The 2005-2006 Branch Manager Job Description

Title: Branch Manager

Corporate Title: Vice President

Reports to: Regional Manager or Branch Administrator

Reports to This Position: Branch sales, new account representatives, tellers, other operations staff

Purpose of This Job: This position exists to lead all aspects of customer relationships delivered through the branch. This encompasses all retail and small business relationships, plus all aspects of the deposit relationship for business accounts. This position is the “face” of the bank to the customer, serving as a point of contact and coordination even when fulfillment of a product or service may be largely completed elsewhere.

This position is the lead relationship manager for all retail and small business customers, and a coordinator/support position for other relationships.

The job is a combination of sales, coaching, training, delivery, fulfillment, analysis, and communications.

Non-industry Counterpart: Retail Franchise Owner

Key Accountabilities for This Position:

• Branch profitability goals are met or exceeded
• Branch sales and growth goals are met
• Goals set for other business groups that work with the branch – investments, commercial lending, trust – are attained
• Key customer relationships are maintained
• Branch staff has strong product and process knowledge
• Losses and other risk issues are effectively managed, and financial losses are within acceptable guidelines
• All compliance requirements are met

Specific Duties and Accountabilities:

• Coach and supervise branch teller and new accounts staff in sales and servicing activities
• Personally manage the largest, most profitable relationships at the branch, as identified by bank profitability analysis. Generally, this would be the top 10-20 relationships.
• Coordinate the cross-selling and delivery of deposit services to bank corporate customers
• Coordinate the sales and installation of related deposit products to corporate deposit customers – cash management, lockbox, payroll
• Coordinate the referral of opportunities to insurance, investment, and trust groups. Work with those groups to ensure an equal number of deposit referrals are sent to the branch
• Lead the sales of debit cards, Internet banking, EFT and other electronic services to build usage, cement relationships, and migrate customers to more appropriate channels
• Work with commercial lender(s) to identify potential in the existing branch customer base and the local community. In certain unique situations, this position may also be the commercial lender.
• Manage all delivery to customers – loan applications, deposit opening/servicing, teller servicing – to ensure that corporate service levels are maintained or exceeded (those service levels will have speed, accuracy, and personalization components)
• Serve as the bank representative in the community. Actively participate in community events and organizations. Successful managers will be the local “brand” of the bank.
• Create and implement training programs for every branch staff member using HR and training guidelines

Key Internal relationships:

• In addition to managing bank staff, this position will need to manage many peer-to-peer relationships to ensure successful goal attainment, including:
• Commercial lender(s) – for relationship management with common customers
• Cash management team – to jointly present and deliver electronic services
• Call center – for joint servicing of customers and fulfillment of call center sales
• HR/Training – for all hiring, training, progression issues
• Deposit operations – to ensure that all policies and procedures are being correctly followed, and to provide input about which are not working (with recommendations for improvement)
• Other sales positions – for referrals and joint sales
• CFO/Controller – to understand all aspects of the branch profitability statement, and to ensure that internal billing rates for services (systems, marketing, HR, Audit) are reasonable when compared to market rates

Knowledge/Skills required:

• Deep knowledge of all deposit, small business, and consumer loan products
• Strong knowledge of bank automated underwriting systems, combined with the ability to read and analyze a loan application and review a credit report if necessary
• Strong knowledge of mortgage and commercial loan products, with the ability to complete the initial contact if necessary
• Strong knowledge of all electronic delivery products the bank offers to retail and business customers
• Good knowledge of other bank products and services, sufficient to have initial conversations with prospects, qualify leads, and refer quality business
• Strong sales skills
• Very good knowledge of the local community – industries, economic base, culture, key leaders, competitors
• Strong sales coaching skills
• Good motivational and training skills
• Very good verbal communications skills

Pricing/Budget Authority: This position is given an annual budget that can be used to concede loan or deposit rates and waive fees when the customer relationship or the situation justifies it. No further approval for the spending of this money is required.

Performance Scorecard Components:

• Branch profitability
• Organic loan and net deposit growth
• Fee income
• Customer service
• Compliance
• Efficiency

Salary: Market median

Bonus at 100% Goal Attainment: 20%

Bonus at Top Performer Level (Significantly Exceeds Goals): 50%-100%. The top performing branch manager would be compensated at the level of the top mortgage originator or top commercial lender.

Maximum Earnings Potential: No stated cap in the manager incentive plan

Education/Experience Required: College degree or equivalent experience (5-10 years). Background in branches, call center, and/or lending is required.

Personality Traits:

• Extremely independent, entrepreneurial attitude that looks at the branch as a stand-alone franchise while recognizing the need to work within corporate standards and guidelines
• Strong ability to “sell” himself/herself to internal peers and employees to get cooperation necessary to achieve goals
• Obsessive focus on meeting customer needs

Career Progression: While successful managers could (if desired) have a plan to transfer to administrative or other positions, the potential earnings and independence allowed in this job would make the majority prefer to remain in it. For the most part, more bank employees would want to transfer into this job than transfer out of it.

Peer Jobs Within the Bank, Based on Performance Expectations and Bottom Line Contribution: Commercial Loan Officer, Trust Officer, Relationship Manage