AVP Branch Manager

• Mar 2011 - Present

• Establish customer service performance measures, monitor results and administer results focused changes in order to exceed customer expectations consistently. • Actively be engaged in and leading Bank Transformation process. • Monitor and direct service quality efforts to ensure Superior Customer First Service standards are maintained with appropriate levels of training, staff awareness and recognition. • Responsible for quality and accuracy of teller, new account and all other branch transactions. • Possess expert knowledge of bank products/services in order to provide proper advice to customers. • Create, manage and analyze customer retention, cross sell ratios and deposit/consumer loan growth goals. • Recommend and implement methods to improve sales results, customer service and productivity. • Routinely make and accompany branch-calling officers making business development and retention calls to both prospective and existing customers. • Recommend and implement branch promotional activities and programs, on a routine basis, to increase awareness of bank and affiliate products and generate new business. • Research, develop and recommend enhancement and improvement strategies to the department operating plan to improve the customer experience, foster employee development and create operational efficiencies/productivity. • Analyze and manage allocated branch FTE and assist in evaluating that appropriate FTE levels are being maintained. • Work with Branch Administration management to identify new product, software or vendor solutions to increase or sustain desired customer service and sales performance. • Make presentations on financial services to professional, non-profit groups, and/or commercial customer employees to attract new clients. • Direct and manage account acquisition strategies within the branch to ensure staff stay enthused, focused, motivated and consistently achieve the assigned sales and retention g Show less

Assistant Branch Manager

• Sep 2004 - Dec 2010