Market Financial Center Manager - San Francisco Silicon Valley Community Market

Job Description:

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 maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals; Ensure that the FCM/Market Leader directives are continued in the absence of the FCM; Participate in market-level initiatives, as prescribed by market leaders
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
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 lead 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, where needed; 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
A minimum of three years recent experience building, leading, managing and coaching a team
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
Must be able to travel to any financial center within the defined market

Desired Skills
Undergraduate degree
Bilingual (fluent verbal and written)
Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality

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