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Retail Market Leader
First Merchants Corporation
Dublin, OH, United States
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Description
Working at First Merchants is more than a job. We’re a community bank with local roots and we care about our customers and our employees. When you join our team, you participate in our mission to build financial solutions, provide sound advice and products, and deliver exceptional service.
Our focus on building individual career development plans and providing robust learning and development programs are additional reasons to join the First Merchants team.
If you’re ready to join a local organization that is a leader in the community, take a look at our exciting opportunities. First Merchants is a growing company with new career possibilities forming every day.
Position Goals:
Provide strong leadership to effectively develop and drive the strategic and tactical sales and service goals across the assigned market to ensure company goals and metrics are achieved. Play a major role in the recruitment, development and retention of high quality employees at all levels within your market. Oversee the operational soundness of the banking center through coaching and inspection of retail policies and procedures.
Direct Management Received:
Regional Sales Manager
Direct Management Exercised:
Banking Center Managers and functional direction of the Regional Administrative Assistant
Essential Duties and Responsibilities:
1. Develop and implement an aggressive sales strategy designed to drive and exceed established deposit, loan and partner referral goals with new and existing client relationships to support the attainment of scorecard goals and metrics including the overall profitability of the banking centers and market.
• Complete Quarterly Strategic plans to grow the market including promotions and calling campaigns.
• Promote a sales culture and ensure staff members receive proper training to effectively respond to customer’s needs with knowledgeable and timely recommendations.
• Ensure all banking center team members have assigned sales goals to maximize individual efforts.
• Inspect banking center Sales Management Routines are consistently taking place to include daily huddles, weekly sales meetings, weekly employee touch bases, and monthly observations.
• Review and evaluate weekly and monthly sales reporting at the market and banking center level to review trends and seek understanding of performance objectives and overall branch productivity.
• Promote Community involvement within your team and leverage contacts to create new business opportunities.
2. Implement effective Sales Management routines designed to coach, teach, train and inspect sales activities within the assigned banking centers.
• Administer weekly sales calls with banking center leadership team and partners to focus on driving key sales metrics.
• Facilitate weekly touch bases with each Banking Center Manager and Retail Lending Leaders to discuss specific sales and service metrics with those individuals.
• Conduct a minimum of 2-3 in person banking center visits each week to visually inspect and review sales and service levels of all team members.
• Complete Branch Visit Agenda for each banking center every 6 months to ensure compliance with all sales and operational components allowing you to resolve any inefficiencies or problems.
• Conduct monthly Banking Center Manager meetings to maintain a high level of training, knowledge and communication within the market
3. Establish high expectations for superior quality customer service on a wide variety of banking matters.
• Ensure banking center teams and partners are delivering on Gold Standard Customer Service expectations.
• Use customer feedback surveys to coach managers on how to build customer loyalty and create customer advocates for their banking centers.
• Respond to all customer issues and concerns that are escalated through the customer feedback portal within 24 hours.
4. Create and foster a robust employee experience within the market.
• Actively participate in the hiring and recruitment of new employees within your market.
• Create an environment of open, honest and consistent feedback designed to improve individual and company performance.
• Evaluate performance on a consistent basis in an honest and impartial manner. Hold frequent performance and career development conversations to help your employees reach both personal and professional goals.
• Know and be connected with highly impactful bankers within your market for potential employment opportunities.
• Review and resolve personal issues with the assistance of Human Resources to ensure resolution within established procedures and guidelines.
• Make salary and promotion recommendations as appropriate.
5. Oversee and inspect operational aspects within your banking centers.
• Ensure successful results within your market on the monthly operations scorecard.
• Ensure total compliance of physical and informational security policy including business and consumer verification procedures.
• Set and maintain high expectations for branch appearance standards.
• Attend and/or complete all applicable annual compliance training classes and ensure completion of applicable training classes for all team members within your market.
Knowledge, Skills and Abilities:
In addition to the list below, it is understood that all positions with the company require individuals who possess a pleasant and friendly attitude, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance. Core competencies have been identified as relevant to every position within the company and include: Ethics and Integrity, Listening, Business Acumen, Customer Focus, Approachable and Savvy, Action Oriented, Managing Time & Priorities, Work/Life Balance, Composure & Patience, Drive for Results, Self Development & Knowledge, Dealing with Change, Decision Quality, and Informing.
Competencies:
Scorecard Results
Achieve market Scorecard results and supporting behavioral metrics as stated:
• Controllable Profit Margin
◦ Achieve market monthly Brokerage appointment and revenue goal.
◦ Achieve market monthly mortgage referral goal.
◦ Achieve market monthly business banking lending goal.
◦ Achieve all market First Direct Decision Maker, onsite and new account goals.
• Consumer Loans – Achieve 100% of the market quarterly Consumer Lending Production goal. Ensure lender participation is 100% monthly for all trained lenders.
• Core Deposits – Achieve 100% of the market quarterly Core Deposit goal.
• New Household Cross-Sell – Achieve the market quarterly cross-sell goal.
• Net New – Achieve the market quarterly Net New goal. Remain current on all changes related to products, services and tools to support the sales/referral process.
Customer Experience
• Manage the completion of all new household on-boarding calls as scheduled i.e. 2, 2,2,6,1.
• Routinely complete documented observation of customer interactions to ensure Gold Standard of Service expectations are being exceeded. Provide both informal and formal documented coaching of observations.
• Work closely with retail operations and marketing to ensure the banking centers promote the appropriate brand image and customer experience.
• Ensure banking centers are adhering to Branch Appearance Standards by completing the Branch Appearance Standards checklist one time quarterly per banking center.
• Return customer inquiries within 24 hours; take ownership of customer concerns and coach appropriately to avoid repetitive issues.
• Use the customer feedback portal on Passageways to ensure the appropriate tracking and response to formal customer compliments and complaints are addressed within 24 hours.
• Works closely with internal customers by working with Regional Leadership and line of business partners to grow and foster business opportunities and community presence.
Operational Effectiveness
• Ensure each banking center has a minimum of one employee attending the monthly Retail Operations call and sharing the information with the entire team.
• Manage fee income by following refund guidelines and coaching team members to overcome objections.
• Understand and ensure compliance for regulations and reporting, including but not limited to BSA, OFAC, CIP, EDD etc.
• Partner with Retail Operations to ensure compliance internal processes and procedures. Coach banking center teams to achieve a passing audit score and ensure any audit findings are promptly addressed.
• Teach employees to be self-sufficient through the use of the Retail Operations Manual, and daily review of the Retail Landing page.
• Manage deposit and lending exceptions. Ensure team members clear all new exceptions within 30 days.
• Oversee management of all banking center operational tasks to ensure soundness as measured by the Operational Scorecard.
• Effectively manage change by communicating a positive message and support for all company initiatives.
• Makes decisions based on knowledge at-hand; has the ability to move-on if circumstances dictate; comfortably handles risk and uncertainty.
Compliance Training
• Complete all assigned compliance training via MyLO.
Sales Process / Sales Management
• Ensure all banking center employees have measurable goals and that results are documented and reviewed quarterly in a documented coaching session. Referrals and recommendation should be accurately captured in Connections and incentive payouts are monitored for integrity.
• Leads by example and ensure the Sales Management Process is being consistently followed in every banking center. Including inspection of daily huddles, weekly pipeline meetings, and weekly sales meetings in every banking center, to include the effective use of skill builders.
• Conducts weekly touch bases with each direct report.
• Manages the consistent usage of Connections and the HUB throughout the team and is the Subject Matter Expert for Connections and HUB questions.
• Ensure the sales process is consistently performed throughout the market. Including inspection of the an effective new household on-boarding process (i.e. 2, 2, 2,6,1), client conversation and frontline referrals.
• Manages all outbound calling activities in the market to include call blocks, call nights and weekly preset appointments.
• Participates in joint calls with the BCMs each month.
• Observes and provides balanced feedback on the new account opening process to ensure appropriate cross-sell and customer experience.
Talent Management
• Manage and inspect the recruitment and hiring process for the banking centers.
• Effectively utilize Predictive Index in the hiring process and in the talent management process.
• Oversee the on-boarding process for new team members, ensuring appropriate mentor are assigned and new employee performance is evaluated at the 45 and 90 day scheduled intervals.
• Ensure new employees are enrolled in the appropriate training courses.
• Maintain adequate staffing levels by leveraging the hire ahead process, partnering with HR and improving employee retention.
• Maintain the appropriate full time/part time mix and minimize over time throughout the market.
• Actively manage and conduct Annual Performance Evaluations in a timely manner.
• Routinely conduct coach -the- coach activities to ensure banking center employees are receiving appropriate feedback, delivered in a positive, professional manner.
Requirements
Position Requirements:
Education - Bachelor’s degree in business or related field.
Experience - Five (5) or more years of sales, management, banking, or related experiences including serving in a lead or supervisory capacity.
Other - None
Preferred Requirements:
Prior retail banking experience