Your role 

• Guide and coach the team of representatives in identifying clients' financial needs
• Make sure the team promotes the Bank's products and services and refers clients to the right resources.
• Support your team of representatives in achieving their objectives. Guide them and provide advice on work methods and service/business development techniques after setting and following up on performance objectives and business development referrals
• See that the branch's operational activities are carried out efficiently
• Build loyalty by maintaining close relationship with clients and offering them quality service

More specifically, you will:

• Manage complaints concerning transaction and retail banking services, in particular by handling and documenting complaints received at the branch to make sure their resolution improves client satisfaction.
• Develop an action plan with the Branch Manager, ensure its implementation, and circulate the results of the Client Experience Metrics survey.
• Explain to your team the rules for client segmentation, referrals, transaction execution, risk management, regulatory compliance and branch operating procedures, and make sure they are followed.
• Work with your team and other units to complete various mandates, analyses and special projects, or supervise such activities

Want to learn more about the position? Feel free to contact Faiza Laissaoui, Branch Manager

Competencies required

• College diploma and four to six years of experience, depending on position level OR Bachelor's degree in a related field and one to six years of experience, depending on position level
• Experience in personnel management and coaching
• Experience in business development and customer service 

Preferred competencies

• Knowledge of financial products and services