Branch Manager - Large

Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. Understands the needs of BMO customers or prospects to provide sales and service in the best interests of the customer. Advises customers on products and strategies that meet their financial objectives. Identifies and makes referrals to other business groups. Supports sales and customer service activities to meet strategic customer experience and profitability goals in compliance with legal and regulatory requirements and the Bank’s policies and processes.

• In-depth knowledge of retail banking products and services.
• In-depth knowledge of all branch operational processes and policies.
• Influences and negotiates to achieve business objectives.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Conducts cold calls to prospective customers to develop new customer relationships.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Develops and executes a branch business plan to maximize business growth and wallet share and achieve customer retention and acquisition objectives.
• Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations.
• Complies with all legal and regulatory requirements for the jurisdiction.
• Ensures alignment between stakeholders.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• In-depth knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
• Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
• Develops and maintains a network in the community to enhance the Bank’s visibility and builds a strong referral source for new potential business.
• Data driven decision making - In-depth.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice in the best interests of the customer.
• Implements, reviews, and revises work plans.
• Maintains the confidentiality of customer and Bank information.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Resolves customer related issues using knowledge of bank services, products, and processes.
• Collaboration & team skills - In-depth.
• Verbal & written communication skills - In-depth.
• Coordinates the implementation of national and regional sales and service initiatives.
• Plans and controls unit operating expenses in accordance with forecasts.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
• Builds the business plan for the branch.
• Provides technical training and support to branch employees to maintain operational and sales effectiveness and recommends improvements.
• Works independently and regularly handles non-routine situations.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Monitors sales and service performance against plan to identify gaps, issues, and best practices, and develop and implement action plans that close performance gaps and resolve issues.
• In-depth knowledge of branch technologies, processes, and performance metrics.
• Identifies emerging issues and trends to inform decision-making.
• Fulfills sales and service activities for the customer in accordance with approved procedures.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• Builds effective relationships with internal/external stakeholders.
• Works with internal stakeholders and colleagues to leverage sales, fulfillment, and referral opportunities to improve share of wallet, acquire new customers, and provide full financial services to customers.
• Influence skills - In-depth.
• Maintains a high-touch relationship with key branch customers and prospects within the market.
• Assists in the development of strategic plans.
• Broader work or accountabilities may be assigned as needed. Qualifications:
• Manages transactional outcomes for customer calls or defers to appropriate internal business groups.
• Analytical and problem solving skills - In-depth.
• Leads the implementation of new programs, products and processes within the branch.
• Attracts, retains, and enables the career development of top talent.
• Conducts independent analysis and assessment to resolve strategic issues.
• Supports the Bank’s community involvement and participates in community activities.
• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Resolves complex or unresolved customer situations or escalates to the next higher manager for resolution.
• Creates innovative business development strategies, including collaborating with BMO partners to grow the business and maximize branch revenues, sales, and customer satisfaction, and minimize operating losses.
• In-depth knowledge of competitive marketplace and trends in product offerings.
• Previous supervisory or management experience.
• Provides specialized consulting, analytical and technical support.
• Communicates goals, plans, and assignments to achieve financial and customer service goals.
• Monitors the service request and problem resolution processes for adherence to national standards.

We’re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/us/en

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. BMO is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.