Senior Branch Manager

Join TBK Bank!

At TBK Bank, a member of the Triumph Financial portfolio of brands, we're a team of passionate, driven, collaborative, solutions-minded people who want to make a difference in the lives of our customers and communities. Our mission is to do well and to do good at the same time. We accomplish this by working together, because at the end of the day, TBK stands for helping the people and business in our communities succeed.  We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals.

Position Summary

The Senior Branch Manager is responsible for managing and overseeing all areas of branch operations. The Senior Branch Manager is responsible for building, motivating and retaining a strong team to deliver a sales and customer service experience that leads to the achievement of branch sales, growth and service goals. This position provides the leadership and management to ensure conformance with established Bank strategies, policies and procedures.  In addition, The Senior Branch Manager is responsible for ensuring that all hospitality tasks are cared for as directed by the Facilities team. Senior Branch Managers will manage multiple assigned branches.  They will foster a positive environment and be committed to the success of each assigned branch and its team members.

Essential Duties & Responsibilities

• Leads and directs all aspects of retail banking branch activities and follows the TBK Way model.

• Provide high quality, high touch service to Retail, Commercial and Concierge clients in person, by phone and email.  After-hours response to clients required.

• Interacts with clients on a frequent basis to obtain feedback about their experiences in branch.

• Utilizes client/guest feedback to recognize outstanding employee service performance and improve service delivery.

•  Emphasizes and holds leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed client expectations.

• Establishes presence in the market by actively promoting an exemplary branch/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers.

• Anticipates needs of large groups or high-profile clients in order to deliver flawless service; verifies that products, services, and events attain the appropriate level of customer satisfaction.

• Ensures that all front-line employees are able to conduct an effective presentation of the Bank’s products and services.

• Conducts regular coaching sessions to reinforce customer service and cross-selling behavior with team members.

• Establishes partnership and rapport with Sales and Service Team.

• Performs the duties of Client Service Associate (CSA) and Teller during periods of high volume.

• Orients team members to Bank policies and procedures, clearly communicating work duties and responsibilities.

• Sets expectations with team members at branches to adhere to the Service Level Agreement.

• Evaluates team member’s work performance and provides feedback through consistent and ongoing coaching and communication; conducts effective performance appraisals and takes corrective action whenever necessary.

• Participates in decisions related to the selection, promotion, transfer and discipline of assigned personnel. Schedules and supervises retail team members.

• Administers organization policies in a fair and equitable manner with regard to discipline, tardiness or absenteeism and fully documents all incidents and actions taken. Involves management when appropriate.

• Conducts or oversees training for new employees to ensure established procedures are clearly understood and followed. 

• Serves as an escalation point for customer issues and concerns. Analyzes branches deposit reports monthly and is prepared to discuss significant changes with Regional Sales and Operations Manager.

• Ensures the completion of monthly operational activities and required checklists.

• Reviews audit results and performance reports. Conducts root cause analysis for areas requiring improvement and develops and implements solutions.

• Manages the security of assigned branches, including the issuance of keys and access to the Bank’s security alarm and vault area.

• Participates or organizes team members to participate in local community efforts in all assigned branches Partners with Sales and Service team to contribute to local events.

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