Senior Client Manager

MANAGER - CLIENT SENIOR WHAT IS THE OPPORTUNITY?

The Client Manager is responsible for contributing to overall branch sales efforts, maintaining first‑in‑class service levels for their branch, and all aspects of operational integrity for the branch and colleagues. They hire, develop, and coach branch internal sales/service colleagues, providing motivation and direction to achieve exemplary service levels when working with or for the client in problem resolution. The role supports internal sales activities by developing product knowledge with their team, training/leading the sales/service team to recognize referral and sales opportunities, and making appropriate product/service recommendations consistently.

Working directly with the branch manager they lead with a team approach in meeting the sales goals for the entire branch. They also support the branch manager and relationship managers in building and maintaining client relationships, including joint client calls as needed. The Manager provides expertise in risk management and loss prevention policies and procedures, monitoring and auditing the office for compliance.

For de novo branches, they engage in external business development: managing the internal sales/service process (outbound calling, client/prospect site visits, cross‑sell opportunities with existing portfolio) and working with internal partners for new opportunities; acquiring new business and personal client relationships, and facilitating direct reports’ achievement of new client acquisition and cross‑sell goals.

Proactively guides colleagues and teams to achieve results, assesses strengths, develops needs, and provides feedback, mentoring, and opportunities for development. Ensures products and sales/services training is completed to provide clients with appropriate solutions and manages annual reviews for the internal sales/service team.

Acts as a champion for clients and colleagues, providing exemplary service. Partners with colleagues in all divisions to support client retention objectives and promotes solutions appropriate to clients.

Supports sales/service colleagues, relationship managers, and managers in building and maintaining branch client relationships. Works with business partners to deliver solutions to maintain and grow relationships, recommends cross‑selling opportunities to maximize profitability, and leads the internal sales process (outbound calling, client site visits, creating opportunities with existing portfolio, and working with partners for new opportunities).

Responsible for the operational integrity of the branch. Expert in risk management and loss prevention, completing, monitoring, and auditing branch certifications and operational reviews and ensuring regulatory compliance while communicating and implementing changes to policy and procedure.

Blends people into teams when needed, creating strong morale, sharing wins, fostering dialogue, and letting people finish and be responsible for their work.

Dedicated to meeting expectations and requirements of internal and external clients, using client information for product and service improvements, and establishing effective relationships that earn trust and respect.

Effectively copes with change, shifts gears comfortably, decides and acts without a full picture, tolerates uncertainty, and manages risk.

Makes good decisions based on analysis, wisdom, experience, and judgment, and is sought for advice and solutions.

Establishes clear directions, sets stretching objectives, distributes workflow, organizes work, maintains dialogue, and brings out the best in people.

Has a nose for talent, hires strong people and assembles a talented staff.

Relates well to all kinds of people, builds rapport, uses diplomacy, and can diffuse high‑tension situations comfortably.

Provides current, direct, complete, and actionable feedback, faces problems quickly, and takes corrective action when necessary.