This position reports to a Branch Manager. 

In your role, you will be expected to: 

• 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
• Do your part to increase transaction revenues, share of wallet, and client acquisition and retention by soundly managing the branch's expenses and transaction services.
• Ensure compliance with security standards and procedures in effect

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
• The incumbent must be able to identify risks inherent to Personal and Commercial Banking sector activities
• You will be managing (number of employees)
• You will be in charge of (number of branches)
• The incumbent must be available (…………)

Depending on your academic background and the position level, at least five to ten years of experience in:

• College diploma and four to six years of experience, depending on position level OR University certificate in a related field or National Bank University Program and three 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 
• Knowledge of financial products and services, an asset
• Bilingualism, spoken and written (English and French) an asset