Banking Center Manager | Phoenix​/Scottsdale, AZ

Position Summary

The Banking Center Manager I (BCM) is responsible for managing a banking center designated as larger in asset size, higher transaction volume, and/or elevated staffing levels. The BCM will lead all areas of sales, service, and operations in the banking center. The BCM will hold the team accountable for needs-based selling of all bank products and services to customers and non-customers to grow their banking center.

This role requires supervising, mentoring, and coaching the banking center team for the attainment of sales, service, and operational goals through the execution of Service Excellence. This position will report to the Market or Regional Manager.

• Lead by example in providing exceptional, high-level customer service, addressing complex inquiries, complaints, and concerns with professionalism and efficiency.
• May serve as primary contact for high-net-worth consumer and business customers, offering tailored financial solutions.
• Lead by example in cultivating & maintaining strong, long-term customer relationships ensuring their financial needs are met.

• Lead sales efforts to achieve banking center quarterly and annual goals as assigned.
• Responsible for overall banking center sales & service performance and results.
• Ensure that all associates are executing on Service Excellence through the modeling and coaching of established service standards and expectations.
• Coordinate staffing plans and personnel needs with their respective Market Manager.
• Supervise, evaluate, coach, and provide corrective counseling as needed to all banking center associates.
• Develop and support a strong needs-based sales environment by modeling the right behaviors, conducting sales meetings, individual coaching sessions & providing recognition.
• Attract new business clients through networking with local businesses and building partnerships within the community.
• Maintain strong partnership with other Line of Business leaders to expand customer relationships through a collaborative approach.
• Cultivate & deepen relationships with business customers, ensuring we are meeting their business and consumer financial needs.
• Complete any other banking center-specific responsibilities as determined by Consumer Leadership.

• Responsible for banking center audits, including the Risk & Compliance Quarterly Review.
• Ensure banking center team remains compliant with all bank policies, procedures, regulatory requirements, and privacy regulations keeping customer data confidential and secured.
• Monitor and detect any suspicious or potentially fraudulent activity, escalating issues as appropriate.
• Oversee daily operational tasks including cash balancing, managing office supplies, & supporting the opening & closing of the banking center.

• Supervise associates including coaching and development to help meet sales goals, strict adherence to policies and procedures, and to provide exceptional customer service.
• Understand banking center teams’ career objectives and provide mentoring & training to support their development.
• Ensure team completes all required training timely.
• Leverage available Associate Development Programs to develop teams’ skills and broaden their knowledge.

• Strong sales and customer service skills
• Strong oral and written communication skills

• Make independent decisions regarding banking center operations for which there are not always precedents.
• Analyze and solve problems that are of a complex nature
• Take reasonable care to prevent loss to the organization
• Perform duties under frequent time pressures
• Familiarity with - and support of, mergers and acquisitions as it relates to retail banking

• Requires 5 or more years of banking or management experience in progressively responsible roles at a financial institution or related business field.
• Bachelor’s degree preferred.
• Pursuant to the Secure and Fair Enforcement for Mortgage Licensing Act (“SAFE Act”), all Banking Center Managers (if lending) are required to…