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Impact Statement:

The Community Bank Manager drives branch success by developing a high-performing team, fostering and expanding community relationships, and ensuring operational excellence to achieve service beyond expectation goals.

Objectives:

• Lead and develop a high-performing branch team to deliver exceptional customer experiences and high-quality banking services
• Drive business development by identifying and pursuing new consumer and business banking relationships
• Represent the bank in the local community, fostering and deepening relationships that enhance brand presence and customer loyalty
• Collaborate across business lines with internal partners to deliver comprehensive financial solutions
• Maintain operational effectiveness and integrity by ensuring adherence to bank policies, procedures, and regulatory requirements

Success Criteria:

• Branch staff turnover, retention, and performance reviews
• Established branch sales and service goals
• Customer satisfaction and retention (feedback, reviews, performance metrics)
• Proactive initiation of community engagement activities, resulting in increased business opportunities
• Compliance with all operational and regulatory standards, with minimal audit exceptions

Responsibilities:

• Coaches, manages, and trains team members to deliver high-quality sales and service experiences consistently in the Bank’s branches.
• Consistently employs the 7 sales management practices: new customer onboarding, lobby management, huddles, white boards, coaching, and sales team meetings.
• Motivates team members to achieve assigned sales goals.
• Serves as a role model for team members and colleagues in the delivery of the Bank’s brand promise.
• Develops and maintains strong knowledge across the full range of products and services that the Bank has to offer.
• Leads branch team in executing effective operational and quality control procedures to provide high-quality, efficient customer service, ensure compliance, and mitigate risks.
• Develops business outside of the branch to identify opportunities for new business banking relationships. Manages relationships with business banking customers in partnership with Relationship Managers and Treasury Management team.
• Identifies opportunities for consumer mortgage relationships and presents quality leads to Mortgage Loan Officers.
• Identifies opportunities for wealth management relationships and present quality leads to Wealth Advisors.
• Represents the Bank within the community. Identifies and participates in community and business events for the purpose of increasing awareness of and interest in Burke & Herbert Bank. Participates in Bank sponsored activities and events, including evening management meetings and weekend functions.
• Develops solid understanding of the assigned branch market. Identifies opportunities for new business. Monitors and communicates local competitive activities.
• Solves complex customer servicing issues and handles difficult customers effectively.
• Manages and mitigates operational risks by following established policies and procedures and making sound business decisions.
• Mentors and develops team of branch representatives with varying skill sets and experience (tellers, sales and service representatives, customer service representatives, assistant managers) to achieve sales, service, and operational excellence. Ensures effective team member communications. Identifies and supports training and development opportunities. Provides ongoing coaching. Prepares performance evaluations. Recommends team member promotions and takes disciplinary action or terminates as appropriate.
• Prepares information/reports on branch performance/market trends as requested by senior management.
• Attends educational functions, classes, and training and development sessions as assigned by Senior Management.

Knowledge, Skills, Experience:

Knowledge:

Skills:

Experience:

In-depth understanding of retail banking, including bank products, services, and branch operations

High school diploma or equivalent required; Bachelor’s degree preferred

Must be eligible to be a registered Notary Public, added to the NMLS registry, and Medallion Signature Guarantee

Technologically savvy with proficiency in MS Suite

Highly organized with strong analytical, decision-making, and problem-solving abilities

Skilled in motivating teams, driving performance, and fostering a culture focused on achieving sales and service goals

Progressive branch banking experience, including leadership in sales, service, and community engagement

Proven success in developing business relationships and achieving sales goals

Mission/Values:

We’ve helped build steady prosperity for businesses, families, and communities since 1852, delivering expert guidance, strong local leadership, and an eye to what’s next. We are our customers’ neighbors and biggest advocates that champion their success both in business and in life – always trusted, always secure, and always here for our community. To deliver extraordinary banking experiences, we operate with the following core values:

• Serve & Lead
• Deliver More
• Elevate Everyone
• Always Invested