Branch Service Manager 1 (On-Site)

 SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG’s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization’s extensive global network. The Group’s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

The anticipated salary range for this role is between $70,000.00 and $115,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

SUMMARY:

Manages the operational, control, and service delivery functions performed in assigned branch location in support of the Regions and Areas located in the office. Coordinates with centralized processing and other service departments to insure timely resolution to customer inquiries. Insures high quality service delivery to all customers who interact through a branch office.   Maintains staffing levels appropriate to the work, anticipating shortages and coordinating for coverage as necessary, and participating in further centralization efforts.  May be assigned as Relationship Manager to a small group of accounts.

Role Objectives: Delivery

Increase the deposit base through promoting branch identity, with overall accountability for driving net new business as well as increased share of wallet with existing customers. Cross-sell products and services including revolving lines of credit, syndicated facilities, treasury and cash management services, and trade finance, loans, insurance and investment referrals. Supervise and provide leadership to branch staff in providing customer service. Implement and drive firm-wide campaigns including sales promotion and incentive programs, product launches, customer satisfaction surveys, etc. Maintain overall accountability for the flow of cash and financial instruments within the branch in accordance with firm standards. Have overall accountability for all regulatory and other reporting as required. Accountable for internal control standards, including implementation of internal and external audit points together with any issues raised by external regulators as applicable. Actively manage the branch commercial loan portfolio, identifying problem accounts and creating solutions for repayment. Oversee personnel decisions at the branch level, including hiring, training, advancement, pay decisions, etc.

PRINCIPAL DUTIES & RESPONSIBILITIES:

Customer Service: Responsible for delivery of high-quality service to customers who contact branch offices consistent with the Bank’s Mission Statement.  Encourages staff to cross-sell services as appropriate to meet customer needs, enhance customer satisfaction, and assist in meeting branch deposit goals.  Ensure that customer complaints and inquiries are reported and resolved timely and effectively.

 Support of Relationship Managers: Participate in the development of Service Level Agreements for functional responsibilities within the branch in conjunction with Regional, Area, and Relationship Managers in the CBD, JBD, and SSSD Divisions.  Monitor and report performance against agreed upon standards and take necessary actions to improve performance as required.  May function as Relationship Manager on a small group of accounts.

 Transaction Processing: Insure efficient and effective processes within branch locations for teller transactions, customer inquiries, new accounts, and safe deposit transactions.  Coordinate with and utilize centralized service and support areas to insure efficient processing.

 Risk Management/Ope