BRANCH SERVICE MANAGER JOB DESCRIPTION

A branch runs on the strength of the person who keeps its daily systems, people, and compliance obligations aligned. The Branch Service Manager owns the teller line, new account platform, vault operations, and BSA and AML adherence within a retail or community bank branch. Staff scheduling, audit readiness, and customer escalation resolution all fall within this seat. Where branch performance slips, it is usually because no one person held clear accountability for all three at once.

As the Branch Service Manager, you ensure that branch operations meet regulatory standards and customer service expectations by overseeing teller transactions, platform functions, vault controls, and staff development within a retail banking environment. You work in close coordination with the Branch Manager and report progress on compliance, sales referrals, and operational metrics across daily and weekly cycles.

Career Impact: Owning BSA and AML compliance accountability at the branch level builds verified regulatory credibility that is recognized and sought by hiring managers across retail and community banking institutions.

Business Impact: The branch's audit outcomes, teller accuracy rates, and deposit product sales depend directly on the day-to-day decisions and coaching this role provides.

Growth Opportunity: Experience managing vault operations, consumer lending support, and first-line supervisory responsibilities positions candidates for Branch Manager roles within the same institution or across the broader banking sector.

• Supervise teller line and platform operations to ensure transaction accuracy and service standards are consistently met.
• Enforce branch compliance with BSA, AML, CIP, and applicable federal and state banking regulations.
• Manage vault cash levels, cash shipments, ATM balancing, and Night Drop processing according to established procedures.
• Coach and develop branch staff through regular performance feedback, sales referral guidance, and product knowledge training.
• Review and maintain branch audit readiness by monitoring internal controls, completing monthly audits, and documenting exceptions.
• Coordinate staff scheduling and coverage across teller and platform areas to meet member and customer demand.
• Resolve complex customer complaints and escalations promptly and document outcomes per branch policy.
• Support new account opening, consumer loan facilitation, and cross-sell activity aligned to assigned branch goals.

• High school diploma or equivalent required, associate or bachelor's degree in a related field preferred, or equivalent work experience.
• 2 or more years of retail banking experience, with demonstrated responsibility for branch operations or platform functions.
• Working knowledge of BSA, AML, OFAC, and CIP compliance requirements as applied in branch settings.
• Demonstrated supervisory or team leadership experience, including scheduling, coaching, and performance management.
• Strong understanding of deposit products, funds availability rules, overdraft policies, and wire origination procedures.
• Ability to perform financial calculations accurately and manage multiple operational priorities under time pressure.
• Proficiency in standard banking office software and branch management systems.
• Excellent written and verbal communication skills for engagement with customers, staff, and internal stakeholders at all levels.

• Prior experience facilitating consumer loan requests or supporting lending functions within a branch environment.
• Familiarity with Silverlake or comparable core banking platforms used in community bank operations.
• Demonstrated experience preparing branches for internal audit and responding to regulatory examination requests.
• Proven track record of meeting or exceeding referral production and cross-sell targets in a retail branch setting.

• Teller difference rate, measuring accuracy of cash handling and transaction posting across the branch.
• Monthly internal audit score, reflecting completeness of compliance controls and documentation maintained by this role.
• BSA and AML filing timeliness, tracking how consistently required reports are submitted within regulatory deadlines.
• Staff referral production volume, measured against branch targets for deposit and lending product cross-sell.
• Customer complaint resolution rate, based on the proportion of escalations closed within the branch's agreed service window.
• Typical tools: Core banking platforms (commonly Silverlake or comparable community bank systems), branch reporting and audit tracking software.

• Base Salary Range: $48,000 to $72,000 annually, depending on market, bank size, and experience.
• Bonus: Annual performance bonus of 5 to 10 percent tied to branch audit, sales, and compliance metrics.
• Equity: Not typically offered at this level in retail banking.
• Health Benefits: Medical, dental, and vision coverage, with employer contribution toward premiums.
• PTO: 15 to 20 days annually, plus federal banking holidays.
• Common Perks: Employee banking fee waivers, tuition reimbursement, and professional development support toward banking certifications.

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

Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, and local law. Candidates requiring reasonable accommodation during the application or interview process may request it at any time. A background check, including criminal history and credit review relevant to financial services responsibilities, is required as a condition of employment. All applicants must be authorized to work in the United States.

The Branch Service Manager owns the end-to-end client onboarding process, reviewing mandates and FICA documentation for completeness while managing compliance across SPW risk policies and procedures. Working closely with Marketing, Portfolio Managers, and the administration team, this role enables a standardised client journey and drives operational improvements across the region.

Key Responsibilities

• Review mandates and new client documents for completeness, including FICA, mandate, and fees.
• Monitor outstanding FICA and mandate blocked lists and manage dormant account reactivation.
• Manage compliance processes in line with industry and SPW risk policies and procedures.
• Handle client queries and complaints within agreed timelines and processes.
• Work closely with Marketing to support client events, communication, and updated client information.
• Lead the administration team and provide operational support aligned to the standardised client journey.
• Assist Branch Managers with process integration and highlight non-compliance to the Enterprise Architecture Team.
• Set, monitor, and manage performance objectives for the Administration team.
• Review daily transactions and BDA reports, including AHDIM, PHDIM, SHDLS, and CLVER.
• Manage the Debit List monthly and oversee daily age analysis by liaising with PMs, WMs, and clients.
• Implement and manage SPW projects, data clean-up, and operations strategy within the region.

Required Qualifications

• Bachelor's degree or industry qualification.
• Extensive knowledge of Tax and Offshore Banking and Investments.
• Preferable experience in stockbroking and private client administration.
• Knowledge of stockbroking and private client business preferred.
• JSE Registered Traders exam and BDA system experience advantageous.
• Accounting or bookkeeping background beneficial.
• Proficient in MS Office.
• Analytical, accurate, detail-oriented, and highly organised with strong change management capability.
• Strong interpersonal skills with the ability to work in a cross-functional team and perform well under pressure.

Reporting to the general service manager, the Branch Service Manager delivers profitable operation of the Ring Power Service Department by controlling expenses, supervising the administration team, and ensuring customers receive timely repair estimates and warranty decisions. Partnering with salesmen and vendor representatives, this role maximises return on investment for both the company and its customers.

Core Functions

• Operate the Service Department profitably and deliver best possible product support to customers.
• Control direct expenses, expense hours, and new machine service and policy allowance warranties.
• Answer customer service requests in a timely manner and resolve complaints within the same day where possible.
• Assist salesmen in preparing and furnishing estimates to customers promptly.
• Ensure warranty decisions are made promptly using established guidelines.
• Review service reports carefully to ensure accuracy and completeness.
• Control the purchase of tools and supplies and recommend major tool purchases to the general service manager.
• Maintain equipment, facilities, tools, and shop office appearance to Ring Power's standards.
• Directly supervise the administration team, including hiring, training, performance appraisal, and resolving complaints.

Qualifications and Experience

• High School Diploma or equivalent required.
• Two years of college or equivalent experience preferred.
• 15 to 20 years of experience in Service and Service management.
• Computer skills in dealer computer systems, Microsoft Office, and Cat programs.
• Good interpersonal and communication skills.
• Ability to comprehend, speak, and write English.

Embedded within the Complex management team, the Senior Branch Service Manager serves as the primary liaison on branch operational matters, overseeing staff onboarding, cage security, and client account processing to foster a strong team culture. Working closely with branch employees and Complex leadership, this role enables a productive work environment and ensures full compliance with RBC branch procedures.

Primary Duties

• Oversee branch staff and operations including onboarding, training, motivating staff, providing work direction, and resolving or escalating supervisory issues.
• Ensure effective communication of all policy, procedural changes, and other issues impacting branch employees.
• Onboard new accounts, accurately record all securities and coupons received, and ensure timely transmission to the Complex main office following all required procedures.
• Ensure security of the branch cage by keeping it locked and prohibiting unauthorised personnel.
• Build and maintain professional client relationships by assisting with account questions, fund and securities transfers, trade completion, and processing checks, wires, and ACHs.

Skills and Qualifications

• Bachelor's degree and series 7, 66 (or 63 and 65), and Series 9 and 10 (or 8) required.
• 5+ years of financial services experience with solid knowledge of industry rules and regulations.
• Previous supervisory experience required.
• Strong written and verbal communication and computer skills.
• Attention to detail with a focus on making the branch more efficient and effective.

Sitting at the intersection of member services and branch leadership, the Branch Service Manager shapes daily operations across Advia branch locations by managing the Teller team, coaching referral production, and resolving member escalations. Operating across all levels of the organisation, this role supports Financial Solutions Specialists and drives the growth and development of branch staff.

Duties

• Self-manage daily work schedule and represent Advia in the community.
• Monitor and manage service levels across branch locations.
• Assist members with loan and account opening to support Financial Solutions Specialists.
• Ensure member requests and escalations are resolved promptly.
• Manage the Teller team to ensure adequate coverage for member demand.
• Coach and manage referral production and be proficient in all Advia products and services.
• Support growth and development of all Tellers in the branch.

Experience and Qualifications

• Must comply with applicable laws and regulations including Bank Secrecy Act, Patriot Act, and OFAC.
• Ability to plan and direct work activities independently and as part of a team.
• Ability to perform basic financial calculations with extreme accuracy.
• Ability to handle multiple simultaneous priorities under deadline pressure with composure and professionalism.
• Strong interpersonal skills with the ability to engage diverse personalities at all levels with discretion and highest customer service standards.

A key member of the service leadership team, the Branch Service Manager leads daily operations of the Branch Service Department by developing budget goals, closing repair orders within two days of last technician touch, and maintaining strong customer relationships. Collaborating across the Controller, Branch Manager, and Director of Service, this role ensures a compliant, efficient, and customer-focused service environment.

Functions

• Develop and contribute to monthly and annual department budget goals in conjunction with the Controller, Branch Manager, and Director of Service.
• Stay informed of all activities and work in the shop at all times.
• Provide service estimates to customers in conjunction with Service Writers and review and assist in closing ROs within 2 days of last technician touch.
• Ensure compliance with warranty and policy and interact with factory and vendor representatives.
• Establish and maintain strong working relationships with customers and resolve service complaints effectively.
• Maintain required tool inventory, a safe and compliant working environment, and a professional appearance.
• Monitor and manage technician time records, approve payroll, and hold regular employee meetings for communication and training.

Background and Experience

• 5+ years of automotive or truck service department experience.
• 1+ years of successful supervisory experience.
• Proficiency in computers and basic business software including MS Office.
• Advanced analytical and problem-solving abilities.
• Strong written and verbal communication skills with a dependable, organised, and resourceful approach.

Consistent branch compliance and a strong customer experience depend on the Branch Service Manager, who supervises teller line operations, manages vault and cash processes, and contributes to cross-sell goals across assigned branch locations. Based within the retail banking environment and reporting to the Branch Manager, this role ensures daily readiness, staff training, and adherence to all applicable banking regulations.

Accountabilities

• Supervise branch platform and teller line operations to ensure service quality, accuracy, efficiency, and risk management.
• Ensure branch compliance with all policies, procedures, and applicable regulations including audit, security, and internal controls.
• Manage branch vault, cash supply, cash shipments, ATM balancing, Night Drop deposits, and TCR balancing.
• Ensure branch opens on time, delegate operational duties, and organise work schedules for adequate coverage.
• Supervise training of new staff in product knowledge, operations, and sales and referral strategies.
• Provide prompt and accurate service in processing teller transactions, account opening, and maintenance.
• Respond promptly to customer complaints and contribute to assigned branch cross-sell and product sales.
• Assist Branch Manager in quarterly coaching, performance feedback, and conducting regular branch meetings.

Technical Qualifications

• High School Diploma or equivalent required.
• 2 years of Platform and Account Maintenance experience.
• 1 year of teller transaction experience.
• 2 years of supervisory and leadership experience.
• Advanced knowledge of deposit products, services, and banking regulations, policies, and procedures.
• Strong understanding of bank risk and liability related to overdrafts, funds availability, wire origination, and account control changes.
• Basic knowledge of MS Office products.
• Professionalism with strong verbal and written communication skills for engagement at all internal levels.

As the Branch Service Manager, this role oversees shop floor operations and administrative tasks arising from preventative maintenance and repairs, including scheduling, personnel management, and coordination with company officials on sales growth strategies. The service team relies on this work to maintain customer satisfaction, align with business objectives, and ensure accurate inventory and pricing across all branch activities.

Key Deliverables

• Manage preventative maintenance scheduling, quality, and customer satisfaction.
• Listen to and resolve customer complaints regarding services, products, or personnel.
• Hire, train, and evaluate personnel and ensure each direct report understands company objectives.
• Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business.
• Direct and supervise associates in sales, inventory-taking, cash reconciliation, and specific customer services.
• Plan and prepare work schedules, assign associates to specific duties, and provide staff assistance with complex tasks.
• Attend company meetings to exchange product information and coordinate work with other departments.
• Prepare sales and inventory reports and formulate pricing policies according to profitability requirements.

Professional Experience

• Associates Degree in business or technical field, or Vo-Tech Graduate preferred.
• At least 3 years of previous work experience in diesel shop maintenance.
• At least 1 year of supervisory experience.
• Proficiency in Microsoft Outlook, Word, Excel, Access, and PowerPoint.
• Strong written and oral communication and people management skills.
• Regular, predictable, full attendance required with willingness to travel as necessary.

Branch Services Manager advances full-scope branch performance by managing teller line personnel, facilitating small loan requests, and ensuring adherence to Bank Secrecy Act and OFAC responsibilities to grow the Bank's market share. The work directly supports customer retention, community engagement, and the Bank's operational integrity across new account and lending functions.

Areas of Ownership

• Manage the operations and personnel of the branch teller line and new account areas.
• Manage operational expenses, approve large teller transactions, and participate in weekday and Saturday work rotations including opening and closing.
• Open new accounts, facilitate branch meetings, and exercise administrative control over audit, compliance, staffing, and employee coaching.
• Serve as liaison for tellers regarding operational guidelines and banking regulations.
• Respond to customer inquiries and issues and actively participate in community programs to promote the Bank.
• Adhere to operational controls including legal, corporate, and regulatory procedures to ensure asset security.
• Facilitate small loan requests when needed.

Education and Experience

• High school diploma or GED required, college degree in a related field preferred.
• 3+ years of banking experience with emphasis on branch operations.
• 2+ years of management experience.
• Previous experience in consumer lending preferred.
• Working knowledge of Silverlake system preferred.
• Computer proficiency with MS Office Suite required.
• High level of knowledge of Bank Secrecy Act and OFAC responsibilities.
• Sales aptitude with careful attention to detail, time management, and excellent interpersonal and communication skills.

The Branch Service Manager owns day-to-day branch activity spanning personnel management, regulatory compliance, and sales performance, monitoring service levels and coaching staff to meet targets while keeping the branch audit-ready under BSA, AML, and CIP requirements. Working closely with branch staff across all functions, this role ensures operational continuity and a consistent customer experience across opening, closing, and promotional initiatives.

Role Responsibilities

• Manage day-to-day branch activity including personnel, sales, service, operations, and regulatory compliance.
• Carry out first-line supervisory responsibilities including hiring, performance management, employee development, coaching, and counselling.
• Review work schedules and ensure adequate branch coverage at all times.
• Keep branch in compliance with all bank policies and procedures and prepare branch for internal audits.
• Ensure compliance with banking regulations including BSA, USAPA and CIP, and AML requirements.
• Monitor branch sales and service levels and coach staff to achieve appropriate targets.
• Respond to complex customer complaints and questions and manage branch opening and closing.
• Communicate and manage promotional campaigns and product initiatives.

Minimum Qualifications

• High school degree required.
• 2+ years of related experience including supervisory and customer service experience.
• Banking experience required.
• Working knowledge of banking industry, products, customer service, and supervisory skills.
• Fluency in English and knowledge of other languages.