Branch Service Manager 2 (on - site))

Job Opportunity At SMBC Group

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York stock exchanges. In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd. The anticipated salary range for this role is between and . The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Job Summary

Manages the operational, control, and service delivery functions performed in assigned branch location in support of the Regions and Areas located in the office. Coordinates with centralized processing and other service departments to insure timely resolution to customer inquiries. Insures high quality service delivery to all customers who interact through a branch office. Maintains staffing levels appropriate to the work, anticipating shortages and coordinating for coverage as necessary, and participating in further centralization efforts. May be assigned as Relationship Manager to a small group of accounts.

Principal Duties & Responsibilities

• Customer Service: Responsible for delivery of high-quality service to customers who contact branch offices consistent with the Bank's Mission Statement. Encourages staff to cross-sell services as appropriate to meet customer needs, enhance customer satisfaction, and assist in meeting branch deposit goals. Ensure that customer complaints and inquiries are reported and resolved timely and effectively.
• Support of Relationship Managers: Participate in the development of Service Level Agreements for functional responsibilities within the branch in conjunction with Regional, Area, and Relationship Managers in the CBD, JBD, and SSSD Divisions. Monitor and report performance against agreed upon standards and take necessary actions to improve performance as required. May function as Relationship Manager on a small group of accounts.
• Transaction Processing: Insure efficient and effective processes within branch locations for teller transactions, customer inquiries, new accounts, and safe deposit transactions. Coordinate with and utilize centralized service and support areas to insure efficient processing.
• Risk Management/Operations Quality: Ensure adequate control over branch assets through enforcement of bank policies, adequate oversight of branch control processes, and by exercising sound judgment in approvals and recommendations.
• Human Resource Management: Recruit, train, and motivate staff to meet goals and provide appropriate levels of service. Manage salary expense within budgets and performance guidelines.
• Staffing: Monitor work volumes to insure appropriate staff levels in branch. Coordinate work schedules to insure adequate coverage during staff shortages and/or vacations. May be assigned other duties and responsibilities as necessary.

Position Specifications

• Education: Bachelor's degree in business administration preferred. High School Graduate with equivalent will be considered.
• Experience: 5-7 years of progressive previous branch operations experience in a commercial bank environment.
• Skills/Qualifications: Demonstrated supervisory and customer service skills. Familiarity with all legal aspects of Bank Operations and Human Resources. Excellent written and verbal communication skills are essential. Thorough knowledge of Bank systems and process. Proficiency in MS Word and Excel. Knowledge of office methods, procedures and practices including the use of standard office and teller equipment. Work as part of a team. May require lifting up to 25lbs.

SMBC's employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required. SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.