Assistant Branch Manager

2 weeks ago

Montreal, Quebec, Canada BMO Full time

Job Summary:

We are seeking a highly skilled and experienced professional to join our team as an Assistant Branch Manager at BMO. As a key member of our retail banking sales and service team, you will be responsible for delivering exceptional customer experiences and driving business growth.

Key Responsibilities:

  • Foster a culture aligned to BMO's purpose, values, and strategy, and role model BMO values and behaviors in all interactions.
  • Ensure alignment between values and behavior that fosters diversity and inclusion.
  • Regularly connect work to BMO's purpose, set inspirational goals, define clear expected outcomes, and ensure clear accountability for follow-through.
  • Build interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
  • Attract, retain, and enable the career development of top talent.
  • Improve team performance, recognize and reward performance, coach employees, support their development, and manage poor performance.
  • Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice in the best interests of the customer.
  • Coordinates service requests and problem resolution processes to ensure accurate completion and follow-up that meets or exceeds customer expectations, or escalates for resolution.
  • Develops and maintains a network in the community to enhance the Bank's visibility and builds a strong referral source for new potential business.
  • Supports the Bank's community involvement and participates in community activities.
  • Resolves customer-related issues using knowledge of bank services, products, and processes.
  • Fulfills sales and service activities for the customer in accordance with approved procedures.
  • Provides input into area business and market plans to optimize new and existing business opportunities within the community.
  • Establishes relationships with business partners (e.g., CDC, MasterCard, Symcor, etc.) to maintain knowledge of interdependent systems and related policies and procedures.
  • Reviews results and performance measures against plans and standards (e.g., sales targets, service targets, referral targets) to address gaps and develop plans.
  • Analyzes data and information to provide insights and recommendations.
  • Provides technical training and support to branch employees to maintain operational and sales effectiveness and recommends improvements.
  • Manages transactional outcomes for customer calls or defers to appropriate internal business groups.
  • Resolves complex or unresolved customer situations or escalates to the next higher manager for resolution.
  • Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations.
  • Builds effective relationships with internal/external stakeholders.
  • Maintains the confidentiality of customer and Bank information.
  • Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
  • Complies with all legal and regulatory requirements for the jurisdiction.

Qualifications:

  • Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
  • 1-3 years of banking or customer service/sales or equivalent experience.
  • Previous supervisory or management experience - preferred.
  • General knowledge of retail banking products and services.
  • General knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
  • Working knowledge of competitive marketplace and trends in product offerings.
  • Working knowledge of branch operational processes and policies.
  • Working knowledge of branch technologies, processes, and performance metrics.
  • Specialized knowledge from education and/or business experience.
  • Verbal & written communication skills - In-depth.
  • Collaboration & team skills - In-depth.
  • Analytical and problem-solving skills - In-depth.
  • Influence skills - In-depth.

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