Retail Office Manager | Duluth

divh2Retail Office Manager/h2pThe Retail Office Manager has responsibility for creating a leadership culture centered on delivering exceptional client experience, through associate interactions, office appearance and products and services that are offered. The Retail Office Manager has responsibility for one office which may include a drive-through facility. The Retail Office Manager develops the associates within their office to ensure they are equipped to meet the needs of our clients and obtain operational and sales objectives. The Retail Office Manager is responsible for demonstrating sales and service skills and will set the strategic direction of the office, communicating performance results, coaching, recognizing and rewarding accomplishments, and building a high performing team. The Retail Office Manager is responsible for the direct management of the Retail Assistant Office Manager and Traveling Support Associate(s). The Retail Office Manager serves in a supporting role of Retail Banker and works with business partners to identify prospects for referrals. In a traditional office with no dedicated Assistant Office Manager, the Retail Office Manager is responsible for the efficient operation of the transaction area including cash management and all vault and transaction-related activities. This position has direct responsibility for employment decisions./ppAll associates at Capital City Bank, Capital City Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times./ppstrongPrincipal Duties and Responsibilities/strong/pulliResponsible to ensure adherence to all tasks identified in the Office Certification Guide in coordination with the Retail Assistant Office Manager, when applicable./liliFoster strong, loyal relationships between our clients and our brand. Enhance the client experience through care and passion at every touch, including client outreach. Products and services experts that convey confidence and positivity, influencing how others perceive our brand and possess a true desire to grow client relationships and develop associate relationships./liliProvide leadership to drive a culture that focuses on associate engagement and retention to ultimately achieve an exceptional client experience that will drive the achievement of goals and objectives increasing revenue./liliInterview, hire, and manage all approved positions with administrative support from Human Resources as needed, including scheduling, coaching, timecards, overtime, budget, training, performance reviews and all other associate relation issues. Complies with all Training Checklists, and Accountability Charts, utilizes performance management tools to attract, develop and retain talent in the office./liliProvides leadership in creating the strategic direction of the office to deliver consistent client experience as well as associate relationship management./liliDevelop strong relationships with the team and key Bank partners, product and support partners, and other business partners as needed./liliAbility to think creatively on opportunities to grow revenue, deepen client relationships, create and penetrate client portfolios./liliExhibit a high level of professionalism coupled with a strong work ethic. Deliver a strong leadership style that effectively balances coaching and mentoring with expectation-setting and measurement./liliDevelop teamwork, share knowledge, instill trust, and set clear and concise expectations for consistency across the Bank./liliPromote, motivate, and coordinate sales activities and onboarding expectations with the expectation of exceeding office production goals, including Credit Card, Merchant Services, CCI and Other Business Partner Referrals; provides leadership promotes, motivates, and coaches referral activities./liliEnsure that teams are equipped with knowledge and resources, clear expectations and trust so that they are empowered to consistently meet the expectations./liliEnsure ongoing team training and timely completion of all Bank-sponsored meetings/training/courses related to products/services and other initiatives./liliResponsible to ensure adherence to all tasks identified in the Office Certification Guide in coordination with the Retail Assistant Office Manager, when applicable./liliMaintains Performance Standards for applicable office associates, ensuring timely adherence to policy and procedures, including management of overages and shortages in the absence of a Retail Assistant Office Manager./liliManagement of all performance exceptions initiated in the office, including but not limited to fee waivers, wires, Cash Management (CETO). Provides guidance to correct exceptions and avoid repeat errors, including documentation requirements at CIF creation, new account opening and account revisions./liliFulfills the functional role of Retail Banker as needed by providing client with information on Bank products and services, rates, service charges, restrictions and other relevant account information while delivering an exemplary client experience./liliResponsible for working the daily Insufficient/Returned Items prior to the daily cutoff./liliHas responsibility for appearance of the office as to branding, display of marketing materials and general appearance. Manages budgetary expenses including Rewards and Recognition, PR Pool Funds, FMI and other office expenses, processes expenses for payment./liliManages PTO schedule to safeguard against staffing shortages in the office and ensures adherence to the annual 5 consecutive days requirement./liliOversees office security and associate/client safety including adherence to all related policy and procedures, Automobile Accident Report, Property Loss Report, Public Liability Accident Report, Currency Transport, Monthly Security Testing, etc./liliResponsible for initiating and follow up of office maintenance and repair requests./liliAssists with research and resolution of client issues/complaints, initiating client contact if appropriate and escalation to management as needed./liliActively participates in community organizations and events to generate goodwill and business development opportunities; working within time and budget constraints./liliSupervises office security including open and close procedures, dual control, all-clear signal, alarm testing, etc./li/ulpstrongAssociated Duties/strong/pulliAttends management meetings as required/liliResponsible for overrides, as applicable/liliEnsures security functions are completed timely including all clear signal, security alarm testing, separation audits, open/close procedures, over/short GL review/liliProvides oversight of key/combo log/liliCompletes all assigned/required Bank training within established timelines/liliProvides additional support to manager and department colleagues/liliServes as member of: ulliDisaster Recovery Team/liliNew Office Opening Team/liliExisting Office Closing Team/liliAcquisition/Conversion Team/liliRobbery Response Team/liliAfter Hours Office Contact List/li/ul/li/ulpstrongKnowledge, Skills and Abilities (KSA) Required/strong/ppThe following KSAs are usually acquired through post high school and/or college education with specialized training course(s) in business, banking, and/or 5-7 years related experience:/pulliEffective written and oral communication skills to positively engage clients and prospective clients./liliStrong leadership, organizational and time management skills./liliThe ability to exercise sound and reasonable judgment./liliDemonstrable business development and leadership skills./liliBanking experience preferred./liliProficiency in Word and Excel software./liliFamiliarity of Jack Henry Xperience, preferred./liliExperience with a customer relationship management system is a plus./liliPreferred use and/or understanding of Capital City Bank products and services./li/ulpstrongEducation/strong/ppAssociates or Bachelors degree in business or finance from an accredited college required. Relevant experience may substitute for the education requirement./ppstrongWorking Conditions/strong/pulliOffice environment/liliLobby/professional environment/liliMay be required to attend after hours business related meetings or events as determined by the Regional Experience Manager/liliDriving as required by position/liliIn the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity./li/ulpstrongCapital City Bank associates are our greatest asset. We offer the following benefits:/strong/pulliMedical, Dental and Vision/liliLife Insurance/lili401(k) with Matching/liliFlexible Spending Accounts/liliTuition Assistance/liliStock Purchase/liliDiscounts on Products and Services/li/ulpstrongEOE/Protected Veterans/Disabled/Drug Free/strong/ppThe above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job./ppstrongTHIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT./strong This job description does not restrict Capital City Bank, Capital City Wealth, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job/p/div