Sales & Service Manager, AVP - Acton

Sales & Service ManagerThe Sales & Service Manager (SSM) is responsible for the full operations, sales production, and service excellence within their assigned branch. This leader sets the tone for a white-glove client experience while driving revenue growth through proactive relationship-building, effective team management and a disciplined approach to identifying and converting opportunities. The SSM is equally at home on the service floor and on the phone, balancing operational rigor with a relationship driven mentality to grow the branch's book of business.Branch Operations & Leadership:Oversee all day-to-day branch operations, ensuring processes, compliance standards, and service protocols are consistently executedServe as the primary point of accountability for branch performance metrics including revenue, service quality, and operational efficiencyRecruit, onboard, coach, and develop branch staff; conduct regular performance reviews and establish individual development plansMaintain a branch environment that reflects professionalism, organization, and brand standards at all timesManage scheduling, staffing levels, and resource allocation to meet business demandsWhite-Glove Client Service:Champion an elevated, client-first service culture in every branch interaction — in person, phone, and digitalPersonally handle escalated client concerns with urgency, empathy, and resolution focused professionalismImplement and uphold service standards that exceed client expectations at every touchpointSales & Opportunity Identification:Identify and capitalize on sales opportunities presented by walk-in clients, inbound calls, and transactional interactionsLead and execute a structured outbound calling program targeting existing clients, referral sources, and prospective new clientsPartner with relationship managers and business development teams to pursue cross sell and upselling opportunitiesRelationship Building & Business Development:Cultivate deep, trusted relationships with branch clients and key community stakeholdersConduct regular client outreach to review needs, deepen engagement, and uncover new business opportunitiesRepresent the branch at community events, networking functions, and industry gatherings to drive visibility and brand presenceMaintain accurate client relationship data and activity logs within the CRM platformJob Qualifications:3–5+ years of progressive experience in a sales and/or service management role, preferably in a branch, retail, or financial services environmentDemonstrated track record of meeting or exceeding sales goals and driving client satisfactionProven ability to lead, motivate, and develop a team in a fast-paced, client-facing environmentStrong communication and interpersonal skills with the ability to build rapport at all levelsStrong knowledge of bank compliance, KYC, BSASupervisory Responsibilities:Minimum of 5 years experience in a supervisory capacityLead, coach, and develop branch sales and service team membersManage staffing, scheduling and daily workflow to ensure optimal coverageRecruit, onboard, train, and retain high performing employeesEnsure compliance with bank policies, procedures and regulatory requirementsAddress employee relations matters and foster a positive team cultureThe annual salary range for the Sales & Service Manager, AVP is $74,000 - $100,000 per year.About Northern Bank & Trust CompanyNorthern Bank is a full-service bank dedicated to providing practical, common sense financial solutions to help our customers live their lives and grow their businesses. From deposit products to loans to payment and collections services, we work hands-on with our entrepreneurial customers, both locally and across the country, to provide the financial support they need to realize their personal and business goals. Founded in 1960, Northern Bank has assets of over $3 billion with 12 locations serving communities throughout Middlesex County. Northern Bank is a Member of the FDIC, and an Equal Housing Lender.