Assistant Branch Manager

4 weeks ago

Westmount, Quebec, Canada BMO Full time
Job Summary

We are seeking a highly skilled and experienced Assistant Branch Manager to join our team at BMO. As a key member of our retail banking sales and service team, you will be responsible for guiding and directing employees to deliver exceptional customer service and sales results.

Key Responsibilities
  • Foster a culture aligned to BMO's purpose, values, and strategy, and model BMO values and behaviors in all interactions.
  • Ensure alignment between values and behavior that promotes 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 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.
  • Proactively understand customer personal banking and credit card needs and integrate marketing promotions and programs into customer conversations to provide strategic advice in the best interests of the customer.
  • Coordinate service requests and problem resolution processes to ensure accurate completion and follow-up that meets or exceeds customer expectations, or escalate for resolution.
  • Develop and maintain a network in the community to enhance the Bank's visibility and build a strong referral source for new potential business.
  • Support the Bank's community involvement and participate in community activities.
  • Resolve customer-related issues using knowledge of bank services, products, and processes.
  • Fulfill sales and service activities for the customer in accordance with approved procedures.
  • Provide input into area business and market plans to optimize new and existing business opportunities within the community.
  • Establish relationships with business partners (e.g., CDC, MasterCard, Symcor, etc.) to maintain knowledge of interdependent systems and related policies and procedures.
  • Review results and performance measures against plans and standards (e.g., sales targets, service targets, referral targets) to address gaps and develop plans.
  • Analyze data and information to provide insights and recommendations.
  • Provide technical training and support to branch employees to maintain operational and sales effectiveness and recommend improvements.
  • Manage transactional outcomes for customer calls or defer to appropriate internal business groups.
  • Resolve complex or unresolved customer situations or escalate to the next higher manager for resolution.
  • Maintain current knowledge of personal banking and credit card industries, practices, and trends and integrate into customer conversations.
  • Build effective relationships with internal/external stakeholders.
  • Maintain the confidentiality of customer and Bank information.
  • Identify and report suspicious patterns of activity that are suspected to be related to money laundering.
  • Comply with all legal and regulatory requirements for the jurisdiction.
Requirements
  • Typically between 3-5 years of relevant experience and post-secondary degree in a 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.
What We Offer

BMO offers a competitive salary range of $44,500.00 - $82,500.00, a comprehensive benefits package, and opportunities for professional growth and development.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional customer service and sales results, we encourage you to apply for this exciting opportunity.

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