Head of Retail Banking

The Head of Retail Banking is responsible for the administration and efficient operation of managing State Bank of Illinois’ full service branches, including operations, lending, product sales, customer service, and security and safety in accordance with the Bank’s objectives.  Develops new deposit and loan business; provides a superior level of customer relations and promotes the relationship and service culture through coaching, guidance and staff motivation; achieves individual, branch and bank wide goals through new relationships, referrals and retention of account relationships.  Provides leadership, training and supervision; delegates day to day operations to Branch Managers and or other branch personnel.  Responsible for attaining established retail and Bank goals through active participation in relationship management and officer call programs.  Participates in community affairs to increase the Bank’s visibility and to enhance new and existing business opportunities.  Performs supervisory duties of branch and managerial staff, and coordinates managerial staff coverage within all retail areas of the bank.

Assures compliance with all Bank policies and procedures, as well as, all applicable state and federal banking regulations.

1.       Reinforces the application of superior customer service through his or her example along with appropriate follow through with involved customers and employees; conducts specific periodic meetings and presentations on this topic with all managers and staff members.

2.       Engages in business development activities and solicitation of new business prospects; actively involved in instilling and maintaining a positive sales environment through education of the Bank’s products and services; investigates and follows up on significant changes in status of existing customers; motivates and monitors staff in cross selling and product presentation compared to goals; meets with customers to discuss needs and outline appropriate Bank services; resolves customer concerns or problems as necessary.

3.       Ensures the organization of all retail areas, coordinating available resources (e.g., staff, materials, etc.) for maximum results.

4.       Responsible for assisting in the retail marketing objectives of the various market areas serviced; identifies and pursues potential sources of business and other strategies to meet established goals and directives; documents the effectiveness of the retail area’s marketing plan and makes recommendations to Senior Management as appropriate.

5.       Assures audit compliance and procedure quality control and recommends and initiates corrective actions; ensures that each branch is in compliance with established Bank policies, procedures and state and federal regulations.

6.       Contributes to the overall profitability of the Bank; implements costs controls, income generation, and branch marketing efforts; monitors expenses to ensure compliance with budget.

7.       Approves or declines credit requests within approved lending limits; submits credit requests to Loan Committee for approval; interviews loan applicants, explains loan options, rates, terms and collateral requirements; assists customers in the completion of credit applications; obtains credit reports and other verifications as required and analyzes credit data; consults with the Chief Credit Officer or other lending personnel when appropriate; advises loan applicant of decision; processes necessary documentation and provides customer with properly completed disclosures and forms within established time frames.

8.       Assists Branch Managers in resolving inquiries and providing managerial support; participates in various internal committees assigned by Senior Management.

9.       Maintains knowledge of security and safety policies and strictly adheres to established procedures; works closely with the Bank Security Officer to maintain an updated plan for the branches; ensures staff is properly trained and made aware of any changes to the plan and procedures.

10.    Directs and delegates day to day operations for the branches; approves large deposits and withdrawals; reviews and acts on daily reports; ensures branches are maintained in a neat, clean and attractive manner; recommends redecoration or major repair or redesign of floor space as necessary to Senior Management.

11.    Ensures effective communication with staff for implementation of all policy and procedure changes as approved by Senior Management; schedules and conducts any necessary training for staff.

12.    Works closely with the CRA Officer and promotes the Bank’s CRA policies and programs; participates in various professional, civic and community activities; forwards all related documents, comments or requests to the CRA Officer; responsible for the administration of the branch’s CRA public file.

13.    Reviews NSF and overdraft reports for customers assigned within his or her portfolio; approves or declines such exceptions within established lending limits.

14.    Maintains a superior knowledge of financial industry status and trends.

15.    Directs, monitors, and appraises the performance of Branch Managers immediately reporting to the position and provides the necessary coordination between activities.

16.    Responsible for the administration of all reporting retail policies and procedures.

17.    Consistently applies superior decision making techniques pertaining to inquiries, approvals and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.

18.    Assumes responsibility for special projects, gathers data and prepares reports for Senior Management, audits and other personnel.

19.    Plays a positive role in the development and growth of assigned retail staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross trained staff.

20.    Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervises the daily retail activities including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.

21.    Processes, solves and answers complex customer transactions, problems or inquiries.

22.    Operates computer terminal or personal computer to process account activity, determine balances and resolve problems within given authority.

23.    Answers telephones, answers questions and directs callers to proper Bank personnel.

24.    Assumes responsibility for various retail functions in the absence of staff members or in overload situations.

25.    Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

26.    Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action. 

27.    Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the Bank through outside activities.

The position of Regional Manager performs duties specific to the position and other functions as assigned.

The position of Regional Manager is responsible for the supervision of 4 or more employee(s), and normally carries out supervisory responsibilities in accordance with the Bank's policies and applicable laws, ensuring adherence to EEO guidelines.

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.  Individual abilities may result in some deviation from these guidelines.

·          Bachelor’s degree from a college or university; or equivalent related experience and/or training; or the equivalent combination of education and experience.  Work related experience must consist of branch management operations, lending and a supervisory background.  Educational experience, through in-house training sessions, formal school or financial industry related curriculum, is required to be applicable to the financial industry.

·          Mastered experience, knowledge and training in progressively responsible branch management and supervisory activities.

·          Advanced experience, knowledge and training in financial statement and tax return preparation typically resulting from a combination of education in accounting, financial and/or credit analysis or related areas.

·          Advanced knowledge of related state and federal banking compliance regulations, Bank operational policies and procedures, and the Bank’s products and services.

·          Advanced experience, knowledge and training in all lending activities and terminology.

·          Advanced sales and marketing experience.

·          Demonstrated ability to cross-sell and explain all Bank products and services with confidence and authority.

·          Advanced loan product knowledge.

·          Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.

·          Excellent organizational and time management skills with the ability to provide leadership, supervision and training for 3 or more employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.

·          Intermediate knowledge of human resource labor laws and policies.

·          Basic skills in computer terminal and personal computer operation; mainframe computer system; word processing and spreadsheet software programs.

·          Basic typing skills to meet production needs of the position.

·          Advanced math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.

·          Exceptional verbal, written and interpersonal communication skills, with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, and speak clearly to customers and employees.

·          Thorough understanding of management procedures; ability to plan department or Bank activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Bank activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).

·          Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.

·          Ability to work with no supervision while performing duties.

Management reserves the right to change this position description at any time according to business needs.