SUMMARY/OBJECTIVE:
The Sales & Service Manager (SSM) is responsible for the full operations, sales production, and service excellence within their assigned branch. This leader sets the tone for a white-glove client experience while driving revenue growth through proactive relationship-building, effective team management and a disciplined approach to identifying and converting opportunities. The SSM is equally at home on the service floor and on the phone, balancing operational rigor with a relationship driven mentality to grow the branch's book of business.
ESSENTIAL FUNCTIONS:
Branch Operations & Leadership:
- Oversee all day-to-day branch operations, ensuring processes, compliance standards,
- and service protocols are consistently executed
- Serve as the primary point of accountability for branch performance metrics including
- revenue, service quality, and operational efficiency
- Recruit, onboard, coach, and develop branch staff; conduct regular performance reviews
- and establish individual development plans
- Maintain a branch environment that reflects professionalism, organization, and brand
- standards at all times
- Manage scheduling, staffing levels, and resource allocation to meet business demands
White-Glove Client Service:
- Champion an elevated, client-first service culture in every branch interaction - in person,
- phone, and digital
- Personally handle escalated client concerns with urgency, empathy, and resolution focused
- professionalism
- Implement and uphold service standards that exceed client expectations at every
- touchpoint
Sales & Opportunity Identification:
- Identify and capitalize on sales opportunities presented by walk-in clients, inbound calls,
- and transactional interactions
- Lead and execute a structured outbound calling program targeting existing clients,
- referral sources, and prospective new clients
- Partner with relationship managers and business development teams to pursue cross sell and upselling opportunities
Relationship Building & Business Development:
- Cultivate deep, trusted relationships with branch clients and key community stakeholders
- Conduct regular client outreach to review needs, deepen engagement, and uncover new
- business opportunities
- Represent the branch at community events, networking functions, and industry
- gatherings to drive visibility and brand presence
- Maintain accurate client relationship data and activity logs within the CRM platform
JOB QUALIFICATIONS:
- 3-5+ years of progressive experience in a sales and/or service management role, preferably in a branch, retail, or financial services environment
- Demonstrated track record of meeting or exceeding sales goals and driving client satisfaction
- Proven ability to lead, motivate, and develop a team in a fast-paced, client-facing environment
- Strong communication and interpersonal skills with the ability to build rapport at all levels
- Strong knowledge of bank compliance, KYC, BSA
SUPERVISORY RESPONSIBILITIES:
- Minimum of 5 years experience in a supervisory capacity
- Lead, coach, and develop branch sales and service team members
- Manage staffing, scheduling and daily workflow to ensure optimal coverage
- Recruit, onboard, train, and retain high performing employees
- Ensure compliance with bank policies, procedures and regulatory requirements
- Address employee relations matters and foster a positive team culture
The annual salary range for the Sales & Service Manager, AVP is $74,000 - $100,000 per year.
