Senior Branch Manager (Retail Banking)

Job Type

Full-time

Salary Description

$85,000 - $115,000 annually

Description

Position Overview:

The Senior Branch Manager is responsible for the efficient, day-to-day operation of a full-service branch, with a strong focus on customer satisfaction, business development, personnel leadership, and operational excellence. This role oversees all aspects of branch performance including consumer deposits, small business growth, client relationship retention and expansion, staff scheduling, and facility oversight.

The ideal candidate is a customer-focused leader with a strong presence in the community and a deep understanding of core banking operations. This includes teller functions, ATM balancing, customer service, IRA services, and a comprehensive knowledge of personal banking products and services.

Major Duties and Responsibilities: 

· Works with the VP, Retail Banking to develop customer retention and growth strategies.

· Builds new business relationships by identifying qualified prospects, conducting pre-call planning, and consistently following up on external business development efforts.

· Coaches and mentors the Branch team to ensure delivery of exceptional customer service.

· Assists customers and prospects by understanding their financial needs and developing long-term relationships.

· Projects a positive image of the bank to customers and staff members. 

· Serves as a regional support resource for other branch managers and the primary contact for questions from their branch employees. Responsible for creating market awareness within the assigned region, identifying opportunities to deepen client relationships and drive financial growth. 

· Coaches branch managers to lead consultative, client-focused conversations that promote long-term engagement and solutions-based service.

· Supports leadership development by mentoring branch managers and creating a culture of accountability, engagement, and continuous improvement. Identifies high-potential team members and contributes to succession planning and leadership readiness.

· Enforces dual control procedures at all times; perform audits as needed to ensure ongoing compliance procedures. 

· Ensures strict adherence to all Bank policies and regulations, including OFAC, BSA/AML, Reg D, Reg E, and Reg CC.

· Schedules branch staff to maintain appropriate coverage and operational efficiency.

· Collaborates with other Senior Branch Managers and the VP of Retail Banking to cover staff shortages across locations.

· Oversees teller duties and assists line with customer transactions.

· Acts as back-up in absence of Tellers and Customer Service Representatives.

· Keeps staff informed of new products and services, Bank and departmental news, and pertinent changes in policies and procedures.

· Interviews and trains new hires within the branch in coordination with the VP of Retail Banking.

· Conducts regular coaching sessions and annual reviews with branch employees. 

· Reports operational opportunities and concerns to Retail Banking management.

· Reviews and assists with Branch Manual procedures.

· Completes other projects and/or duties as assigned. 

Additional Responsibilities for Senior Branch Manager Headquarters:

· Acts as onboarding coordinator for all newly hired Branch Managers and Senior Branch Managers, ensuring a structured, consistent, and effective onboarding experience across the network.

· Serves as the primary point of contact for all branch personnel seeking guidance on operational procedures, systems usage, and best practices, providing timely and knowledgeable support.

Requirements

Position Requirements:

· Strong customer service orientation.

· Proven leadership and communication abilities.

· Ability to coach and motivate individuals and teams.

· Demonstrated success in customer satisfaction and relationship retention.

· Comprehensive knowledge of banking products, services, policies, and regulatory standards.

· Ability to make informed decisions regarding branch operations and customer service.

· Proficiency in core banking systems, platform applications, and ATM processes.

· Strong computer skills, including Microsoft Office (Word, Excel), internet, and email applications.

· Ability to plan, organize, prioritize, and collaborate effectively.

This level of knowledge is normally acquired through completion of a bachelor’s degree and/or 4-6 years banking experience, preferably in a managerial role (5 years).