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Branch Quality Manager
BankUnited
Miami, FL, United States
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Job Description
SUMMARY: The Branch Quality Manager (BQM) assists the Branch Sales Leader in the daily management of the branch and manages the branch in the absence of the Branch Sales Leader, reinforcing the Bank's branding and vision through personal modeling of expected sales (internal), service, operations and compliance behaviors. The intent of the Branch Quality Manager role is for it to be the primary liaison with corporate divisions to insure the branch's adherence to regulations, policies and procedures as well as to provide a timely and accurate response to requests for information. This position may also serve as a training position for a possible Branch Sales Leader opportunity once the proper experience is achieved and sales, compliance and operations skills are demonstrated.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Manages branch Compliance, Operations, Training and Finance responsibilities. Serves as the primary contact for the corporate divisions and departments.
• Ensures branch employees timely respond to and complete initiatives and requests for information.
• Monitors branch work daily to ensure it is complete and compliant; ensures branch work is verified for accuracy and legibility before it is submitted for processing to ensure quality and regulatory compliance.
• Ensures all branch employees adhere to their day to day performance expectations, regulatory compliance training, corporate training, and bank policies and procedures while maintaining the highest level of customer service and the branch's operational integrity.
• Ensures that the branch adheres to and supports the bank's branding model by delivering exemplary service, driving branch profitability via in-branch sales and retaining quality accounts.
• Manages the day-to-day operations of the branch and ensures service levels are met by actively assisting clients on the platform (i.e. opening accounts) and performing teller transactions behind the teller line, as needed. Maintains a Teller Cash Box.
• Coaches branch employees on adherence to sales, service, compliance and operational standards. Maintains an understanding of all current financial products, regulations, policies and procedures.
• Provides weekly one-on-one coaching with each direct report on sales, service, compliance and operational standards and maintains weekly coaching logs
• Facilitates weekly staff meetings that include agendas and sign in sheets
• Conducts interviews with candidates for branch positions.
• Completes and delivers performance appraisals and disciplinary actions for branch staff.
• Manages and coaches branch staff to meet and exceed established short-term and long-term sales goals. Trains, develops and coaches branch staff to meet sales expectations.
• Manages service levels against customer expectations within budget; manages difficult situations with customers.
• Approves specific check amounts, wire transfers, cashier's checks, uncollected funds, and insufficient funds based on credit authority limitations.
• Manages programs and reward systems developed with the Branch Sales Leader to increase morale and develop employees. Maintains high level of performance and works to reduce turnover.
• Supports the Branch Sales Leader's efforts to generate new business within the business community and civic organizations.
NON-ESSENTIAL FUNCTIONS: As determined by Branch Sales Leader.
SUPERVISORY RESPONSIBILITIES: Carries out supervisory responsibilities for the Tellers and Relationship Bankers in the Branch in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.
EDUCATION and/or EXPERIENCE: High School diploma or GED required. Associates or Bachelor's Degree preferred. 3-5 years progressive banking (branch) experience that includes previous supervisory experience and demonstrated leadership capabilities required. Strong branch operations experience and knowledge of branch regulatory requirements preferred.