Manager, Retail Channels (Branch Manager)

The Manager, Retail Channels (Branch Manager) leads service and business development activities and the management of the face-to-face relationships at the branch. Maintain desired behaviors and protocols by continuously developing leadership, providing coaching and feedback on performance throughout the year. Ensures the franchise model is applied and performed at all levels. Position works on-site based in Carolina, PR.

MAJOR DUTIES & RESPONSIBILITIES :

• Manages overall branch office.
• Lead business development activities at the branch resulting in customer relationship index, loan portfolio, deposit portfolio increase and any additional financial and / or service goals.
• Drive and promotes positive dynamics among branch team members with customer and co-workers at all levels : synergies, teamwork, and a healthy work environment.
• Responsible for the delivery of proactive and superior customer experience in the branch. Building a customer focused culture amongst the entire Branch Team to deepen and achieve long term and profitable customer’s relationships.
• Support the Bank’s digital transformation by encouraging the team to actively promote transaction migration and customer’s adoption.
• Strengthen bank relationship with customers, by encouraging excellent communications skills, effective customers interactions, professional projection and image.
• Maintain and sustain a franchise model at the branch, ensures all decisions and determination are aligned and comply with our service standards. Monitors, evaluates and coach staff performance to ensure compliance with our values, attributes and value proposition on daily activities and interactions with internal and external customers.
• Oversees direct reports leadership, professional development and performance management activities.
• Assist in recruitment process, candidate selection, motivates and develops assigned staff.
• Provide direction and lead the staff to maintain required service levels in all branch areas.
• Ensures branch compliance with bank regulations, requirements, and procedures; ensures staff follows operational and security policies and procedures. Responsible for obtaining satisfactory results on regulatory reviews, branch audits and any other internal and / or external reviews.
• Represents the financial institution in the community through good customer relations.
• Reviews and approves banking transactions in accordance with established authority levels / limits.
• Manages branch audits.
• Other duties may be assigned.

EDUCATION AND EXPERIENCE :

WORK AUTHORIZATION & ELEGIBILITY :