Personal Banking Manager

The Manager Personal Banking (MPB) is responsible for leading the Branch’s retail Sales Team to meet its goals across all balance scorecard quadrants and building a customer focused sales culture. These goals include, but are not limited to, portfolio growth, sales, sales productivity, customer service, number of customers, referral generation, operational effectiveness, employee engagement and teamwork. The MPB conducts all sales & sales management activities normally performed by the Branch Manager, including goal setting, business plan development, performance management, leadership development and coaching to reinforce desired skills, behaviors and attitudes. The position is created when there are sufficient sales officers in the branch to warrant additional support for the Branch Manager. Lastly, the MPB is responsible for providing straightforward and knowledgeable service to create a relationship of mutual trust and confidence with branch customers and other employees.

Accountabilities

• Drive Sales Performance & Growth

Lead the branch Sales team to achieve portfolio growth, sales, and referral targets by setting clear goals, executing business plans, building external referral networks, monitoring performance, and ensuring effective use of CRM tools, marketing initiatives, and training programs.

• Deliver Exceptional Customer Experience

Foster a strong customer-focused culture by ensuring delivery of the Bank’s Service Promise, improving customer advocacy scores, addressing customer concerns, and maintaining professional service standards across the team.

• Ensure Operational Excellence & Compliance

Oversee efficient branch sales operations by managing workflows, monitoring expenses, ensuring adherence to policies and procedures (including KYC, AML/ATF, and regulatory requirements), and maintaining accurate reporting and controls.

• Develop & Lead the Sales Team

Coach, motivate, and develop staff through regular performance management, training, and recognition programs, while supporting recruitment, employee development plans, and a high-performance, customer-centric culture.

Education and Experience Requirements

• Bachelor’s degree in Business, Finance, or a related field (or equivalent work experience)
• Proven experience in retail banking sales and service, with strong skills in customer needs assessment, solution-based selling, negotiation, and relationship management
• Solid understanding of retail banking products, systems, and sales/service management practices, including CRM tools, pipeline management, and branch operations
• Sound knowledge of regulatory requirements, including KYC, AML/ATF compliance, and credit/lending policies and processes
• Good awareness of market trends, competitor offerings, and alternative banking channels
• Experience working across multiple product lines (retail, small business, wealth, or commercial) is an asset
• Proficiency in sales and service technology platforms and standard business software applications