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Business Center Manager - Lansing, United States - Horizon Bank
Description
Job OverviewA Business Center Manager demonstrates accountability for all aspects of branch operation including service, sales, personnel management, and risk management.
Is responsible for developing and supporting new business opportunities across all business lines of the bank. Adapts to changing business needs. Makes timely, informed decisions that take into account the facts, goals, constraints and risk.
Accountable for growth in core deposits, consumer, small business and referrals to Treasury Management, Merchant and Commercial to meet or exceed budgeted financial results.
Principal Accountabilities
Sales
Seek opportunities for growing all business lines of the bank to increase deposits and consumer loan balances.
Target small business segment to originate or refer business to Commercial, Treasury Management and Merchant.
Outside calling activity to centers of influence, current customers and prospects in the market.
Assist in budget planning; communicate regularly with District Manager; develop strategic initiatives to achieve goals; lead team members to meet or exceed goals.
Provide sales coaching to advisors on a consistent basis. Lead team members to meet or exceed defined sales goals and service expectations. Is proactive in identifying current and future cross-sell and sales opportunities in all business lines and Retail. Monitor sales reports and daily sales activities to identify needs.
Provide management with weekly, monthly and quarterly reports as directed.
Personnel Management
Partner with Retail Management and District Manager to make hiring decisions.
Coordinate training with Branch Training for new hires and in conjunction with performance and developmental needs.
Lead team members to meet or exceed defined sales goals and service expectations.
Demonstrate commitment to coaching, retaining, developing, and supporting a diverse workforce.
Prepare and conduct scheduled performance evaluations. Address and document performance issues timely and in accordance with established procedures.
Manage advisor branch schedule to ensure adequate and effective coverage to meet the needs of the customers. Manage time off requests and approve weekly timecards.
Service
Accountable for monitoring advisors' behaviors within the team to ensure professional and responsive delivery of service to customers whether in person, through a drive up facility, on the phone or through other electronic delivery channels.
Provide continued and timely training, coaching and guidance to all branch advisors to meet the service standards of the Company.
Identify any issues requiring a service recovery plan, take a leadership role in providing direction or personally offer corrective action and follow up to ensure customer satisfaction.
Risk ManagementCoach and educate advisors on potential risk exposure and mitigate risk with effective use of risk management tools.
Accountable for ensuring periodic testing of controls, documentation and reports are completed and submitted timely.
Conduct reviews of advisor behaviors and documentation to ensure adherence to internal controls. Conduct audits and initiate corrective actions if needed.
Ensure and validate required training is completed and documentation signed and submitted per company policy.
Confirm that initial and periodic training on security procedures at the branch is completed, including emergency action plans.
Manage the safety and security of the branch and routinely monitor security systems.
Verify vendor authenticity for access control.
Compliance
Accountable for ensuring adherence to company policies and procedures as well as all applicable regulations.
Conduct periodic audits of behaviors and work output to identify and correct areas of non-compliance.
Ensure and validate branch advisors complete and apply all required compliance training.
Qualifications & Skills
High School diploma or GED required; Bachelor's degree in finance or business preferred.
3+ years' management experience with supervision in retail or financial services; banking experience preferred.
3+ years' sales experience. Sales management preferred.
Exhibit excellent sales skills with a high level of customer service orientation. Display a friendly and personable demeanor and a high degree of integrity.
Experience managing appropriate risk and making sound decisions.
Strong leadership skills, excellent interpersonal skills, and a demonstrated attention to detail. Experience with complex math functions with capacity to analyze credit and financial information.
Ability to effectively respond to customer needs and willing to solicit feedback to improve service.
Ability to present information with diplomacy and tact.
Strong knowledge of Microsoft Office software applications.
Core Competencies
Drive for Results
Organizational Agility
Managing & Measuring Work
Strategic Agility
Managing Through Systems
Physical Requirements
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions in compliance with the Americans with Disabilities Act (ADA)
Physical Demand:
Percentage of Time:
Communicate with customers, advisors and managers regarding banking transactions and issues. Able to exchange accurate information with others.
75% - 100%
Able to verify authenticity of financial instruments, forms, documents and signatures. Able to verify identity of customers, vendors and service providers.
Able to observe actions of others to ensure safety and security of the branch.
75% - 100%
Constantly operate a
computer and other office machinery such as calculator, copy machine, printer and telephone
75% - 100%
Regularly move about the branch to access areas such as teller line, service desks and vault
50% - 100%
Able to remain in stationary position
50% - 100%
Able to grasp, move and sort forms and papers.
75% - 100%
Occasionally position self to reach heights between floor and 6'
Able to lift up to 50 pounds at times.
Horizon Bank is a proud Equal Opportunity Employer | Disability | Veteran Employer.
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