In a Retail bank branch, proactively sells the bank’s products and services to existing customers and prospects, guides the sales efforts of the platform team, ensures superior customer service levels, and manages the daily operations.  

Responsible for the overall management of a mid-to-large-sized banking office.  Proactively guides the sales activities of the assistant manager and platform staff toward achievement of their personal sales objectives, as well as established branch goals.  Through tested techniques, engages in sales and service coaching sessions with sales staff.  With a focus on building commercial relationships, conducts business development activities to include personal visits and outbound teleservicing as components, several of which may be joint with partners from the business banking unit. Promotes Eastern Bank through community involvement via memberships in local organizations (i.e. Chamber of Commerce, Rotary, etc.), participation in city/town events, engaging local business networks, and the like. Ensures sound branch operations and compliance. Complies with all bank policies, regulations, and laws applicable in carrying out responsibilities for both staff and self. Effectively collaborates with internal business partners (HR, Wealth, Business Banking, Consumer Lending, etc.) to ensure branch success. Manage and develop branch staff through observational coaching sessions, joint sales calls where applicable, using the coaching models, defined sales activities, and consultative customer sales tools. Leads by example and inspires confidence, respect, loyalty and ensures a positive team environment among staff. Proactively identifies, reports, and resolves customer issues to ensure a positive customer experience, actively promotes programs that solidify the customer relationship, and manages customer service standard levels within the branch, adhering to established guidelines.  Consistently applies policies for routine aspects of staff management, and as performance issues arise.  Prepare and deliver performance appraisals for staff. Expected to have / gain full understanding of the teller function.

Balancing policy and procedure with appropriate judgement, and with minimal direction, makes management decisions that are mutually beneficial to the bank and the customer. Incumbent seeks appropriate guidance when dealing with policy ambiguity, unfamiliar employee situations, etc.

Qualifications:

Strong problem resolution skills and leadership ability  Leads by example and inspire confidence, respect, loyalty and ensures a positive team environment among staff. Basic business acumen and professionalism is a must.  The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. Demonstrated ability to generate sales excitement. Ability to build relationships and strong alliances across the organization is crucial.  Ability to develop branch staff through observational coaching sessions, joint sales calls, where applicable, defined sales activities, etc.  Must have the ability to quickly adapt and be a change agent. Must be able to quickly learn all details about the products and services offered by the bank and must retain and build upon product knowledge base as a member of the division’s management team.  Must understand the “big picture” in banking – e.g., answers to questions like:  How does a bank make money?  What makes a product profitable? Bachelor’s degree preferred, or equivalent combination of training and/ or experience.  3-5 years of management experience and proven leadership capabilitities required, preferably in a retail banking environment.  Must have a history of solid sales, service, and management successes.