In Retail at Fifth Third Bank, we continue to focus on delivering a world-class customer experience by keeping the customer at the center of everything we do. Our teams are fully committed to working as One Bank to provide our customers the financial support they need when they need it. Being a Fifth Third better means we are there for our customers and ready to earn their trust and confidence when providing solutions for their needs.Job DescriptionGENERAL FUNCTION:: The Financial Center Manager (FCM) has full responsibility and accountability for the sales and service productivity, operations and customer experience at a defined Financial Center or Bank Mart location withqualifyingnumberofhouseholds, total revenue and opportunity for growth. The FCM will promote business growth through the development of deposits, assets, fee-based services and the development and retention of new and existing consumer and businesscustomers. TheFCMisaccountable to regularly evaluate employee performance, provide challenging opportunities that enhance career growth, develop the appropriate talent pool to ensure there is adequate staffing and succession planning and rewardemployeesfortheiraccomplishments.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues,andensuresthatactions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES & RESPONSIBILITIES:
o Sales/Goals Function:
o Manage the sales function for assigned Financial Center or Bank Mart and coach team members, setting the example and tone for a strong sales environment that is collaborative.
o Consistently execute, coach to and lead the defined sales and service processes using consultative sales skills and appropriate tools.
o Lead the team to consistently meet and exceed sales, service, customer experience, operational and profitability goals as defined by the Retail line of business and leadership.
o Oversee the acquisition and growth of consumer and small business customers by establishing and deepening relationships, determining business or customer needs and making recommendations.
o Actively participate in community activities and leverage outside calling to develop and grow relationships to further benefit the communities we serve.
o Provide leadership necessary to actively work the current book of business and implement new strategies that generate new households and retain/expand current relationships.
o Provide service to customers and prospective customers on various banking matters and professional resolution of problems/issues.
o Maintain a position of trust and responsibility by following our Core Values and keeping all customer business confidential.
o Lead by example through the consistent use of the consultative sales process to proactively identify the financial needs of customers or prospects and recommend the appropriate solutions to meet those needs.
o Develop and maintain effective relationships with appropriate business partners, such as mortgage, business, and investment partners. In-store managers will also develop and maintain effective relationships with store management.
o Consistently meet or exceed brokerage referral goals as set by management.
o Manager/HR Function:
o Collaborate with Retail line of business or affiliate leadership to understand sales strategy, set priorities, direct, coach and delegate sales responsibilities to Financial Center staff, ensuring consistent execution of our sales process.
o Understand and coach team members on the importance of operational responsibilities / risk activities impacting Retail.
o Coach/train the team to be cross-trained on duties as necessary.
o Partner with the Market Leadership and Operations team to understand the staffing model and utilize the appropriate tools to adhere to the appropriate Financial Center staffing model.
o Actively participate in the selection and onboarding of new employees.
o Evaluate performance and provide consistent coaching and guidance on a regular basis.
o Establish and facilitate regular sales and staff meetings, promoting participation of all Financial Center members and Business Partners, when appropriate.
o Partner with Retail line of business and affiliate leadership to ensure staff receives proper training to demonstrate ability to sell, cross-sell and/or refer as appropriate to reach individual/team sales productivity goals.
o Ensure that there is consistent communication regarding individual, job family and Financial Center goals and each staff member is held accountable for his/her results.
o Take timely, appropriate action for non-performance and enlist management/business partner involvement as necessary.
o Create a culture that attracts, retains and grows a team that values diversity, inclusion, and engagement.
o Provide rewards/recognition for accomplishments in a timely manner.
o Ensure the staff's continuous education of policies and procedures to adhere to compliance requirements.
o Provide employees with timely, candid and constructive feedback.
o Assist in the development of employees by providing opportunities to enhance employee knowledge and growth.
o Follow the Bancorp Code of Business Conduct and Ethics and other related policies, modeling the ethical behavior expected from every employee within the Bancorp. Set the example and maintain ethical behavior at all times.
o Operations Function:
o Stay informed, guide and lead the team on regular updates by the Retail Risk & Administration Manager (RRAM), Retail Operations Manager and Bancorp management team with regard to operations policies and procedures, including but not limitedtoopenandclose procedures, daily vault duties, control of cash levels and the adequate supply of inventory, completion of successful audits, fraud detection, and control of over/short by staff.
o Maintain a personal balancing record that is in line with policy; Monitor regularly the balancing performance of the staff and have the ability to find and correct outages and to enlist help as needed for more difficult errors.
o Receive and act on regular updates on the security controls in place to protect the bank assets against criminal, fraud and unnecessary risk or exposure and take necessary steps to ensure compliance within work area by all teammembersandbusinesspartners.
o Utilize the operations policies and procedures to provide a quality experience for Fifth Third consumer and commercial customers.
o Maintain a position of trust and responsibility by keeping all customer business confidential.
SUPERVISORY RESPONSIBILITIES: Provides employees timely, candid and constructive feedback; assisting in the development of employees to their full potential and provides challenging opportunities that enhance employee career growth;recognizeandrewardemployees for accomplishments. Assist in the development of appropriate talent pool to ensure adequate bench strength and succession planning.
Minimum Skills & ExperienceMINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
o Successful completion of the Fifth Third Bank Financial Center Management Associate Training Program and/or the following:
o College degree or equivalent experience of four or more years of a leadership role within a team; experience in the financial industry and managing a P&L preferred.
o Series 6, 63 and insurance licenses required.
o Pass consultative selling skills certification.
o Ability to successfully execute and coach sales activities designed to acquire new consumer household and small business customers and/or cross-sell to established customers.
o Ability to perform well in a leadership role and be recognized by others as a leader.
o Understanding of advanced math functions that will allow for analysis of credit and financial information.
o Ability to professionally represent Fifth Third Bank in terms of appearance and verbal/written communication.
o Demonstrated ability to develop a working knowledge of Retail policies and procedures in order to utilize good judgment in making sound decisions.
o This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). The NMLS web site (mortgage.nationwidelicensingsystem.org) provides the MU4R questions andregistrationrequiredforemployment in this position.