The Retail Banking Manager is responsible for overseeing and providing leadership and supervision to the Retail Banking Department and other related Bank activities/projects. They always present a positive image of the bank, ensuring a high standard of customer service and satisfaction that exceeds customer expectations. They maintain accountability for reaching annual sales goals and overall profitability, while ensuring compliance with all Operations related issues.

ESSENTIAL FUNCTIONS

• Manages a team of employee(s) including hiring, training, and employee development and performance management.
• Responsible for submission of the Retail Banking Department budget for approval and the annual performance of the Retail Banking Department compared to budget.
• Responsible for overall production and profitability of the Retail Banking Department.
• Manage Merchant Services, Business Cash Management, Internet Banking, and Remote Deposit Capture.
• Cross- sell Remote Deposit Capture (RDC) to business customers; sees that machines are installed properly and ensure customer satisfaction and proficiency with product and at processing remote deposits.
• Manage Bank CDARS and ICS Accounts; negotiate interest rates for CDARS accounts that will profit the bank as well as satisfy the customers.
• Complete special projects by deadlines; assigns and supervises special projects as needed.
• Complete employee evaluations for Operations Department in a timely manner.
• Identify training and developmental needs; encourage employees to grow and take on greater responsibilities.
• Control expenses through effective scheduling, identifying staffing needs, monitoring overtime, and maintaining high productivity within the team.
• Maintain sales culture by setting an example with personal involvement and encouraging cross selling as an extension of good customer service.
• Complete necessary File Maintenance for customer requests to change beneficiaries, add Power of Attorney, Name Changes, Account Type Changes, etc.
• Correct, review and approve timecards of direct reports on a regular basis to ensure that they are correct and complete prior to payroll processing.
• Responsible for coaching and mentoring team members to further their job knowledge and improve customer care skills.
• Update Business Continuity Plan (BCP) immediately as changes occur.

ADDITIONAL RESPONSIBILITIES

• Back up all Retail positions within the bank
• Assists customers with internet banking, mobile banking, online account opening, phone call assistance and email inquiries.