Job Summary
Oxford Bank Branch Managers are the “owners” of the retail office they lead. They have the autonomy and responsibility to make their team and office successful, which is measured objectively by outcomes and subjectively by engagement of team and clients. The Branch Manager is the Bank’s representative to the community they serve, ensuring we are a valued member of the community and realize value from that position.
Their primary responsibility is acting as the leader of a team by managing relationships with individuals, families and small business. The Branch Manager will directly manage the most important client relationships as well as help their team be successful with their clients. They will develop new team members to serve as relationship managers and coach existing team members to being successful.
As the owner of the office’s client relationships, the Branch Manager will proactively work with bank partners to ensure they are supporting our clients’ vision and their team members. The Branch Manager is responsible for all aspects of the branch with their focus on having a welcoming, help oriented culture for Client Service Representatives (CSRs) and other staff. They will oversee the CSRs initially but will develop an “inside” leader to manage teller operations. The Branch Manager will be accountable to help clients which will be measured objectively through deposit increases and implementing important products and services.
Primary Responsibilities
Role Responsibilities Include Leadership, Management and Accountability – Customer Service Managers will practice these attributes with guidance from Regional Manager
Lead the office as their business by ensuring all team members are helping clients to reach their goals in a convenient and timely manner.
Proactively own the relationship with clients through follow up with team members, clients and/or bank partners, to ensure client is receiving service they deserve.
Actively manage consistent communication with existing clients base to discuss and understand client goals.
Lead solution development for clients utilizing the personal banking team respective bank partners/experts.
Create and implement ideas to generate discussion with clients surrounding new products, services, promotions and marketing in conjunction with peers and leaders.
Create and maintain a service culture that is welcoming and shows we are dedicated to helping clients and our communities.
Represent the Bank in the community to develop referral sources for new clients.
Actively participate in the community to meet new potential clients.
Develop new leaders at the Bank and be engaged in team success.
Lead effective internal meetings, role play and solution development including active encouragement of team to participate.
Coordinate the physical aspects of their office by ensuring the exterior and interior represents a professional and welcoming facility.
Primary Responsibilities
Role Responsibilities Include Customer Service, Problem Resolution & Team Development
The Branch Manager is the face of Oxford Bank and will act as the primary client contact within each branch. Branch Managers of all levels will be lead team members in building and managing lifelong relationships with both consumer and business clients. Branch Managers demonstrate a genuine interest in their clients and ask questions to understand financial needs and priorities. Branch Managers will be product knowledge experts and understand the functions of all lines of business at Oxford Bank. Branch Managers present options to clients to make their banking easy and convenient, ensuring the needs of the client always come first. Cultivating strong relationships will come through by recommending products, services and processing all transaction types. Branch Managers have a genuine interest in learning and understanding client financial goals, both short and long term. Branch Managers proactively contact clients by phone to follow up on client satisfaction, build relationships, and address any additional financial needs. Solutions to help clients will be directly recommended and implemented by the Branch Manager or bank experts/ partners. The Branch Manager is the primary manager for client relationships, is empowered and responsible to ensure bank partners provide excellent service and solutions to help the client reach their goals. Special emphasis is placed on assisting clients with more complex needs such as personal financial reviews, lending services, small business needs, investments, and retirement.4
Customer Service Managers will follow the guidelines in the job descriptions as they work towards becoming a Branch Manager.
Put clients at the center of everything you do
Display a friendly, positive attitude when serving both internal and external clients
Possess strong client service skills
Build relationships with clients that go beyond one interaction
Focus on client long-term financial needs
Engage clients in meaningful financial conversations that include understanding what’s important to them
Inform clients of appropriate options available to help achieve financial goals
Proactively follow up with clients on commitments, satisfaction, and ongoing financial conversations to build lifelong relationships
Earn client trust
Demonstrate awareness and respect for clients’ time by ensuring all interactions are efficient and accurate
Follow all policies and procedures required to maintain accuracy, manage risk, prevent fraud, and protect clients
Resolve client complaints and concerns
Execute problem resolution steps in compliance with Oxford Bank protocols
Listen carefully to clients, displaying empathy for any situation
Take ownership of the issue and follow up to ensure the issue is resolved
Possess strong character and values
Follow Oxford Bank Cultural Values (Core Values); see attached Culture Book
Exhibit a high degree of integrity, trustworthiness and professionalism, all the time
Manage risk by maintaining appropriate controls to ensure operational integrity and compliance with applicable regulations
Embrace the opportunity to learn
Learn the features, fees and benefits of products and services that help meet client needs
Seek opportunities for self-guided learning and embrace coaching and feedback from fellow team members
Work effectively with a diverse team
Lead by example to create an inclusive and professional environment where all team members are treated with respect and diversity is valued
Demonstrate genuine care for every team member, taking the initiative to assist others
Participate in meetings and share ideas to help achieve team objectives
Additional position requirements
Cash handling; process teller transactions, vault duties, ITM/ATM assistance and balancing
Operational excellence and internal/operational audit responsibilities
Open and Close accounts, account servicing and maintenance, and routine bank transactions
Any other tasks as needed and assigned by management
Accountable for maintaining performance standards, branch goals, and to contribute to the overall growth objectives of the branch and the bank (Goals are established and reviewed on an annual basis)
Technical Skills
Knowledge and experience with bank computer and core operating system requirements, compliance and security. Basic PC skills to include working knowledge of Microsoft Office Applications, Word, Excel, Adobe, PowerPoint, DocuSign
Education and Experience
Strong written and verbal communication skills
3 + years of client service experience preferred
2 + years of banking experience preferred
Bachelor’s degree and/or higher education preferred
The Oxford Bank Branch Manager – Leadership – Sales and Goal Attainment
Sales and referral goals for each position/branch will be based on the annual goals of the bank and then further determined by branch location and deposit base. Goal accumulation is continuous through the year and do not clear out at the end of each quarter. Activity goals include but are not limited to call blocks, business calls, chamber functions, outside activities or community service, membership banking presentations and networking group attendance.
Additional Information
Department: Personal Banking • Reports to: Personal Banking Department Leader • Travel: Possible Classification: Exempt • Employment Type: Full-time • Supervises: Branch Team
“Oxford Bank is an equal opportunity employer and is committed to providing equal employment opportunities and an environment free of discrimination and harassment. All employment decisions at Oxford Bank are made without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status.”
