Branch Manager

Compensation for this position is commensurate with experience. The posted range is intended to provide a general estimate and does not guarantee a specific rate of pay.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

Performs any functions necessary within the scope of authority and expertise, to provide the highest levels of customer service and responsiveness to our customers.

Superior Service Quality

• Effectively utilize decision-making skills, within established authorization guidelines, to support valuable customer retention.
• Recognize and pursue opportunities to enhance relationships, products, services, practices, and the organization's competitive position within the market place.
• Promote collaboration and communication with all other departments to achieve customer and employee satisfaction.
• Project a positive tone of appreciation for the contributions of other departments' team members.
• Proactively participate in community networking opportunities and routinely visit potential and existing business clients to foster new relationships or deepen existing relationships.

Lending

• Interview and take applications for all consumer and home equity loans/lines, where applicable. Close consumer and home equity loans/lines. Ensure appropriate team members are knowledgeable to interview/take applications and close loans.
• Refer mortgages and refinances to branch's Mortgage Originator, but may also assist customers in entering online mortgage applications in absence of Mortgage Originator.
• Maintain a strong knowledge of our consumer and home equity products (where applicable), regulations, and processes. Ensure appropriate team members also maintain strong knowledge in these areas as well.

Leadership and People Management

• Participate in the hiring process.
• Observe and coach the entire branch team.
• Maintain open lines of communication with the branch team and ensure timely communication of pertinent information.
• Be innovative and offer new ideas on current processes/routines.
• Develop, implement, and manage a detailed performance plan for both the individual employees and the branch including team and individual goals.
• Consistently meet/exceed individual, branch, and Bank goals.
• Provide ongoing input and recommendations in support of employee performance management.
• Conduct annual performance evaluations for entire branch team in coordination with appropriate team members.
• Foster a positive work environment by valuing individuals and their contributions.
• Act as a role model for all the staff and provide mentorship to the team to help them achieve their career goals.
• Make recommendations to reward and recognize performance of team members using established programs and sources.
• Participate in and encourage team involvement in community involvement efforts.
• Maintain a comprehensive understanding of the Bank's mission statement and core values across your team.
• Understand the goals and strategies of other departments at the Bank and ensure that the team shares this knowledge.
• Support Bank initiatives both internally and externally to promote a positive Bank image and assist with the growth of the Bank.
• Support and encourage the necessary training to advance individual development.
• Maintain a professional image and ensure standards are met for professional presentation by all branch staff.
• Schedule staff effectively and manage overtime hours.

Operations and Compliance

• Ensure compliance with the Federal and State laws as well as the Bank's policies and procedures.
• Assist with the completion of required periodic audits, month-end reports, and inventories in a timely manner.
• Oversee branch security detailed in the HFG security manual and ensure branch staff compliance.
• Ensure completion of all required training by entire branch team.
• Manage branch risk.
• Ensure that procedures relative to overdraft authority levels, fee waivers and rebates are adhered to.
• Ensure that BSA procedures are being properly followed by all tellers.
• Possess the ability to work in a constant state of alertness and in a safe manner.
• Protect the confidentiality of non-public customer information (NPCI) and the security of our information technology resources. Adhere to the Bank's Acceptable Use Policy, participate in security awareness training and successfully pass social engineering testing which are designed to provide the education necessary to enable employees to keep the bank secure. Employee awareness and vigilance are required in following these cyber security best practices and are the most effective weapon we have against cyber threats and fraud.

ADDITIONAL RESPONSIBILITIES / ACCOUNTABILITIES:

The Bank encourages participation in a community development service within the Bank's assessment area. Community development encompasses affordable housing and community services that target low to moderate income individuals and activities that revitalize or stabilize targeted low to moderate income neighborhoods. Community development services must be related to providing a financial service or use the financial expertise of the Bank employee. Examples include:

• Offering accounting skills to a local charitable organization that serves low to moderate income individuals;
• Performing bookkeeping services for low to moderate income seniors;
• Teaching a financial literacy program for low to moderate income school children;
• Fundraising on behalf of a local or state agency that provides services and/or programs targeting low or moderate income individuals;
• Activities that revitalize or stabilize low or moderate income areas;
• Encourages CRA qualified volunteerism.

REQUIREMENTS:

• Maintain an understanding of the HFG mission statement and core values
• Perform other similar duties as assigned or requested by the SVP Retail Banking
• Flexibility in scheduling is a must. May be required to work Saturdays and extended hours
• Travel may be required
• Ability to stand for long periods of time
• Ability to lift up to 50 lbs
• Strong communication skills, both written and oral
• Excellent customer service skills
• Ability to use computer systems and office equipment
• Adhere to the Bank's dress code policy as found in the HFG employee handbook

EDUCATION AND EXPERIENCE:

• Undergraduate degree or similar course work/training
• 5-7 years customer service experience/sales experience
• 5-7 years supervisory experience. Must have demonstrated success in leading, coaching, managing, and motivating others
• Prior Branch Manager experience is a plus
• Fluency in a second language is a plus
• Familiarity in the local market is a plus

IDEAL CANDIDATES DEMONSTRATE THE FOLLOWING:

• Leadership ability
• Strong customer service skills
• Knowledge of sales and relationship building skills
• Coaching skills
• Working knowledge of computer and processing skills
• Ability to learn all software systems that support branch transaction processing
• Awareness of business, investment products, mortgages, and lending services
• Ability to develop and utilize teller skills to provide staffing flexibility as required
• Ability to work with a diverse work force and customer base
• Strong commitment to achieving personal growth and success
• Excellent verbal and written communication skills
• Excellent organizational skills
• Understanding of the Bank's goals, strategies, and the roles of key business partners
• Ability to work independently and have strong decision making skills
• Writing and delivering performance evaluations
• Participation in opening and closing of the branch. Ability to directly oversee the teller line, run the vaults including cash recycler and branch scanning process

REQUIRED COMPETENCIES:

• Coaching - facilitating the development of other's knowledge and skills; providing timely feedback and guidance to help the team reach both individual and team goals.
• Team Building - actively participating as a member of the team to move the team toward the completion of goals. One who concentrates efforts on the betterment of the team rather than themselves.
• Communication Skills - verbal, written, formal, informal, interpersonal, and active listening.
• Relationship Building - strong interpersonal skills, credibility.
• Customer Service Orientation - making customers and their needs the primary focus of one's actions; developing and sustaining productive customer relationships.
• Integrity - maintaining social, ethical, and organizational norms, firmly adhering to the codes of conduct and ethical principles.
• Detail Oriented - knowing and adhering to all pertinent policies, procedures, and communication; effective follow-through and reinforcement.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

An Affirmative Action/Equal Opportunity Employer of protected veterans and individuals with disabilities. Applicants for employment are considered without regard to race, creed, color, religion, sex, gender identity, sexual orientation, marital status, genetic information, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard. Also, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.