Vice President, Retail Branch Administrator

Job Description

Job Description

Summary:

The VP, Retail Branch Administrator will provide leadership to the branch network regarding sales and service delivery, employee relations, operations, training, and procedures. This role will work closely with the SVP, Retail Administration, and other key department managers across the bank to ensure achievement of branch and Bank goals.

Essential Duties and Responsibilities:

• Guides and develops retail managers in the effective leadership of their individual teams.

Understand and apply Bank policies, procedures, and standards regarding customer experience, sales excellence, supervision, and compliance to ensure maximum productivity of all staff members. Through one-on-one coaching and training, support the continuous improvement of retail branch teams.

• Collaborates with the SVP, Retail Administration, to develop goals for deposit growth, sales, staff development, and capital improvements to ensure appropriate direction is provided through the annual goal setting and budgeting process.

• Serves as a coach and resource to the Branch Managers and Retail Team Members in their sales initiatives and efforts.

• Drives and administers the Retail Sales program to ensure continual retail growth by sales program development and sales training. Work with branch managers to identify and execute on sales opportunities.

• Ensures achievement of business development goals by having the retail staff conduct networking, calling, onboarding, and visiting existing and potential customers. Provides other tactics as needed.

• Works to build a culture characterized by teamwork, high morale, and retention of valued employees to create a positive work environment. Attracts, motivates, develops, and supports branch banking teams committed to the highest levels of customer service, community involvement, cost efficiency, and integrity in line with the Bank's mission, vision, and core values

• Develops and manages retail banking policies and procedures, working closely with business partners in other areas of the bank to ensure policies and procedures integrate well with the bank as a whole and ensure high levels of customer service and efficiency, and are compliant. Evaluate the effectiveness of existing policies and procedures, and initiate enhancements as identified. Performs audits, checks, and oversees quality control to ensure policies, procedures, service levels, and legal reporting requirements are being met.

• Ensures quality and consistency of the Bank’s sales, operational, and service expectations across the entire branch network to maximize the customer experience.

• Manages assigned retail banking vendors and serves as a primary point of contact with vendor representatives to ensure appropriate support. Identify areas for improvement, address, and manage issues with appropriate vendor contacts.

• Manages escalated customer issues and coordinates with internal bank personnel to bring issues to a resolution in a timely manner to ensure compliance and a positive customer experience.

• Has expertise, understands, supports, and troubleshoots all technologies used by the retail division staff, including the core system, to ensure maximum value of technology.

• Serves as a resource to the Deposit Operations Officer for the delivery of support to branches and customers to have organizational-wide synergy for positive customer experience and employee productivity.

• Represents the Bank in the communities it serves by participating in civic/community/business organizations and represents the Bank in the community to assist in brand awareness and support the Bank’s mission of being a dedicated and responsible corporate citizen, and to support business development. Assist retail banking and marketing teams with developing and implementing financial literacy initiatives.

• Remains abreast of Federal, State, and Local laws and regulations as they pertain to retail banking.

• Comply with all applicable laws, regulations, and company policies as stated in the Bank’s Code of Conduct.

• Perform any other related duties as required or assigned.

Job Qualifications:

• Bachelor’s Degree or equivalent combination of education and experience.

• At least ten years of retail banking experience required, and five years of progressively responsible retail leadership roles strongly preferred. Knowledge of banking industry rules and regulations. Comprehensive knowledge of the retail banking industry, with extensive focus on customer service and sales for consumers and businesses.

• Proficient in word processing and spreadsheet skills that include Microsoft Office (Excel, PowerPoint, Word, and Outlook) and the ability to learn other software applications. Has the capacity to develop expertise with the technologies used by the retail division staff.

• Strong customer service orientation that includes knowing your audience, making recommendations for effective problem resolution, and having a high level of enthusiasm and creativity.

• Strong organizational and project management skills with the ability to prioritize workload and handle multiple tasks in a fast-paced environment while maintaining attention to detail. Ability to work with minimal supervision while performing assigned duties.

• Effective oral, written, and presentation skills. Excellent verbal communication, technical writing, and presentation skills with an ability to effectively interact with and convey information to people who possess varying levels of understanding on applicable topics. Effective conflict management skills.

Physical Demands/Conditions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

General Office environment. Light to moderate lifting of files and/or boxes when necessary.

These functions are subject to change and will be updated when necessary.

Haverhill Bank is a full service community bank with a wide range of financial products and services. Loan products include both residential and commercial mortgages and lines of credit, as well as personal and business loans.

Company Description

Haverhill Bank is a full service community bank with a wide range of financial products and services. Loan products include both residential and commercial mortgages and lines of credit, as well as personal and business loans.