Service Manager, HCB

At our company, we have been helping our customers and communities for over 125 years. In July 2011, our parent company BMO Financial Group acquired Marshall & Ilsley Corporation (M&I). Over the next year, we will be working to bring the best of Harris and M&I together under the BMO Harris Bank name. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.

BMO Harris Bank is committed to an inclusive, equitable and accessible workplace. We are an Equal Opportunity Employer. By embracing diversity, we gain strength through our people and our perspectives.


MANDATE

To create a positive image of the Bank by overseeing all functions of the Service Manager (Teller staff) to ensure customers are provided with superior customer service that defines a great customer experience. This position has supervisory responsibility for the Service Manager (Teller) staff and is accountable for managing referrals of prospects to Personal Bankers and other banking groups to deliver clarity (simplicity, guidance, and know-how) to our customers. The Service Manager is the operations champion and leader of directives and procedures.
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KEY AREAS OF ACCOUNTABILITY

A. Service Team Performance
B. Superior Customer Service that Defines Great Customer Experience
C. Product Knowledge and Referral Development (Simplicity, Guidance, and Know-How)
D. Risk management
E. Leadership for staff performance


ACCOUNTABILITIES

A. Service Team Performance

- Provide professional and courteous service in processing a wide variety of day-to-day and special service customer transactions.
- Resolve customer related issues promptly using knowledge of bank services, products and processes.
- Meet or exceed all personal referral goals as defined by referral program or by Bank Manager.
- Oversees daily staffing (including breaks and lunches), to minimize customer wait times and enhance service levels, leveraging the branch scheduler tool.

B. Superior Customer Service

- Identify customer needs and matches needs with appropriate product or service, makes referrals to other team members, including across lines of business (i.e., One Harris Referrals), as assigned by Bank Manager.
- Ensure the Teller staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestions and options.


C. Product Knowledge and Referral Development

- Identifies customer needs and matches needs with appropriate product or service, utilizing opportunities to suggest or cross-sell other bank products and services.
- Makes qualified referrals to other team members including other lines of business.
- Meets or exceeds all personal referral goals as defined.
- Participates in all training relative to bank products and services.
- Supports bank's community involvement and participates in community activities as required.

D. Risk Management

- Identifies risks associated with regulatory compliance, overdraft authority and bank secrecy act
- Adheres to all bank policies, directives and procedures.
- Completes all branch audits in appropriate time frames; monthly, quarterly, biannually, and annually.
- Fosters a team approach ensuring audit requirements are achieved.
- Understands, applies and enforces dual control procedure at all times.
- Conducts ongoing robbery training with staff.
- Disseminates all fraud related alerts and conducts training with staff to reduce fraud losses.
- Understands systems functionality and ensures transactions are input appropriately; responds to system messages to evaluate risk associated with transaction and accountable for granting overrides.
- Ensures all necessary documentation is completed for all transactions.
- Maintains cash supply at each service representatives' window, vault and oversee vault security and teller alarm equipment.
- Ensures all security measures are followed.
- Adheres to and manages branch capture process.

E. Leadership for Staff Performance

- Manage, coaches and develop the Service Manager (Teller) staff by assigning work, training, answering questions, solving problems, helping with complex transactions and sensitive customer relations problems/complaints.
- Ensure the Teller staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestions and options on the different products to other lines of business.
- Provide Human Resource Management for all service rep jobs including PPA's, Developmental Plan/Training, Goal Setting and Corrective Action.
- Coordinates daily work routines and assigning duties for Service Manager (Teller) staff.
- Lead the hiring process for the Service Rep (Teller) team, leveraging the BFI process.
- Lead Service Manager (Teller) team meetings, including Daily Huddles.


AUTHORITIES

Supervise the activities of the Service Manager staff by assigning work, training, answering questions, solving problems, helping with complex transactions and sensitive customer problems/complaints. Provide leadership through recognizing, coaching, stimulating, visioning and team building. Handle equipment and system issues including false alarms. Monitor teller difference records. Maintain attendance record and vacation schedules.


CROSS-FUNCTIONAL RELATIONSHIPS

This role requires the incumbent to interact with the following key roles:

- Bank Manager / Assistant Bank Manager
- Regional Operations Manager

KNOWLEDGE AND SKILLS


a) Knowledge:

Education:
- High School education or equivalent
- College or other courses related to retail banking preferred

Experience:
- 5 years of teller or related work experience
- Bank Secrecy Act experience
- Previous supervisory/management experience preferred
- Previous sales experience a plus

b) Skills:
- On-line procedures, deposit/check processing,
- Personal Banking products/services, and commercial deposit products
- Compliance training

c) Communication Skills:
- Must be able to disseminate valuable information in a timely manner and have the ability to decipher and react to urgent requests, when appropriate
- Correspond clearly and concisely in all business writing and verbal communications
- Ability to give direction, set limits, and hold people accountable for high performance
- Ability to manage difficult conversations with employees and give positive feedback and motivation

d) Risk and Compliance management:
- A strong knowledge of all applicable regulations, audit standards, and related corporate policies, procedures and directives
- Ability to demonstrate sound judgment, decision making and discretion
- Ability to assess risk in order to mitigate loss to the branch and organization

e) Operational and People Management:
- Ability to adapt in a rapidly changing environment
- Thorough understanding of all retail and commercial transaction processes and all products/services
- Ability to share knowledge and promote staff learning and development
- Ability to identify skill sets in others and to assign tasks appropriately
- Ability to foster teamwork, recognize and reward achievements, inspire trust and motivate others
- Ability to create an environment that promotes customer service internally and externally, and building lasting relationships thorough exceptional customer service
- Ability to make sound decisions, ensuring that decisions achieve results in a timely manner
- Ability to take responsibility to team performance and development

BMO Harris Bank thanks all applicants. We advise only those who qualify for an interview will be contacted.


To APPLY go to:

https://careers.bmogc.com/cws/hrseeker.html and look for job id: 91094