WHAT DOES A BRANCH MANAGER DO?

Published: May 20, 2025 – The Branch Manager leads branch operations to meet financial targets by aligning team activities with regional business plans and promoting effective business development strategies. This position oversees employee performance through recruitment, coaching, and compliance supervision while ensuring adherence to regulatory standards and optimal client service. The manager also strengthens community presence and client relationships by managing branch risk, enhancing service quality for small businesses, and fostering collaboration with key business partners.

A Review of Professional Skills and Functions for Branch Manager

1. Branch Manager Accountabilities

  • Customer Interaction: Conduct face-to-face interactions with both potential and existing customers
  • Staff Management: Manage the staff at the branch location
  • Sales Reporting: Generate sales reports weekly
  • Relationship Building: Build and maintain relationships with customers
  • Customer Education: Educate customers on how products or services can benefit them financially and professionally

2. Branch Manager Duties

  • Cash Handling: Maintain proper procedures for collecting cash, checks, and credit cards.
  • Account Management: Make and post all deposits, review a detailed aging report daily, and make contact with all past due accounts.
  • Credit Administration: Work closely with their Branch Operations Manager and the VP of Branch Operations to establish and maintain credit terms.
  • Receivables Monitoring: Keep accounts receivable above 80% current.
  • Petty Cash Reconciliation: Reconcile the petty cash drawer once a month with the Assistant Branch Manager.
  • Inventory Management: Maintain the proper level of inventory, and order all materials needed for weekly trucks.
  • Inventory Control: Conduct monthly inventory and control shrink, maintain proper procedures for order pulling, and check in truck orders.
  • Stock Management: Oversee proper stock preparation and receive all stock into the AccPac computer system.
  • Branch Logistics: Process branch transfers as material is moved between branches.
  • Supply Management: Order and maintain a sufficient supply of office/warehouse supplies.
  • Order Fulfillment: Pull orders and unload product trucks.

3. Branch Manager Job Description

  • Order Processing: Edit and invoice orders, mail invoices to the customer, and run specific weekly reports such as the accounts receivables statement and four-month trend.
  • Order Entry: Type in orders from customers who fax, phone, or place their orders in person.
  • Customer Support: Work with the customer representative for customers or product issues.
  • Customer Relations: Work with new customers to establish a good business relationship.
  • Customer Service: Maintain a high level of customer service at all times.
  • Team Management: Manage assistant manager, warehouse manager, and warehouse/driver from 1–7 people.
  • Disciplinary Procedures: Ensure proper procedures for disciplinary actions for branch personnel.
  • Hiring Documentation: Maintain proper new hire paperwork.
  • HR Liaison: Act as liaison between employees and the Human Resources department.
  • Recruitment and Termination: Participate in the hiring process and the termination of branch employees.
  • Payroll Management: Manage the branch employees' payroll, vacation, and sick days to ensure the branch is adequately staffed at all times.

4. Branch Manager Functions

  • Target Achievement: Achieve targets within the sales and marketing plans
  • Team Meetings: Conduct monthly sales/production meetings and performance meetings with team members
  • Agent Support: Provide guidance and support to sales agents to ensure they attain expected targets
  • Sales Planning: Develop and deliver a sales and marketing plan for their branch
  • Budget Preparation: Prepare sales and expense budgets with an emphasis on growth and profitability
  • Client Relations: Handle member/client concerns effectively, or escalate to the executive level
  • Branch Administration: Handle branch administration, including operational support for agency staff
  • Talent Development: Hire, develop, coach, and mentor agents and staff
  • Leadership: Demonstrate leadership abilities and effectively manage changing priorities
  • Cross-functional Collaboration: Collaborate with other business unit managers to attain standards and operational levels

5. Branch Manager Essential Functions

  • Financial Targeting: Meet the branch's financial contribution target (based on the regional business plan) by presenting it to the team and identifying the expected behaviours and business development activities
  • Personalized Coaching: Provide personalized coaching to advisors, the customer service manager, and the business development support team to help them develop their skills and progress in their careers
  • Team Management: Oversee the hiring, development, and performance management of all members of the team
  • Team Motivation: Motivate the team to ensure a superior client experience
  • Compliance Enforcement: Ensure that members of the team apply and adhere to the established rules of engagement regarding client segmentation, referrals, transactions, risk management, regulatory compliance and branch procedures
  • Compliance Oversight: Act as a Branch Compliance Officer (BCO), overseeing all Mutual Fund Representatives (MFRs) assigned to the unit and ensuring that all transactions comply with suitability and compliance rules
  • Client Relationship Building: Build lasting relationships with branch clients through various acquisition and retention activities
  • Service Optimization: Optimize the quality of service offered to small businesses by assigning advisors based on the branch's market potential
  • Community Engagement: Act as an ambassador for the Bank within the local community and build profitable relationships with primary business partners
  • Risk Identification: Identify the risks inherent in Personal and Commercial Banking sector activities
  • Multi-Branch Supervision: Manage 10 employees, and be responsible for 2 branches