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- Boston, MA
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AVP Branch Officer
HarborOne Bank • Boston, MA
Posted 1 month ago
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Under the direction of the VP Branch Director or VP Regional Manager, this position will be responsible for oversight of a “relationship branch” as part of Harbor One’s branch evolution. This position shall oversee the customer experience, employee engagement, sales production, business development, operational integrity, digital on-boarding and utilization, community relations activities and growth of assigned branch. Of critical importance is the adoption of new engagement practices, staff motivation and customer onboarding to new technologies.
This position will support Retail Administration during the critical training period prior to branch opening. Additional responsibilities will include special projects, branch evolution training, staff recruitment and team building, operations training, as well as participation in branch evolution program and design development. If assigned to a specific geographic location, this candidate may be required to integrate into the local community through business networking, joint business calls, or community involvement prior to branch opening.
Ensures the successful rollout of “relationship branch” model including staff engagement and adoption of new “relationship banker” role and responsibilities.
Leads the creation of an exceptional customer experience through active lobby management and customer-centric engagement practices. Adopts “relationship banker” model and new practices, programs and policies of evolved branch. Helps drives the utilization of new technologies through customer education and on-boarding.
Plans and directs branch activities including sales production, service quality, branch staff development and oversight, adherence to security, compliance and all operational policies and procedures.
Responsible for employee engagement and branch morale through effective communication and leadership.
Acts as sales manager for branch. Develops and monitors skills of employees. Conducts regular coaching sessions as well as sales meetings, huddles and one-on-one coaching sessions. Establish branch performance goals as well as individual accountabilities, and motivate staff toward the achievement of collective and individual targets.
Provides and directs team members in the consistent delivery of service excellence. Ensures the bank’s service standards are met or exceeded. Sets a good example and inspires confidence, respect and loyalty among staff.
Directs and manages all aspects of branch operations including security, compliance, and retail banking policies and procedures. Ensures the adoption of new self-service technologies and oversees the on-boarding of customers. Promotes adherence to bank policies and procedures. Participates in all aspects of branch operations and functions as a relationship banker as needed.
Oversees and ensures accuracy of work in accordance with regulatory and internal control standards.
Analyzes sales reports to identify areas of opportunity.
Works with business partners to identify business and cross-referral opportunities. Partners with business banking officers in business calling. Strives to deepen relationships and enhance the profitability of our existing portfolio, as well as develop new business in the community. Participates in business networking groups.
Possesses a thorough knowledge of all Harbor One’s products and services to provide suitable recommendations to clients and effectively coach staff to become effective relationship builders.
Advise customers about all loan products, both consumer and business. Coordinate with Consumer Lending on the approval and disbursement of consumer and business loans. Assist in the completion of loan applications making recommendations based on suitability.
Ensure all literature in the branch is up-to-date and appropriate, including product brochures, disclosures, marketing materials, and human resource collateral.
SECURITY: Follow proper security procedures for opening and closing the branch. Train and enforce all security procedures. Respond to after-hours alarms and calls.
In conjunction with VP/Branch Director and VP/Regional Manager, develops and maintains branch budget, business development goals, and community relations activities, staffing models, cross-functionality, schedules and performance standards. Monitors and controls expenses on an ongoing basis.
Maintain an excellent understanding of Bank’s products and services as well as local market needs, opportunities and challenges.
Ensure staff are up-to-date on all regulatory issues and have completed required regulatory classes/training programs.
Evaluate, coach and develop employees. Ensure staff have access to regular training and development opportunities. Monitor staff turnover, retention and career development plans.
Demonstrate and promote high ethical standards and behaviors. Respects, promotes and values diversity.
COMPLIANCE: Maintain a superior understanding of all applicable regulations and laws relating to day to day duties including but not limited to: Bank Secrecy Act, Privacy, Fair Lending, and Regulation E. Stay apprised of all changes and communicate to staff. Complete required compliance training on time and apply learnings to daily activities.
Participate in community events.
Proactively evaluate market for business opportunities. Work in concert with Retail Administration in the development of marketing support and campaigns.
Prepare work schedule and assign duties as necessary.
Complete and compile required reports as requested including pipeline and sales production, operations and customer activity reports.
Share best practices of model with other managers. Assist in training programs and provide support to retail peers as part of branch evolution.
Other duties as assigned.
Manages branch staffing compliment including Relationship Banker Supervisor, RB-Operations, Senior Relationship Bankers, and Relationship Bankers. Is responsible for the overall direction, coordination and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, training and developing employees; planning, assigning and directing work; appraising performance; rewarding and providing constructive feedback/discipline; addressing complaints and resolving problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Associates degree (A.A.) or equivalent from two-year College or technical school. Bachelor’s Degree preferred. At least five years related experience and/or training; or equivalent combination of education and experience. Management experience working in a fast paced sales or hospitality industry beneficial, in addition to direct banking or retail experience.
Satisfactory completion of all bank training programs required, including “relationship banker” training for evolved branches.
Ability to read and interpret documents such as safety rules, operating or maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence required. Ability to speak effectively before groups of customers or employees. Strong oral and written skills required.
Strong technical skills required to learn new self-service technologies and educate others around convenience services.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.