• 2364413
  • (Reference :1600022675)
  • Assistant Branch Manager


  • Description
    Branch : Place D'Armes

    In small and core branches, the Assistant Branch Manager (ABM) is a second-in-command leadership role in the branch. The ABM leads service staff (CSRs) and provides guidance, direction and coaching to these roles. ABMs are additionally responsible for hiring and performance management of these roles. When the Branch Manager is absent (e.g., for vacation, leave, extended hours), the ABM is responsible for day-to-day running of the branch, including coaching and managing Generalist and Associate Generalist Bankers, problem resolution, coordinating daily and weekly branch meetings, operational effectiveness and sales backfill (as needed).Key Accountabilities25%: Service Staff Management / Coaching

    - Observe CSR interactions with customer by walking the branch floor and behind wickets
    - Evaluate CSR performance on key evaluative and diagnostic metrics
    - Provide regular feedback to CSRs through Coaching for Performance program
    - Coordinate schedules using Branch Scheduler scheduling tool
    - Ensure CSRs complete required training within acceptable timeframe
    - Make hiring, promotion and dismissal decisions for service staff, as necessary

    25%: Customer Service

    - Resolve customer service escalations and complaints
    - Fulfill products for walk-in customers as backfill for Generalist and Associate Generalist Bankers, when peaks in demand require

    25%: Operations

    - Ensure smooth day-to-day operations particularly for front-of-house activities
    - Opening / closing, inventory management, general housekeeping

    15%: Regulatory and Audit Compliance

    - Ensure all necessary forms are complete, accurate and submitted in a timely manner

    10%: Branch Manager Coverage (% of time allocated to BM Coverage will vary based on branch hours)

    - Fill in for BM during leave, vacation, extended hours, or other absences, in addition to regular ABM duties
    - Take on management and coaching activities for Generalist and Associate Generalist Bankers
    - Resolve sales escalations and complaints
    - Coordinate daily and weekly branch meetings
    - Coordinate Generalist and Associate Generalist Banker scheduling during extended BM absences

    10%: Risk Management

    - Protect the Bank's assets and maintain the quality of the lending portfolio by ensuring adherence to lending process requirements, and established yield, quality, diversification and risk guidelines
    - Comply with all regulatory, legal and ethical requirements

    - Undergraduate degree or equivalent work experience RISR registered and lending qualified Branch Compliance Officer (BCO) qualified


    - Brilliant at the Basics
    - Excellent customer service aptitude
    - Strong management, leadership and coaching capabilities
    - Understands PandC Canadas technology and processes well, able to multi-task and delegate appropriately
    - Possesses intimate knowledge of all aspects of PandC Canadas branch operations
    - Understands full suite of financial products and comfortable answering questions and referring to the appropriate SME

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