Augusta Market Manager

Description

POSITION SUMMARY: As KSB’s flagship location, the Augusta branch plays a critical role in representing our brand and values. The Market Manager is responsible for leading the branch to deliver exceptional customer service and ensuring alignment with the bank’s core values. This leadership position is responsible for overseeing branch staff and ensuring exceptional customer experience. This role is critical in upholding the highest operational, service, and compliance standards while driving retail and commercial deposit growth. The manager will actively promote bank products and services, develop new business opportunities, and represent the bank within the Augusta market through strategic community engagement.

KEY RESPONSIBILITIES: 

Retail banking management: Establish and manage exceptional customer service standards for Augusta banking operations. Collaborate with the Retail Regional Director, Business Bankers, and Loan Officers to ensure that all aspects of customer service and deposit maintenance handled through the Augusta market and other alternative delivery channels are managed effectively and expeditiously.

Facilitate, oversee, and participate in branch staff meetings and conduct periodic branch leadership meetings to ensure effective communications. Act as a liaison between the Augusta branch and other Bank departments as necessary. 

Branch management: 

Provide oversight and direction to the branch leadership team within the Augusta market. This includes setting clear performance standards and production objectives aligned with organizational goals. Collaborate with each leader to ensure expectations are understood and achievable. Where applicable, extend this guidance by reviewing and supporting the performance standards and goals set for their respective team members, ensuring alignment and consistency across all levels of the branch structure.

Coach and develop staff to ensure service excellence. Ensure effective daily operations of the branch offices and staff to deliver consistently high levels of customer service and accurate and efficient operations. Work with Assistand Branch Manager and Front Line Manager to ensure operational excellence is achieved.  Supervise all branch staff including assistant branch manager, front line manager, tellers, customer service representatives, customer service specialists, and interns (if applicable). 

Coordinate branch staffing and schedules to always ensure adequate coverage; oversee staff training. Conduct annual staff performance evaluations (or review/approve those completed by the Assistant Branch Manager and Front Line Manager), compensation reviews, and recommend personnel action as appropriate.

Ensure branch compliance with all Bank policies and procedures and all applicable state and federal banking regulations. Work in conjunction with Retail Regional Director to meet annual strategic planning goals and objectives. Meet or exceed established objectives and standards for overall branch performance and for individual performance. 

Business development: Establish and maintain contact with local individuals, and businesses and other centers of influence within the Bank's market area through direct calls, realtor and business organization gatherings and other functions to actively solicit new business for the Bank, keep them current on the benefits of working with the Bank, inform them of any new deposit or loan programs offered by the Bank and inquire about the needs/concerns in the community. Actively build the Bank’s customer base and market share. Partner with small business, commercial and cash management team members to engage customers and prospects. Refer leads to other Bank staff members as appropriate. Meet or exceed established goals for branch business development. Utilize CRM for tracking leads and engaging with other business lines. 

Branch operations: Support branches to open and close when necessary.  Oversee branch cash ordering and branch cash records. Sign official Bank checks; maintain branch records of signatory authorities, key and combination access, etc. Oversee and assist with teller, ATM and other branch settlement procedures to ensure timely and accurate settlement of cash, cash items and account records; inform the supervisor of any settlement or other discrepancies. Ensure successful audit of the branch(s) within region. 

Analyze branch activity and prepare management reports as required. Recommend changes in branch operations as appropriate to enhance customer service.

Ensure that the branch facility (interior and exterior) and equipment are maintained in good order. Monitor and maintain the functioning of all equipment; perform routine maintenance in accordance with established procedures; contact appropriate repair personnel as necessary. Act in conjunction with the Bank Security Officer and Retail Operations to ensure that all Bank security policies are implemented; assist with staff security training as necessary.

Market trends: Monitor market trends relating to competition, banking products, deposit rates, advertising programs, branch hours, etc. in the branch's market area. Report to the Retail Regional Director on market trends and make recommendations as appropriate.

Support Bank products/services: Maintain knowledge of current KSB products and services. Actively utilize as many Bank products and services as possible in order to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers.

Talk to customers and listen for “cues and clues” to determine needs; respond to customer inquiries and evaluate their needs; suggest Bank products/services to customers to meet their needs; make referrals to other Bank personnel as appropriate. 

Lead by example with all aspects of the Bank’s sales and referral activities. Direct the cross-selling efforts of all branch staff members; lead sales training sessions regularly to maintain employee knowledge, motivation, and enthusiasm. Refer all types of residential and/or consumer loans. Have an understanding of our commercial loan products and refer leads for new loan business to our commercial lenders. 

Customer transactions: Interact with customers as necessary to facilitate customer service or to resolve problems. Assist customers with more complex deposit transactions; refer customers to other Bank specialists as appropriate. Approve transactions that do not comply with Bank policy and procedures as may be appropriate for this position. Perform the duties of other branch staff members when necessary to meet customer needs.

Community/public relations: Actively participate in community organizations and events. Represent the Bank in the community. Monitor participation by branch staff in community organizations and events. 

Other duties: Actively participate in industry trade group meetings and educational programs to remain abreast of current issues and requirements affecting Bank operations and job performance. Demonstrate reliable attendance and punctuality. Work at other Bank branches as needed for customer service, operational, or training purposes. Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the branch manager position. Perform other duties as required.

Understand and fully comply with Kennebec Savings Bank’s Core Values.

POSITIONS REPORTING TO THIS POSITION:

•  Assistant Branch Manager 
•  Front Line Manager (if applicable)
•  Head Teller (if applicable)
•  Tellers
•  Customer Service Representatives
•  Customer Service Specialists
•  Interns (if applicable)

Requirements

EDUCATION/EXPERIENCE REQUIRED:

•  Bachelor’s degree with concentration in business or finance and/or equivalent work experience.
•  3 to 5 years' progressively more responsible experience in branch banking, including staff management and business development 
•  Experience with teller and ATM data processing systems.
•  Computer literate, with specific experience in word processing and spreadsheet applications.

OTHER REQUIREMENTS:

•  Must possess a valid driver’s license, the use of a serviceable automobile that is properly registered and proper liability automobile insurance as required by state law.
•  Must be able to perform routine maintenance tasks (e.g., repairs, shoveling, etc.) on the branch facility as may be required.
•  Must be able to lift cash boxes and cash bags of approximately 20 pounds.
•  Must be able to distinguish between various denominations of coin and currency.
•  Must be able to operate vault combinations.
•  Must be able to read and work with computer print-out reports.
•  Must be able to stand or sit for extended periods of time while waiting on customers.
•  Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
•  Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills.
•  Must have strong written communications skills, including letter and report-writing ability.
•  Must be able to prioritize and organize work flow; must have good attention to detail; must be able to handle multiple jobs.
•  Must have the ability to think through a problem, following proper steps in finding resolution.
•  Must have a high degree of ethics and maintain confidentiality of customers and accounts.
•  Must be friendly, courteous and sensitive to the needs of customers and coworkers.