Branch Manager

Ka aha tō rā e kite ai? - What will your day look like?

The Branch Manager is critical to making this happen and key responsibilities of the role will include the following:

 

• Lead and coach branch teams to deliver on exceptional customer service
• Monitor, own, and drive improvement of key customer metrics
• Support the team to drive customer education and enable self-service
• Build strong referrals and relationships with specialist banking teams
• Provide a point of escalation and resolution for customer complaints
• Work as one of the team, engaging directly with customers to carry out customer appointments, concierge or assist walk-in customers
• Support the team to provide effective information and tools for customers to make the most of their money
• Oversee branch operations, providing support and troubleshooting to ensure branch teams
• Champion branch banking needs, helping to deliver on initiatives to improve customer experience and bank priorities
• Take pride / ownership of the appearance of the branch, keeping it tidy and well-presented and aligned to our brand expectations
• Lead community engagement as a brand ambassador through education sessions and seminars, including financial wellbeing, banking digitally, scam awareness
• Develop branch teams, helping them to identify and progress next steps, areas for growth and development opportunities
• Promote and ensure the team’s adherence to the relevant ANZ policies and processes, risk frameworks, external regulatory requirements including QA and credit risk standards