Retail Sales and Service Manager

Job Type Full-time Description

Summary

The Retail Sales and Service Manager (RSSM) is responsible for developing, leading and executing the retail sales and service strategy across the joint footprint for all Dedham Savings and South Shore Bank banking centers ensuring alignment with organizational goals and regulatory requirements. Under the guidance of the Director of Retail Banking, this role drives deposit, loan and fee income growth also focusing on enhancing client experience building a culture of performance, accountability and continuous improvement. The RSSM partners closely with banking centers to deliver consistent, high-quality service and to achieve aggressive growth and retention goals in each bank’s highly competitive market.

Essential Duties And Responsibilities

• Develop, implement and monitor banking center sales strategies to achieve annual deposit, loan and cross-sell goals.
• Partner with the Director of Retail Banking, Marketing and Product Management to design targeted campaigns, promotions and client outreach campaigns. Further partner with Finance and Business Intelligence to develop ROI models for all campaigns and thorough reporting on the results of each campaign/promotion.
• Collaborate with Retail Banking leadership to develop performance targets and monitor KPIs across banking centers.
• Foster a culture of consultative selling to deepen relationships and maximize share of wallet.
• Establish service standards and performance expectations to ensure consistent, exceptional client experience across all banking centers.
• Utilize client feedback, Net Promoter Scores and other quality measures to identify opportunities for improvement.
• Monitor client satisfaction metrics and implement initiatives to improve experience and retention.
• Implement strategies to retain at-risk clients.
• Provide leadership, coaching and development opportunities to banking center management teams, focusing on skill-building, goal achievement and succession planning.
• Conduct regular banking center visits to assess performance, service delivery and compliance with policies.
• Work with banking centers to develop and continually evolve a Banking Center Business Plan.
• Represent the bank at community and industry events to strengthen brand presence and business development opportunities.
• Partner with Learning and Development to identify appropriate training curriculums associated with needs based selling strategy and leadership development.

Consider this description to be the foundation of your job, not its boundaries.  Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

Supervisory Responsibilities

Tbd

Requirements

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/Or Experience

• Strategic and operationally disciplined leader with a systems mindset.
• Ten or more years of progressively responsible related experience.
• Ability to multi-task while adhering to strict deadlines.
• Ability to interpret emerging regulatory and accounting guidance and their impact on the Company.
• Excellent written and verbal communication skills.
• Proactive analytical thinking and problem-solving ability.
• Ability and desire to mentor staff.

Skills

• Deep knowledge of the banking and financial services industry including federal laws and regulations
• Willingness to gain new knowledge and technical skills.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk; use sufficient hand, arm and finger dexterity or feel objects, tools, or controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Key Points

For those seeking to deliver the latest financial solutions rooted in trustworthy, high-quality service, Charlesbridge, a mutual bank holding company, provides operational support, resources, legacy, and innovative thinking to financial institutions so they can deliver a suite of flexible, personalized solutions designed to meet the evolving needs of our clients and our communities. Our local roots, dedication to the communities we serve, loyalty to our people, and commitment to excellence ensure that we remain a trusted partner in an ever-evolving financial journey, today and tomorrow.  While our employees are committed to helping our clients, we are committed to our employees. To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance, and many other benefits.

Charlesbridge is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.

Here at Charlesbridge, we strive to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Banks and the communities we support.

Eoe/F/M/Vet/Disabled

Salary Description $106,000 - $145,000