Financial Center Manager II - Tatum & Shea Financial Center - Phoenix, AZ.
Phoenix (Maricopa County) Accounting / Management control
Job description
Job description
Job Description:
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