Banking Center Manager (BCM)

The Banking Center Manager (BCM) operates as a business owner for one or more banking centers. The BCM is responsible for fostering a team environment and customer-centric atmosphere while managing risk and ensuring operational excellence. The BCM holds a critical leadership role, ensuring all aspects of the banking center run effectively and cohesively.

Primary Responsibilities

General Management

• Lead the banking center team and direct operations, ensuring efficient and compliant processes.
• Responsible for managing security, financial, and reputational risk while fulfilling the financial needs of our customers.
• Direct activities in support of business development, community involvement, and Command relations within Community Bank’s budget.
• Responsibilities include all tasks and skills included in the Banking Center Operations Supervisor, Banking Center Service Coordinator, and Banking Center Service Specialist job descriptions.

Risk Management and Operational Excellence

• Drive operational excellence by engaging staff on business strategy and performance results.
• Execute risk and service delivery strategy and evaluate key performance indicators to identify opportunities for improvement.
• Emphasize the need to exceed metrics while also focusing on long-term strategies and goals.
• Adhere to and enforce internal and regulatory policies, procedures, and processes.
• Proactively identify and manage risk in business, product, and service transactions.
• Ensure development of appropriate customer engagement.
• Successfully resolve customer concerns and escalate in a timely and professional manner.
• Responsible for associate and customer safety.
• Exercise overall responsibility for the proper level of banking center oversight.
• Controls are in place and practiced to ensure processes, procedures, and supporting documentation are completed accurately and in a timely manner.
• Risk is minimized for each center.
• Maximize ATM usage and availability; ensure proper marketing materials are displayed and professional site appearance is consistently maintained.
• Meet or exceed operational performance goals as measured by the Banking Center Control Review (BCCR).

Customer Experience

• Lead the lobby and choreography of customer traffic; know the center’s customer base and understand their needs.
• Foster a customer-centric environment where associates are accountable for delivering an exceptional customer experience and exceeding customer expectations.
• Drive customer relationship management and assist with service and service leadership.
• Understand the drivers of, and opportunities to enhance, customer satisfaction in the center.
• Effectively communicate with your manager and other leaders/business partners.
• Assist customers using self-service technologies, such as ATMs, online banking, or mobile banking.
• Hold associates accountable to deliver for our customers.
• Ensure local Command officials understand the Bank’s mission and Overseas Military Banking Program and regularly meet to discuss relevant issues and service delivery.

Talent Management

• Responsible for daily management of banking center associates.
• Observe, model, and coach the banking center team on proper execution of risk and service strategy.
• Personally invest in talent through recruiting, interviewing, hiring, training, and developing associates.
• Ensure training is completed on time.
• Drive associate performance through active/continuous coaching, continued education, and performance plans.
• Exercise overall responsibility for associate training and development using E-solutions (Supervisory).
• Has technical, disciplinary, and associate developmental responsibility for assigned associates.
• Effectively manage budgeted FTE and remain within authorized limits.
• Possess thorough knowledge of Human Resources (HR) processes by completing and preparing the entire range of HR documents for employees.
• Award associates through the various recognition programs available.
• Lead all associates to demonstrate a commitment to Diversity and Inclusion (D&I), model behaviors which value each individual for their unique contribution, and create an environment that allows each associate to reach their potential.

Supervisory

• Has technical, disciplinary, and associate developmental responsibility for assigned associates.
• Effectively manage budgeted FTE and remain within authorized limits.
• Possess thorough knowledge of Human Resources (HR) processes by completing and preparing the entire range of HR documents for employees.
• Award associates through the various recognition programs available.
• Lead all associates to demonstrate a commitment to Diversity and Inclusion (D&I), model behaviors which value each individual for their unique contribution, and create an environment that allows each associate to reach their potential.

Required Skills:

• Business relevant associates’ degree (examples: business management, business administration, finance). Experience can be substituted for education on a two (2) years’ experience to one (1) year education, thus 4 years’ specialized experience with no associates’ degree.
• A minimum five (5) years’ sales and/or customer service experience.
• A minimum of three years’ recent experience building, leading, managing, and coaching a team.
• Proven results exceeding goals in a customer-centric, results-driven environment.
• Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals.
• Proven customer service skills and the ability to resolve problems independently or escalate as appropriate.
• Strong financial and business acumen.
• Proven record of balancing risk and making sound decisions while achieving business goals.
• Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service.
• Strong organizational skills including the ability to manage multiple responsibilities, prioritize, and delegate while delivering results.
• Strong communication skills (including verbal, non-verbal, written, and presentation) and active listening skills.
• Proficiency in computer skills and professional programs (for example, Microsoft Office).
• Availability to work extended hours as required to run the business.
• Must hold active SOFA driver's license and maintain it throughout employment.

Desired Skills:

• Business relevant Bachelor’s degree.
• Current Banking Center Manager experience strongly preferred.
• Experience in the following industries: consumer banking/financial services, mortgage, retail, hospitality, or military.