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Digital Branch Manager - Madison Ave & 48th St Branch
September 15, 2018
New York, New York
Primary Location: United States,New York,New York
Education: High School Diploma/GED
Job Function: Sales
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 18059431
Citibank delivers a wide array of banking, lending and investment services to individual consumers, as well as to small businesses. Our U.S. Branch Network is comprised of over 700 branches across 12 states complemented by 24-7 access to customer service through a network of fee-free ATMs, CitiPhone Banking®, Citibank Online and Citi Mobile. Citibank's products and services cover a wide range of client banking needs including basic banking (checking and savings accounts, investment products), mortgages, small business, commercial banking, investment advisory services, and financial needs and analysis tools to enable Citibank to bring tailored solutions to every client.
The Digital Branch Manager is responsible for orchestrating the customer experience with staff and partners to ensure seamless access and a remarkable experience while delivering financial results aligned with business objectives. The manager leverages a new Attract, Engage and Connect Smart Banking strategy with clients. The manager develops sales plans and sets priorities to achieve goals aligned with this strategy. The manager is responsible for driving overall sales with a "hands-on" approach, maximizing use of Smart Banking technology and leading by example. The manager has full responsibility for the team. The manager is also responsible for monitoring and adhering to operational controls, including legal, corporate and regulatory policies and procedures to ensure the safety and security of customer and bank assets. Position Responsibilities:
Drive consumer and small business sales results through own sales activities and those of the team in order to achieve sales goals
Proactively identify and execute against opportunities to address client sales and service needs; appropriately converting service into sales
Manage the branch with a focus on identifying and addressing client sales and service needs in an integrated and client-led manner, as well as managing branch revenue and expenses
Demonstrate expert ability to leverage technology to uncover opportunities to deepen client relationships; use the various marketing tools available in the branch to present product offers and financial solutions to existing and potential clients (e.g. sales wall, tablet, smart phone, workbench, etc)
Lead and coach staff regarding Smart Banking sales processes and priorities, including a streamlined sales & service process, digital first approach, focus on client problem resolution and effective use of Smart banking technologies
Resolve complex client issues or needs; connect with relevant specialists and/or senior leaders as needed
Energetically greet and interact with clients on the bank floor
Inspire and create a motivating environment through activity-based coaching and performance development; ensure clients receive excellent service through ongoing coaching and monitoring of staff activities and direct interactions with clients
Manage end-to-end processes including workforce planning, recruitment, performance management and all people management practices
Ensure compliance with Citibank policies, standards and procedures to ensure the security of both the bank and client assets
Participate on the leadership team within the area/division The information listed within this description summary is intended to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive account of all the responsibilities, and/or minimum qualifications required of an employee assigned to this position.
High School Diploma/GED (Bachelor degree preferred) Experience/Skills:
Required to approach and engage clients in a non-traditional, open architecture branch setting to identify the financial needs of the clients. May require standing 60-70% of the work day
Proven track record of driving sales, both individually and as a leader of a sales team
Sales management experience; ability to build highly productive teams
Ability to manage and develop client relationships
Strong client service orientation; Understanding of customer service metrics and execution
Understanding of and ability to effectively coach team on Smart Banking (combined sales & service orientation with technology enablement)
Desire to win, results-oriented, strong work ethic; Optimistic, can-do attitude
Demonstrated success in collaborating with partners across all business lines
Strong leadership and management skills
Strong business knowledge in all facets of managing a sales operation, e.g. financials, scorecard, controls, products, business planning
Knowledge of and commitment to Compliance / Regulatory requirements
Minimum 5 years relevant experience (preferably banking or retail); strong understanding of banking industry and operations
Demonstrated success influencing and managing in a matrix environment
Able to respond effectively and timely to organizational, business and regulatory changes
Excellent communication skills (written and verbal)
NMLS registration; Safe Act compliant
Organizational and time management skills This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry ("Registry") and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and Citi policies and procedures.