RETAIL SALES & SERVICE MANAGER - KOKOMO SQUARE

DEPARTMENT:  Retail

CLASSIFICATION:  Exempt – Assistant Vice President

REPORTS TO: Chief Retail Banking Officer

SUPERVISES:  Float Staff (North and Central Regions)

POSITION SUMMARY:

The Retail Service Manager is responsible for performing, tracking, completing and maintaining a wide variety of projects, duties and support functions for the Retail Branch network.  Develop and maintain all Retail processes which will provide consistency and direction for all Retail Branch staff.  Develop, maintain and deliver Retail Sales and Credit training.  Demonstrate proficiency through the understanding, managing, and directing of the Retail Bank operations. Responsible for all functions of the float team and sales training for the Retail Staff.

DUTIES:

1. Provide positive leadership and open communication for all Retail staff
2. Maintain complete understanding of all bank products and services
3. Retail Process and Procedures:
   • Create and update all Retail operational processes and procedures
     • Create and follow an annual review of all processes and procedures
     • Responsible for communicating and training any changes or additions for all process and procedures
   • Assist the Regional Branch Managers in managing and/or conducting quality control and audits of all processes and procedures per the annual review schedule
   • Assist Branches and customers with general process and procedure questions and troubleshooting of issues
4. Manage CIP Checklist for entire Bank
5. Conduct monthly Did You Know meeting
6. Retail Sales Training:
   • Develop and maintain the sales and credit training program for all Retail frontline staff
     • Deliver training to all new Retail staff in the North and Central regions
       • Coordinate with the Training Department
     • Track training needs for all frontline staff members and provide additional training
   • Promote a sales culture, ensuring staff receives proper training to demonstrate abilities to sell and cross-sell our products and services
   • Create virtual and in-person testing for products and services
7. Financial Literacy specialist for the organization

8. Float Staff (North and Central Regions):
   • Manage all float staff to include hiring, coaching and counseling, annual reviews, weekly float schedules, and timecards

9. Reporting:
   • Quarterly:
     • Incentive spreadsheet to Human Resources
     • Business Plans / Woo

• • Monthly:
    • Incentive tracking
    • CIP Checklist

10. Participate in the CSR and Head Teller meetings within regions as needed
11. Participate in the quarterly Branch Manager meetings in combination with the Regional Branch Managers

12. Committee Meetings:
    • Compliance
    • Operations
    • Quarterly Business Meeting

13. Act as a liaison with Compliance and Operations
14. Other duties as assigned by supervisor

RELATIONSHIPS / QUALIFICATIONS:

1. Responsible to the Chief Retail Banking Officer for the fulfillment of duties assigned
2. Position calls for effective time management skills, project coordination experience, the ability to work well with all levels of internal management and staff, as well as outside clients
3. Must be detail oriented and organized
4. Extensive computer knowledge and grammar skills are necessary
5. Proficient in Microsoft Word, Excel and Power Point
6. Bachelor’s degree in business or finance preferred
7. Three to five years of related experience (sales, retail deposit area/staff management)
8. Good management and human resources skills
9. Extensive background in financial institution operation policies and procedures, banking regulations (state and federal), employee development, sales and management

WORKING CONDITIONS:

1. Normal office environment
2. Extended viewing of computer screens
3. Moderate lifting up to 25 pounds
4. Repetitive hand and arm movement
5. Moderate business traveling