Overview
This position leads the administration and efficient operation of a full-service branch, with responsibility for operations, lending, product sales, customer service, compliance, security, and safety in alignment with Company objectives. The role also drives business development by identifying client and prospect needs, strengthening the Tompkins brand within the local community, and generating small business banking opportunities in the market area. This position provides overall direction and leadership for branch activities, team performance, and market growth.
Position Goals - Branch Leadership and Performance Management - Provide strategic direction and leadership across all branch activities to ensure strong operational performance, effective team execution, and achievement of branch goals aligned with company objectives.
- Business Development and Market Growth - Drive growth in small business and consumer relationships by identifying opportunities, expanding market presence, and strengthening the Tompkins brand within the local community and business market.
- Client Experience and Relationship Excellence - Foster a client-centric culture that delivers consistent, high-quality service experience, deepens client relationships, and supports long-term retention and satisfaction.
- Team Development and Communication - Build and lead a high-performing branch team through coaching, mentoring, performance management, and clear, consistent communication that promotes accountability, engagement, and professional growth.
- Operational, Compliance, and Risk Oversight - Ensure sound branch operations through strong oversight of policies, procedures, audits, regulatory compliance, security, and fraud mitigation to protect the bank, its clients, and its employees.
Responsibilities
- Branch Leadership and Staff Management
- Lead branch staff through daily direction, coaching, and performance oversight.
- Strengthen communication, accountability, and development through regular feedback, mentoring, and performance management.
- Foster a service- and sales-focused culture that supports branch goals and team engagement.
- Business Development and Sales Growth
- Grow the branch by deepening relationships with existing and prospective business customers.
- Drive deposit, lending, referral, and cross-sell opportunities through proactive, needs-based sales efforts.
- Expand market presence through community networking and business development activities.
- Customer Service and Relationship Management
- Deliver responsive support for business banking, deposit, loan, and related service needs.
- Provide practical, solution-oriented guidance to help customers address financial needs and concerns.
- Maintain a consistently high service standard to strengthen satisfaction, loyalty, and retention.
- Operational Oversight and Branch Support
- Oversee daily branch operations to ensure efficiency, continuity, and strong execution.
- Monitor performance through reporting, goal tracking, and review of branch and individual results.
- Support branch coverage and operational continuity across locations as needed.
- If necessary, team members may be required to float to other branches to meet business needs
- Compliance, Audit, and Risk Management
- Ensure adherence to policies, procedures, security standards, and regulatory requirements.
- Oversee audit and compliance reporting with accuracy and timeliness.
- Maintain a controlled operating environment through clear procedures, risk awareness, and accountability.
Key Success Factors - People Leadership: Drives team performance and growth by developing succession plans, fostering accountability, and coaching individuals to build confidence and capability. Balances strategic priorities with people needs, promotes engagement, recognizes contributions, and empowers emerging leaders while effectively managing performance.
- Planning & Results Orientation: Establishes and communicates performance goals, manages resources and budgets in alignment with organizational objectives, and ensures policies support operational success. Proactively identifies and addresses challenges while monitoring progress to maintain high standards and achieve desired outcomes.
- Customer Focus: Drives customer-centric improvements by identifying root causes of issues, implementing feedback systems, and designing best practices to enhance the customer experience. Coaches and empowers teams to build strong relationships and advocate for customer needs.
- Risk Management: Demonstrates proactive risk management by anticipating and evaluating risks-both in action and inaction-while making informed decisions even with incomplete information. Stays current with industry trends, engages in business continuity planning, and provides strategic input to leadership, balancing innovation with operational stability.
- Relationship Building: Cultivates strong, organization-wide relationships by proactively connecting with peers, leaders, and stakeholders. Leverages influence and diverse perspectives to foster collaboration, enhance effectiveness, and drive shared success
Qualifications
- High school diploma or equivalent required; bachelor's degree preferred.
- Minimum of three (3) years of experience in a related role required; specialized banking education and training preferred.
- Demonstrated management and supervisory capabilities, with the ability to lead, coach, and support team performance.
- Proficiency in consultative sales practices, including identifying client needs, recommending appropriate products and services, and achieving referral goals.
- Strong interpersonal, verbal, and written communication skills.
- Demonstrated commitment to delivering a high level of customer service.
- Proficient computer skills, including the ability to use standard business and banking-related systems effectively.
- Requires active Nationwide Multistate Licensing System and Registry (NMLS) registration, or the ability to secure registration upon hire, and is contingent upon successful completion of a credit report review as part of the process.
Benefits
- Medical
- Dental
- Vision
- 401(k) Match
- Profit Sharing
- Paid Time Off
- 11 Holidays
- Tuition Reimbursement
- Free Parking throughout Tompkins Community Bank
- Employee Referrals
Pay Range
USD $74,880.00 - USD $93,600.00 /Yr.
