Financial Center Manager II - Jamaica Plain, MA

Job description

Job description

Job Description:

Financial Center Managers (FCMs) operate as business owners and are responsible for ensuring operational risk excellence of their financial center while fostering a customer-centric environment. The FCM's core responsibility is the day to day performance and overall operational management of the financial center. FCMs report to the Market Operations Manager (MOM). Primary Responsibilities Drive operations and customer experience metrics by engaging staff on business strategy and performance results Evaluate key performance indicators to identify opportunities for improvement Execute risk and service delivery strategy by fostering collaboration between banking center teammates, partners and specialists Communicate the need to exceed metrics while emphasizing the importance of long-term strategies and goals Adhere to, enforce, and carry out internal and regulatory policies, procedures, and processes Proactively identify and manage risk in business, product, and service transactions Foster a client-centric environment whereby associates are accountable for delivering an exceptional customer experience Responsible for choreography of customer traffic including direct routing of preferred customers to specialists from either the lobby or self service area to help drive overall ne Team revenue growth Responsible for servicing Commercial, SBB deposit customers, and Mass Market customers via self-service bank of ATM/ATAs or with support from Relationship Bankers. Ensure customers are connected to the financial resources to help them achieve their financial goals Hold associates accountable to delivering against our revenue strategy Successfully resolve customer issues and escalations timely and professionally Responsible for associate and customer safety Observe, model and coach the financial center team on proper execution of banking center risk and service strategy Drive associate performance via continuous coaching, developmental opportunities, and documented performance improvement plans Required Skills A minimum of three (3) 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 needed to promote customer satisfaction Strong financial and business acumen including experience in leading managers and interpreting financial reports to drive profitability 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) Ability to pass pre-employment assessments and compliance requirements Availability to work weekends and/or extended hours as required to run the business. This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since your position requires SAFE Act registration, you will be required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in your immediate termination.

Financial center managers (FCMs) operate as business owners and are responsible for fostering a team environment and instilling an effective client-centric, sales and risk culture within the center, demonstrating that we are here collectively to help our customers achieve their financial goals. The FCM holds a critical role, ensuring operational excellence of the center and that all aspects of the center run effectively and cohesively.

Primary Responsibilities

General Management

·  Responsible for building client traffic, engaging and appropriately routing clients and client retention
·  Responsible for the general look, feel and attractiveness of the center, ensuring space is leveraged to accommodate clients
·  Responsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals

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
·  Monitor client-calling activities and ensure we develop the proper client engagement
·  Successfully resolve customer issues and escalations in a timely and professional manner
·  Responsible for associate and customer safety

Client Experience & Revenue Growth

·  Know the centers customer base, including top clients; understand their needs and connect them with teammates who can help them with their financial needs
·  Foster a client-centric environment whereby associates are accountable for delivering an exceptional customer experience and exceeding customer experience metrics
·  Lead the lobby and choreography of customer traffic including direct routing of customers to specialists to help drive overall One Team revenue growth
·  Ensure all appointments are assigned to the appropriate financial center associate
·  Drive client relationship management and assist with sales and sales leadership
·  Understand the drivers of, and opportunities to enhance, client satisfaction in the center
·  Ensure tight connection with the market sales manager and other One Team leaders/partners
·  Service customers using self-service technologies, such as ATMs, online banking or mobile banking
·  Hold associates accountable to deliver against our revenue strategy

Talent Management

·  Responsible for oversight of associates in the center
·  Observe, model and coach the financial center team on proper execution of risk and service strategy
·  Personally invest in talent through interviewing and hiring service and operational associates
·  Ensure training is completed on time, and continue investment in ongoing education
·  Drive associate performance through active and continuous coaching, continued education and performance plans

Desired profile

Required Skills

·  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 needed to promote customer satisfaction
·  Strong financial and business acumen including experience in leading managers and interpreting financial reports to drive profitability
·  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)
·  Ability to pass pre-employment assessments and compliance requirements
·  Availability to work weekends and/or extended hours as required to run the business

Desired Skills

·  Undergraduate degree
·  Bilingual (fluent verbal and written)
·  Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality