Assistant Branch Manager - Old Second National Bank

Join Old Second in a Branch Leadership role as an Assistant Branch Manager!

Position Overview

The Assistant Branch Manager position is responsible for managing the Teller line and for partnering with the Branch Manager to serve in a leadership role for all retail employees.  Assumes branch management duties in the absence of the Branch Manager.  Leads and promotes client service and operational excellence for all branch activities.

Essential Job Functions

• Has ultimate responsibility for all branch Teller operations including compliance with all operational and security policies and procedures, compliance with applicable regulations, and is responsible for resolution to any exceptions, violations, or escalated problems.
• Directly manages branch Teller staff including training, management of goals, scheduling, performance appraisals, corrective action, and calculation of Teller bonuses.
• Directly manages Teller customer service levels.  Is responsible for setting clear customer service expectations, for maintaining high levels of branch customer service, and for addressing Teller behavior that is not consistent with these expectations.
• Directly manages Teller referral goals including assigning daily/weekly/monthly goals, setting clear expectations, providing coaching in group meetings as well as one on one (observations, leading by example, teaching comfortable sales phrases, etc.).  Also responsible for teaching banking product basics so Tellers know how to make appropriate referrals to customers.
• Partners with Branch Manager to participate in some managerial responsibilities for Personal Bankers including sitting in on sales coaching sessions, customer service meetings, and branch sales meetings.  May partner with Branch Manager on Personal Banking interviews, performance meetings, and corrective action.
• Serves as the primary contact for resolving escalated Personal Banking customer issues in the absence of the branch manager.  Maintains working knowledge of Personal Banking products and services in order to appropriately handle escalated issues.
• Makes check/cash disbursement decision and signs official checks.
• Coaches staff to ensure quality back-up is available during the supervisor's absence.

Additional Job Functions

• May fully cross train as Personal Banker depending on specific branch needs.
• Participates in required in-house training sessions relating to sales, customer services, policies and procedures, compliance, product knowledge and Bank system.
• Works in a teller window when necessary.
• Monitors timecards and completes all required reports.
• Flexibility in assisting other branch staffing needs.
• Maintains high level of customer service and knowledge of bank products and services.
• Provides feedback on customer concerns relating to product features, pricing, new product development needs and servicing.

Supervisory Responsibilities

The Assistant Branch Manager has direct supervisory responsibilities and carries out responsibilities in accordance with the company's policies and applicable laws.  Responsibilities include planning, assigning and directing employee's work; evaluating performance; rewarding and disciplining employees; addressing complaints, performance coaching, and resolving issues; interviewing, hiring and training.

Minimum Requirements

• High school diploma (or equivalent) and five or more years of bank branch or operations experience; or equivalent combination of education and experience.
• Must become licensed with NMLS registration within 60 days of assuming role and meet Bank training requirements.
• Must work onsite to perform responsibilities of this position.

Competencies

• Extensive knowledge of Teller operations, policies, and regulations.
• Working knowledge of Personal Banking products and operations.
• Excellent communication, interpersonal and organizational skills.
• Professional conduct.
• Client service orientation; exceptional customer service skills.
• Demonstrates initiative, dependability, flexibility and good decision- making skills.

 Preferred, but not required

• Prior leadership or supervisory experience.
• Sales and/or cross selling experience.
• Bilingual in Spanish is strongly preferred.