BANKING CENTER MANAGER JOB DESCRIPTION

Most banking centers run smoothly until they don't - when audit findings stack up, deposit growth stalls, and a sales team without clear direction stops converting prospects into relationships. The Banking Center Manager is the operator who prevents that slide, holding day-to-day accountability for branch performance, BSA compliance, and the customer experience that determines whether local market share grows or erodes. NMLS registration and a working command of consumer and small business lending are the professional baseline here, not aspirational additions. This role answers to a Cluster or Regional Manager and owns the full P&L of a single retail banking center.

As the Banking Center Manager, you drive deposit and loan growth for an assigned retail branch while sustaining audit-ready operational standards across every function the center performs. You lead a team of tellers, universal bankers, and assistant managers, with accountability for individual performance plans, compliance training completion, and new business development inside the local market.

• Career Impact: Mastery of branch-level P&L management, small business lending origination, and BSA compliance positions a Banking Center Manager as a credible candidate for multi-unit or regional retail leadership.
• Business Impact: The households and small businesses in a local market depend on this manager's judgment to access lending products, resolve service failures, and receive sound financial guidance from a branch they trust.
• Growth Opportunity: Demonstrated performance against deposit growth and audit rating benchmarks opens advancement into Cluster Manager and Regional Director roles within retail banking organizations.

• Lead daily branch operations, including teller oversight, vault audits, and cash-control procedures, to maintain an overall satisfactory audit rating.
• Coach and performance-manage a team of tellers and universal bankers through structured observations, monthly one-on-ones, and individual development plans.
• Drive deposit and loan production by prospecting within the community, cultivating centers of influence, and expanding existing customer relationships.
• Originate and support consumer and small business loan packages through application, processing, and closing in collaboration with lending partners.
• Ensure full branch compliance with BSA obligations, federal and state banking regulations, and internal policy and procedure requirements.
• Develop and execute a branch business plan, including sales goal translation, staff accountability tracking, and weekly performance huddles.
• Recruit, interview, and onboard branch staff, maintaining appropriate scheduling and managing PTO and time-clock accuracy.
• Resolve complex customer issues in a timely manner while upholding confidentiality standards and the branch's service quality benchmarks.

• Bachelor's degree in business, finance, or a related field, or equivalent work experience.
• 2 or more years of retail banking management experience, with demonstrated responsibility for branch sales and operational outcomes.
• Active NMLS registration or eligibility to obtain within required timeframe.
• Working knowledge of BSA/AML obligations, deposit regulations, and consumer lending compliance requirements.
• Proven ability to coach and develop a sales-oriented team, including performance documentation and disciplinary action.
• Strong business development skills, including community networking, referral cultivation, and outside calling activity.
• Sound judgment in credit decisions, exception management, and NSF and overdraft resolution within bank guidelines.
• Proficiency in interpreting branch performance reports, financial statements, and audit findings to drive corrective action.

• FPQP (Financial Paraplanner Qualified Professional) designation or active pursuit within 24 months of hire.
• Prior experience with small business lending products, including cash management, merchant services, and payroll services.
• Notary Public commission and Medallion Signature Guarantee authorization.
• Demonstrated success managing a branch with 50% or more time allocated to outside sales and community-based prospecting.

• Branch deposit and loan growth rate, measured against quarterly goals set by the regional plan.
• Overall audit rating per examination cycle, reflecting operational and compliance integrity of the center.
• Sales goal attainment rate across the branch team, tracked monthly at the individual and aggregate level.
• Compliance training completion rate, targeting 100% of branch staff within required windows.
• NSF and overdraft recovery rate, measuring effectiveness of collection outreach on overdrawn accounts.
• Typical tools: Core banking platforms (commonly Fiserv or Jack Henry); CRM and sales tracking (commonly Salesforce or bank-proprietary systems).

• Base Salary Range: $60,000 - $90,000 annually, depending on market, branch size, and seniority
• Bonus: Annual performance bonus tied to branch deposit growth, loan production, and audit outcomes
• Equity: Typically not offered at this level; some larger institutions offer restricted stock units
• Health Benefits: Medical, dental, and vision coverage; employer contribution to premiums standard
• PTO: 15 to 20 days annually, plus standard federal banking holidays
• Common Perks: Tuition reimbursement, 401(k) with employer match, employee banking product discounts

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Work authorization in the United States is required for this position. Employment is contingent on successful completion of a background check, which may include credit history review consistent with applicable federal and state law. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are available to applicants and employees with disabilities upon request.

The Banking Center Manager owns the coaching, mentoring, and performance development of all banking center associates to drive attainment of sales and operational goals. Working alongside the Lead Teller and Banking Center Assistant Manager, this role shapes the branch environment by conducting daily observations, leading sales meetings, and supporting new business development within the community market.

Key Responsibilities

• Develop and support a strong needs-based sales environment by modeling the right behaviors, conducting sales meetings, and completing daily observations.
• Seek new business from customers and prospects within the community/branch market.
• Supervise, evaluate, inform, and provide direction to all banking center employees.
• Assist with the development of goals and plans of action for branch staff consistent with Bank objectives.
• Observe each teller and banker daily in coordination with the Lead Teller and Banking Center Assistant Manager.
• Coordinate new hire and ongoing training for all employees.
• Select, retain, coach, manage performance, and develop direct reports.

Required Qualifications

• High School diploma or equivalent required, bachelor's degree preferred.
• Two or more years of banking or management experience required.
• Knowledge of federal and state affirmative action and equal employment laws and regulations.
• Strong sales, customer service, and communication skills.
• Ability to make independent decisions, inspire staff, and handle difficult conversations as needed.
• Ability to perform duties under frequent time pressures.

Embedded within the Provincetown banking center, the Banking Center Manager leads a team of branch personnel in delivering outstanding customer service, business development, and community relations. Working closely with internal partners and community referral networks, this role delivers measurable growth in commercial and retail relationships while ensuring full compliance with BSA responsibilities and all applicable banking laws.

Core Functions

• Instill and maintain a positive sales environment through education of the Bank's products and services.
• Communicate productivity and performance standards clearly to all branch personnel.
• Manage employee performance through ongoing feedback, documentation, and development.
• Interview, select, and develop staff to serve as trusted financial advisors.
• Ensure compliance with BSA responsibilities, all Bank policies, and applicable state and federal banking laws.
• Establish and meet business development goals by cultivating commercial and retail prospects and building referral networks through community involvement.
• Administer physical controls, daily accounting of cash and valuables, and Banking Center security.
• Ensure satisfactory audit results, identify workflow efficiencies, and participate in managing the Banking Center budget.

Qualifications & Experience

• Bachelor's degree required.
• FPQP designation required, obtainable within 24 months of hire.
• Notary Public and Medallion Signature Guarantee required.
• NMLS registration required.
• Four or more years of progressively responsible management experience in retail banking or a financial institution.
• Consumer and small business lending origination experience required.
• Thorough knowledge of Bank products and services.
• Committed to continuing education and cybersecurity awareness to protect the digital environment and customers.
• Strong business development, customer service, problem-solving, training, and coaching skills, with the ability to work a flexible schedule.

Reporting to bank leadership, the Banking Center Manager leads a team of sales and customer service professionals in delivering exceptional customer experiences while maintaining day-to-day operational integrity across the banking center. Partnering with the Bank's Security Officer and branch staff through regular coaching and communication, this role builds profitable customer relationships and drives financial goal attainment by enhancing market share through community involvement and strategic business development.

Primary Duties

• Lead sales and business development efforts to achieve financial goals while maintaining a strong understanding of the banking center's overall financial health.
• Acquire and retain profitable customer relationships through community involvement and strategic approaches to enhance market share.
• Ensure all personnel deliver exceptional customer experiences through courteous, effective, and timely service.
• Maintain service quality scores for product knowledge and customer experience at or above established goals.
• Maintain security and operational integrity through compliance with policy and procedure, resulting in a satisfactory audit rating.
• Serve as liaison to the Bank's Security Officer to ensure all employees are aware of security policies and procedures.
• Monitor customer needs, market trends, branch performance, and employee performance through regular coaching, meetings, and communication.

Skills & Qualifications

• Associate's degree or equivalent from a two-year college or technical school required.
• Minimum 2 to 5 years of experience in a financial institution, including teller, universal banker, or management roles.
• Strong knowledge of deposit and credit banking products.
• Proven ability to read, analyze, and interpret business periodicals, technical procedures, and governmental regulations.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Strong communication, collaboration, and leadership skills with attention to detail.
• Ability to evaluate problems quickly and interact with tact and diplomacy at all organizational levels.

Sitting at the intersection of sales leadership and retail operations, the Banking Center Manager assumes full ownership of a full-service banking center, originating and servicing loan and deposit products while administering compliance across all operations. Operating across individual customer relationships, internal partner channels, and community networks, this role expands existing customer relationships and cultivates new business through direct prospecting and joint sales opportunities.

Duties

• Mentor and train staff on bank products, services, and sales techniques to effectively identify and deliver financial services to customers.
• Generate new deposit and loan business by networking with local businesses, organizations, and personal contacts.
• Maximize existing relationships by establishing a strong sales culture, warm calling, and effective follow-up procedures.
• Manage and administer retail services including new accounts, account servicing, consumer loan products, and daily banking center operations.
• Set performance standards, provide ongoing feedback, and conduct effective performance management for all direct reports.
• Perform internal audits of teller drawers and the vault, and review the time clock and PTO for accuracy.
• Make recommendations on staffing decisions and manage NSF decisions and collections on overdrawn accounts and past-due loans.

Requirements

• High school diploma or equivalent required.
• Three or more years of related banking experience required.
• Working knowledge of banking products, services, regulations, policy, and procedure.
• Experience in developing, coaching, and managing a sales-oriented team.
• Strong communication, organizational, and problem-solving skills.

A key member of the retail branch team, the Banking Center Manager leads day-to-day administration, scheduling, and staff supervision while delivering personalized customer service aligned with the GUEST philosophy. Collaborating across business lines including Investment Services, Commercial, and Cash Management, this role builds customer trust and drives referral opportunities to expand the Bank's service footprint within the community.

Functions

• Oversee and supervise banking center staff for day-to-day administration, scheduling, goal communication, and coaching.
• Monitor and manage decision management reports.
• Develop customer rapport through personalized service, timely correspondence, and problem resolution in accordance with the GUEST philosophy.
• Provide backup support to retail staff positions as needed.
• Perform basic banking transactions including deposits, loan payments, check cashing, money orders, and savings bond redemption.
• Introduce and advise customers on deposit and consumer loan products to proactively meet their financial needs.
• Identify customer referral opportunities to other business lines including Investment Services, Commercial, and Cash Management.
• Safeguard customer trust by upholding confidentiality standards and complying with all regulations, guidelines, and policies.

Experience & Qualifications

• Bachelor's degree or 60 college credits with 5 years of experience in a financial institution required.
• NMLS registration.
• Notary Public and Medallion obtainable after hire.
• Minimum 1 year of cash-handling experience.
• 2 years of customer service experience.
• Demonstrated management, leadership, and customer relationship-building skills.
• Cybersecurity awareness to protect the digital environment, the Bank, and customers.

Sustained branch performance in deposits, loans, and service targets depends on the Banking Center Manager, who leads a team of sales and service professionals while directly engaging customers to identify needs and deliver financial products across consumer and business segments. Based within the branch and active in community and civic events, this role oversees the full execution of branch sales plans through individual coaching, team huddles, and line-of-business partnerships.

Accountabilities

• Achieve branch goals for deposits and loans across consumer and business segments.
• Grow and retain wallet share of existing customers through individual and team efforts.
• Translate branch sales goals into an actionable sales plan and oversee execution.
• Coach direct reports monthly and monitor indirect reports to attain sales, service, and operational targets.
• Monitor and control revenue and expense targets across the branch.
• Promote employee professional growth through planned development activities and succession planning.
• Hold daily huddles and monthly staff meetings with line of business partners to maintain clear communication.
• Participate in community and civic events to extend the Bank's name recognition and reputation.

Technical Qualifications

• Knowledge of retail banking procedures, policies, basic operations, and sales and coaching practices.
• Ability to plan, allocate resources, and manage staff performance effectively.
• Basic PC skills with the ability to quickly learn additional computer programs.
• Strong interpersonal, relationship-building, communication, and analytical skills.
• Goal-oriented, results-driven, decisive, resilient, and confident with strong planning and organizational habits.

As the Banking Center Manager, this role leads a high-performing sales and service team at Webster Bank, delivering against goals across sales, cross-sell, customer service, operations, and employee development. The branch relies on this work to grow and optimize small business customer relationships through outside calling efforts, prospecting, and referral source development while ensuring full compliance training completion and audit readiness.

Activities

• Achieve and exceed sales, cross-sell, customer service, operations, and employee development goals for the branch.
• Develop and retain a high-performing sales and service team through leadership and coaching.
• Acquire and optimize small business customer relationships through outside calling efforts, prospecting, and referral source development.
• Develop and manage a detailed branch business plan with full team involvement, including weekly reviews and coaching sessions.
• Generate and complete loan packages through the processing, approval, and closing process.
• Coach, evaluate, and performance-manage the entire branch team in a timely and effective manner.
• Ensure 100% compliance training completion, meet audit requirements, and prevent fraudulent activity through policy adherence.
• Partner with HR and Retail Operations Specialists to implement performance policies and maintain operational excellence.

Position Requirements

• High school diploma or GED required, college degree or coursework preferred.
• 3 to 4 years of customer sales and service experience required, with 2 to 3 years of supervisory experience or completion of a Branch Manager Development Program.
• Knowledge of small business loan, deposit, and cash management products preferred.
• Foundational knowledge of retail banking products, services, and financial statements.
• Working knowledge of computer and processing tools, including email, internet, Word, and Excel, with comfort using emerging technology.
• Strong leadership, customer service, sales, relationship-building, communication, and organizational skills.
• Ability to work with a diverse workforce and customer base, with approximately 50% of time spent outside the branch for business acquisition.