Assistant Retail Market Manager

Description:

General Responsibilities/Job Summary

The Assistant Retail Market Manager supports the Retail Market Manager or Senior Retail Market Manager in the daily operation of an assigned PSBT branch and leads branch employees as assigned. With a primary focus on operational excellence, audit readiness, compliance, risk control, and exceptional customer service, this role leads by example, directs daily branch activities, coaches and develops employees, participates in sales and service initiatives, and reinforces consistent delivery of the People’s Promise Sales & Service Model.

The Assistant Retail Market Manager may be assigned to any tiered branch based on business need, branch complexity, staffing model, transaction activity, deposit base, and market opportunity. Working in partnership with and under the direction of a Retail Market Manager or Senior Retail Market Manager, this position shares responsibility for managing and leading the branch team, carries out delegated management responsibilities, supports established branch priorities, and addresses employee, customer, and operational matters within assigned authority.

Essential Functions/Duties

The following duties are representative of the essential functions of the position:

• Partner with the Retail Market Manager in managing the branch and executing sales, service, operational, customer experience, compliance, and performance priorities; complete delegated responsibilities within established authority.
• Co-manage and lead assigned branch employees in partnership with the Retail Market Manager by directing daily work, setting and reinforcing expectations, providing ongoing coaching and training, supporting performance management, recognizing strong performance, and addressing employee conduct and performance concerns.
• Participate in branch initiatives and routines, including sales campaigns, service activities, operational priorities, customer experience efforts, compliance requirements, community engagement, and assigned business development activities.
• Model and reinforce the People’s Promise Sales & Service Model by leading through example in customer service, conducting consistent discovery, recommending appropriate solutions, making referrals, and completing timely follow-up.
• Maintain strong working knowledge of consumer and business deposit products, consumer lending, cash management, digital banking, and ancillary services.
• Open and service consumer and business deposit accounts accurately and efficiently, process customer transactions, support ancillary service needs, and resolve customer matters within assigned authority.
• Identify and process consumer lending opportunities within authority and refer mortgage, wealth, cash management, merchant, and other specialized needs to the appropriate partner.
• Use myPSBT CRM, performance data, campaign activity, pipelines, transaction trends, and deposit information to complete assigned outreach and follow-up, identify opportunities, and support branch execution.
• Lead by example in operational excellence and maintain audit-ready operations through accurate execution of account-opening requirements, controls, cash management, balancing, security routines, dual control, reporting, daily procedures, record retention, and applicable banking regulations.
• Coordinate staffing coverage, branch workflow, opening and closing procedures, and daily work assignments to support effective branch operations and customer service.
• Share day-to-day responsibility for leading the branch team and managing employee, customer, and operational matters in partnership with the Retail Market Manager, acting within established authority and escalating matters requiring higher-level review or approval.
• Support the adoption of tools, technology, processes, and routines that improve efficiency, operational consistency, and the customer experience while championing the Bank’s One Bank, One Team, One Vision culture.

Requirements:

Education/Training: Associate’s degree in Business, Finance, Banking, Management, Marketing, or a related field preferred. Equivalent related banking experience may be considered.

Knowledge/Skills/Abilities:

• Strong knowledge of branch operations, transaction processing, retail banking products and services, compliance requirements, risk controls, cash handling, security procedures, audit readiness, and customer experience standards.
• Demonstrated ability to co-manage and supervise branch employees, direct daily activities, establish accountability, coach and develop team members, address performance concerns, and work in partnership with a Retail Market Manager in leading the branch.
• Strong communication, relationship-building, organization, problem-solving, conflict-resolution, and sound judgment skills, with the ability to balance operational accuracy, customer needs, employee support, and sales and service priorities.
• Ability to work within delegated authority, manage routine employee, customer, and operational matters, exercise sound judgment, recognize issues requiring escalation, and contribute to consistent branch leadership in partnership with a Retail Market Manager.
• Proficiency with branch systems, myPSBT CRM, Microsoft Office applications, reporting tools, customer relationship tools, and technology used to support branch operations and performance.

Experience: A minimum of three (3) years of related banking experience normally required, including substantial experience in branch operations, transaction processing, customer service, relationship development, and sales and service execution. Prior experience leading employees, directing workflow, providing coaching and training, and supporting performance management required; formal supervisory experience preferred.

Required Certifications/Licenses: N/A

Travel Requirements: Periodic travel within the assigned market or region may be required for branch support, training, meetings, and community activities.

Scheduling: Standard branch business hours with flexibility to support staffing coverage, opening and closing responsibilities, customer needs, training, operational requirements, community events, and business priorities as needed.

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