You might also like
in Germantown, MD
Financial Center Manager - Northwest MD Market - Germantown Financial Center - Germantown, MD
Hours | Part-time, Full-time |
---|---|
Location | Germantown, MD Germantown, Maryland |
About this job
Job Description:
Financial center managers (FCMs) operate as business owners and are responsible for fostering a team environment and instilling an effective client-centric, sales and risk culture within the center, demonstrating that we are here collectively to help our customers achieve their financial goals. The FCM holds a critical role, ensuring operational excellence of the center and that all aspects of the center run effectively and cohesively.
Primary Responsibilities
General Management
- Responsible for building client traffic, engaging and appropriately routing clients and client retention
- Responsible for the general look, feel and attractiveness of the center, ensuring space is leveraged to accommodate clients
- Responsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals
Risk Management and Operational Excellence
- Drive operational excellence by engaging staff on business strategy and performance results
- Execute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement
- Emphasize the need to exceed metrics while also focusing on long-term strategies and goals
- Adhere to and enforce internal and regulatory policies, procedures and processes
- Proactively identify and manage risk in business, product and service transactions
- Monitor client-calling activities and ensure we develop the proper client engagement
- Successfully resolve customer issues and escalations in a timely and professional manner
- Responsible for associate and customer safety
Client Experience & Revenue Growth
- Know the center's customer base, including top clients; understand their needs and connect them with teammates who can help them with their financial needs
- Foster a client-centric environment whereby associates are accountable for delivering an exceptional customer experience and exceeding customer experience metrics
- Lead the lobby and choreography of customer traffic including direct routing of customers to specialists to help drive overall "One Team" revenue growth
- Ensure all appointments are assigned to the appropriate financial center associate
- Drive client relationship management and assist with sales and sales leadership
- Understand the drivers of, and opportunities to enhance, client satisfaction in the center
- Ensure tight connection with the market sales manager and other "One Team" leaders/partners
- Service customers using self-service technologies, such as ATMs, online banking or mobile banking
- Hold associates accountable to deliver against our revenue strategy
Talent Management
- Responsible for oversight of associates in the center
- Observe, model and coach the financial center team on proper execution of risk and service strategy
- Personally invest in talent through interviewing and hiring service and operational associates
- Ensure training is completed on time, and continue investment in ongoing education
- Drive associate performance through active and continuous coaching, continued education and performance plans
Required skills:
- A minimum of three years recent experience building, leading, managing and coaching a team
- Proven results exceeding goals in a customer-centric, results-driven environment
- Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals
- Proven customer service skills and the ability to resolve problems independently or escalate as needed to promote customer satisfaction
- Strong financial and business acumen including experience in leading managers and interpreting financial reports to drive profitability
- Proven record of balancing risk and making sound decisions while achieving business goals
- Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service
- Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results
- Strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills
- Proficiency in computer skills and professional programs (for example, Microsoft Office)
- Ability to pass pre-employment assessments and compliance requirements
- Availability to work weekends and/or extended hours as required to run the business
Desired skills:
- Undergraduate degree
- Bilingual (fluent verbal and written)
- Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality
Posting Date: 08/08/2018
Location: Germantown, MD, GERMANTOWN BC, 19707 Germantown Rd, - United States
Travel: No
Full / Part-time: Full time
Hours Per Week: 40
Shift: 1st shift