Manager, Retail Channels (Branch Manager)

The Manager, Retail Channels (Branch Manager) leads service and business development activities and the management of the face-to-face relationships at the branch. Maintain desired behaviors and protocols by continuously developing leadership, providing coaching and feedback on performance throughout the year. Ensures the franchise model is applied and performed at all levels. Position works on-site based in Caguas, PR

• Strengthen bank relationship with customers, by encouraging excellent communications skills, effective customers interactions, professional projection and image.
• Lead business development activities at the branch resulting in customer relationship index, loan portfolio, deposit portfolio increase and any additional financial and/or service goals.
• Assist in recruitment process, candidate selection, motivates and develops assigned staff.
• Represents the financial institution in the community through good customer relations.
• Support the Bank’s digital transformation by encouraging the team to actively promote transaction migration and customer’s adoption.
• Ensures branch compliance with bank regulations, requirements, and procedures; ensures staff follows operational and security policies and procedures. Responsible for obtaining satisfactory results on regulatory reviews, branch audits and any other internal and/or external reviews.
• Manages branch audits.
• Oversees direct reports leadership, professional development and performance management activities.
• Manages overall branch office.
• Other duties maybe assigned.
• Maintain and sustain a franchise model at the branch, ensures all decisions and determination are aligned and comply with our service standards. Monitors, evaluates and coach staff performance to ensure compliance with our values, attributes and value proposition on daily activities and interactions with internal and external customers.
• Reviews and approves banking transactions in accordance with established authority levels/limits.
• Drive and promotes positive dynamics among branch team members with customer and co-workers at all levels: synergies, teamwork, and a healthy work environment.
• Responsible for the delivery of proactive and superior customer experience in the branch. Building a customer focused culture amongst the entire Branch Team to deepen and achieve long term and profitable customer’s relationships.
• Provide direction and lead the staff to maintain required service levels in all branch areas.

• Master of Business Administration Business Administration, Finance or related field required.
• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
• Excellent communication skills and the ability to work collaboratively and effectively with diverse staff, colleagues, and clients.
• Fully Bilingual – English and Spanish (written and verbal).
• Proficiency in MS Office (Word, Excel, Outlook), reporting systems and other business applications required.
• Four (4) years experience in a similar position in a financial services company or five (5) years in a related work in management.
• Demonstrated ability to analyze problems/issues, gather data and information, evaluate and recommend alternative solutions.