Oct 15, 2019
The Assistant Branch Manager is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to grow sales and client base in coordination with the consumer sales team. The overall objective of this role is to grow sales, build customer loyalty and recommend the development of business strategies or initiatives and may include the management of activities by external organizations, and the direct management of individuals and sales teams.
Develop and follow through on action plans to improve operational controls, mitigate losses and ensure a consistent customer experience
Monitor quality and timeliness of service delivery to maximize sales, and create referral opportunities
Resolve issues regarding escalated customer complaints, technology, operations, control or risk
Oversee audit/compliance activities, Implement of Management Self Assessments (MSA) Monitor, and adhere to operational controls, including legal, corporate, and regulatory procedures
Participate in sales/service activities including seminars, micro-marketing events, promotional campaigns, product initiatives, etc.
Partner with Human Resources and Financial Center Managers to complete people management responsibilities including hiring, performance management, and compensation
Identify and develop high potential employees to build operational bench strength and implement employee recognition programs
Provide continuous direction, support, feedback and coaching to staff to ensure optimal performance
Implement employee recognition programs and drive efforts to emphasize positive service behaviors
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
2-5 years of relevant experience
Previous banking and management experience required
Demonstrated ability to lead, motivate, and influence others
Demonstrated ability to improve processes and manage projects
Consistently demonstrates clear and concise written and verbal communication skills
Consistently demonstrates analytic skills
Bachelor's Degree/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Effective management of the branch, including:
Manage P&L targets of the branch or branch team
Build and implement an annual branch business plan, including: financials, branch vision, drivers of business from capacity, client value proposition, client deepening opportunities, new business development, branch micromarketing activities, service delivery plans
Plan and implement business development activities including branch catchment area new client acquisition
Conduct business reviews with Senior Management
Manage the service strategy and delivery of the branch to ensure customer satisfaction
Ensure compliance with regulatory, risk, service requirements
Maintain operating standards and sales activities with particular attention to quality of work, cost efficiencies, compliance with institutional policies and procedures, and local regulations
Team management responsibilities (hiring, training and development, coaching and performance management, incentive compensation, disciplinary action etc.)
Build the partnership of various roles in the branch to deliver against the value proposition (RMs, Specialists, Service)
Ensure the delivery of the bank’s customer value proposition by leveraging on the bank’s products, services, platform and having the teams communicate to the customers well
Active engagement with product team, Sales Compliance, Marketing, Management Office to ensure we fully leverage on the bank’s capabilities
Manage and lead sales staff in providing wealth management advisory to top tier customers and help them build their wealth through Citibank’s unique wealth planner and tracker Gold Standard Portfolio Review (GSPR) to maximize new and existing client solution-based opportunities
Ensure Net Promoter Score and customer contactibility targets are fulfilled
Resolve diverse customer issues to minimize business and franchise impact
Monitor quality and timeliness of service delivery to ensure client satisfaction and maximize sales
Stay close to the market and customers and provide feedback to relevant departments to enable them to develop marketplace products and programs
Work closely with the Operations department in periodic reviews to improve process efficiency and productivity
Utilize audit/control process to keep fraud/operating losses at a minimum without affecting sales process and maintain/improve overall level of client satisfaction
Ability to motivate and lead a team of sales staff effectively
Diploma/ Degree holder, preferably in Business
Minimum 5-8 years of Branch/Sales or related experience
Proven ability to deliver results through others
Thorough understanding of financial / profit dynamics of branch
All compulsory local regulatory licensing requirements in Insurance, Investment, Foreign Exchange etc.
Strong motivational skills to drive a sales team
Strong people, process and project management skills
New relationship acquisition, relationship building, and sales management skills
Appreciation for operational priorities and sensitivity to compliance requirements
Strong financial/business acumen
Passion for meeting needs of clients/staff
Demonstrated ability to motivate and influence others
Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - SG
Time Type :Full time
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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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