Bank Manager II

Bank Manager II

Requirements

• Typically between 4 – 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• In-depth knowledge of retail banking products and services.
• Advanced knowledge of competitive marketplace and trends in product offerings.
• Working knowledge of branch operational processes and policies.
• Working knowledge of branch technologies, processes, and performance metrics.
• Working knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills – In-depth.
• Collaboration & team skills – In-depth.
• Analytical and problem solving skills – In-depth.
• Influence skills – In-depth.
• Data driven decision making – In-depth.

Responsibilities

• Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects.
• Understands the needs of BMO customers or prospects to provide sales and service in the best interests of the customer.
• Advises customers on products and strategies that meet their financial objectives.
• Identifies and makes referrals to other business groups.
• Supports sales and customer service activities to meet strategic customer experience and profitability goals in compliance with legal and regulatory requirements and the Bank’s policies and processes.
• Develops and executes a branch business plan to maximize business growth and wallet share and achieve customer retention and acquisition objectives.
• Contributes to the achievement of business objectives by conducting sales calls, establishing a personal referral network, and other business development activities.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice in the best interests of the customer.
• Conducts cold calls to prospective customers to develop new customer relationships.
• Develops and maintains a network in the community to enhance the Bank’s visibility and builds a strong referral source for new potential business.
• Supports the Bank’s community involvement and participates in community activities.
• Maintains a high-touch relationship with key branch customers and prospects within the market.
• Resolves customer related issues using knowledge of bank services, products, and processes.
• Fulfills sales and service activities for the customer in accordance with approved procedures.
• Builds the business plan for the branch.
• Influences and negotiates to achieve business objectives.
• Identifies emerging issues and trends to inform decision-making.
• Implements, reviews, and revises work plans.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Conducts independent analysis and assessment to resolve strategic issues.
• Ensures alignment between stakeholders.
• Establishes relationships with business partners (e.g. CDC, MasterCard, Symcor, etc.) to maintain knowledge of interdependent systems and related policies and procedures.
• Monitors sales and service performance against plan to identify gaps, issues, and best practices, and develop and implement action plans that close performance gaps and resolve issues.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Communicates goals, plans, and assignments to achieve financial and customer service goals.
• Leads the implementation of new programs, products and processes within the branch.
• Coordinates the implementation of national and regional sales and service initiatives.
• Monitors the service request and problem resolution processes for adherence to national standards.
• Provides technical training and support to branch employees to maintain operational and sales effectiveness and recommends improvements.
• Plans and controls unit operating expenses in accordance with forecasts.
• Manages transactional outcomes for customer calls or defers to appropriate internal business groups.
• Resolves complex or unresolved customer situations or escalates to the next higher manager for resolution.
• Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations.
• Builds effective relationships with internal/external stakeholders.
• Maintains the confidentiality of customer and Bank information.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with all legal and regulatory requirements for the jurisdiction.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.

Preferred Qualifications

• Previous supervisory or management experience – preferred.