Branch Manager

Position Summary

The Branch Manager provides comprehensive on-site leadership for the Warrensburg retail banking team and reports directly to the Retail Operations Manager. This role directly manages the Assistant Branch Manager, Universal Bankers, and Tellers and is accountable for all aspects of retail team performance. Sales leadership is a central requirement of the position. The Branch Manager owns branch scorecard execution, establishes the activity and coaching routines needed to achieve results, and creates clear accountability for individual and team performance. Success requires frequent observation of customer conversations, timely and specific coaching, documented follow-up, and consistent action when activity or results fall below expectations. The Branch Manager also supports the Market Retail Sales Manager by translating market priorities into effective branch routines and directly coaching the Warrensburg team. The position is expected to be eligible for the applicable Branch Manager bonus plan, subject to Human Resources approval and the terms of the written plan.

Essential Functions

Provide Comprehensive Branch Leadership. Manage all aspects of the Warrensburg retail banking team. Establish daily priorities, coordinate staffing and workflow, maintain branch readiness, support deposit and relationship growth, and ensure branch activities align with market and Bank objectives.

Drive Sales, Coaching, and Scorecard Results. Own branch-level sales execution and results. Establish clear monthly, weekly, and daily expectations that connect individual activity to branch scorecard goals. Maintain regular visibility into individual and branch performance; identify gaps early; and implement focused action plans when results, activity, follow-up, or behaviors are below expectation. Conduct consistent sales huddles, scheduled one-on-one coaching, observation of customer conversations, role practice, and documented follow-up. Hold the Assistant Branch Manager, Universal Bankers, and Tellers accountable for the sales, referral, service, and activity expectations assigned to their roles. Ensure coaching is needs based, customer focused, and consistent with Bank policy, product requirements, and applicable law.

Deliver Legendary Service and Relationship Growth. Model exceptional service, build and expand customer relationships, resolve complex customer concerns, and create a consistent branch experience that supports retention, new household growth, deposits, referrals, and community presence.

Lead and Develop the Retail Team. Directly manage the Assistant Branch Manager, Universal Bankers, and Tellers assigned to Warrensburg. Set measurable expectations; assign work; support scheduling; and provide frequent coaching, recognition, development, and accountability. Evaluate both results and the behaviors that produce results, including needs discovery, asking for business, referrals, follow-up, activity tracking, teamwork, and customer treatment. Lead recruiting, selection, onboarding, training, performance feedback, development planning, and corrective action in partnership with the Retail Operations Manager and Human Resources.

Maintain Operational and Risk Oversight. Retain overall accountability for branch operations, controls, audit readiness, security, cash handling, regulatory compliance, required training, and risk management. Delegate appropriate day-to-day operational coordination to the Assistant Branch Manager while maintaining sufficient knowledge, visibility, and follow-up to ensure expectations are met.

Support Market Retail Sales Leadership. Work closely with the Market Retail Sales Manager to execute market-wide sales priorities at the Warrensburg branch. Translate market strategy, campaigns, scorecard measures, and coaching priorities into clear branch expectations and repeatable routines. Share branch performance trends, coaching needs, barriers, and successful practices with the Market Retail Sales Manager. Provide direct and ongoing sales coaching to the Warrensburg Assistant Branch Manager, Universal Bankers, and Tellers so the Market Retail Sales Manager can maintain a broader market-wide focus.

Perform Other Duties. Perform other duties as assigned or as needed, including projects, backup coverage, and responsibilities that support the Warrensburg branch, Market 39, or the broader retail banking team.

Sales Leadership and Scorecard Accountability

The Branch Manager is expected to:

• Communicate individual and branch scorecard expectations clearly and ensure employees understand how daily activities connect to results.
• Review scorecard and activity information on a consistent schedule and use it to prioritize coaching, recognition, development, and performance follow-up.
• Maintain a regular coaching rhythm that includes team huddles, individual coaching, customer-conversation observation, role practice, feedback, commitments, and documented follow-up.
• Distinguish between skill, activity, process, and accountability gaps and respond with appropriate coaching, training, action planning, or performance management.
• Hold employees accountable for proactive needs discovery, appropriate recommendations, asking for business, qualified referrals, timely follow-up, accurate activity reporting, and customer-focused conduct.
• Partner with the Market Retail Sales Manager and Retail Operations Manager on performance trends, branch action plans, development needs, and barriers to execution.
• Protect customer interests by ensuring sales practices remain needs based, accurate, ethical, and compliant. Scorecard performance does not excuse unsuitable recommendations, improper sales credit, or failure to follow Bank policy.

Qualifications

Demonstrated leadership experience managing and developing a retail banking, financial-services, or comparable customer-facing sales team.

• Strong sales leadership and coaching skills, including demonstrated ability to set measurable expectations, interpret individual and branch scorecards, diagnose activity and behavior gaps, observe customer conversations, conduct effective coaching, document follow-up, and improve results through others.
• Demonstrated experience creating sustained accountability for individual and team sales goals, referrals, customer relationship growth, activity expectations, follow-up discipline, service standards, and operating expectations, including timely intervention when performance is below expectations.
• Thorough knowledge of bank products, services, referral opportunities, and customer needs-based conversations, or the ability to quickly develop and maintain this knowledge.
• Strong verbal, reading, active-listening, and written communication skills, with the ability and desire to collaborate with people of diverse backgrounds.
• Bachelor's or associate degree preferred, or an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
• Willingness to assume additional responsibilities, duties, and projects as business needs arise.
• Must maintain a current, valid driver's license and an acceptable driving record for bank insurance purposes.