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Service Manager - Elm Grove-1700002298

Job Description


Service Manager - Elm Grove-1700002298

To create a positive image of the Bank by overseeing all functions of the Service Representative team to ensure customers are provided with superior customer service that defines a great customer experience.

 This position has supervisory responsibility for the Service Representative staff and is accountable for managing referrals of prospects to Personal Bankers and other banking groups to deliver clarity (simplicity, guidance, and know-how) to our customers.  The Service Manager is the operations champion and leader of directives and procedures.

Embraces, adopts, and promotes innovative ways of banking with employees and customers.

 

Key Accountabilities

 

Service Team Performance

  • Provide professional and courteous service in processing a wide variety of day-to-day and special service customer transactions.
  • Resolve customer related issues promptly using knowledge of bank services, products and processes.
  • Meet or exceed all personal referral goals as defined by referral program or by Bank Manager.
  • Oversees daily staffing (including breaks and lunches), to minimize customer wait times and enhance service levels, leveraging the branch scheduler tool.

 

Superior Customer Service

  • Identify customer needs and matches needs with appropriate product or serve, makes referrals to other team members, including across lines of business (i.e. BMO Linkages Referrals), as assigned by Bank Manager.
  • Ensure the Service Representative staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestions and options.

 

Product Knowledge and Referral Development

  • Identifies customer needs and matches needs with appropriate product or service, utilizing opportunities to suggest or cross-sell other bank products and services.
  • Makes qualified referrals to other team members including other lines of business.
  • Meets or exceeds all personal referral goals as defined.
  • Participates in all training relative to bank products and services.
  • Supports bank’s community involvement and participates in community activities as required.
  • Stay current on BMO Harris digital banking capabilities and coach team to provide proactive, needs based guidance on  BMO Harris' digital banking and self-service technologies

 

Risk Management

  • Identifies risks associated with regulatory compliance, overdraft authority and bank secrecy act.
  • Adheres to all bank policies, directives and procedures.
  • Completes all branch audits in appropriate time frames; monthly, quarterly, biannually, and annually
  • Fosters a team approach ensuring audit requirements are achieved.
  • Understands, applies and enforces dual control procedure at all times.
  • Conducts ongoing robbery training with staff.
  • Disseminates all fraud related alerts and conducts training with staff to reduce fraud losses.
  • Understands systems functionality and ensures transactions are input appropriately; responds to system messages to evaluate risk associated with transaction and accountable for granting overrides.
  • Ensures all necessary documentation is completed for all transactions.
  • Maintains cash supply at each serve representatives’ window, vault and oversee vault security and teller alarm equipment.
  • Ensures all security measures are followed.
  • Adheres to and manages branch capture process.

 

Leadership for Staff Performance

  • Manage, coaches and develop the Service Representative staff by assigning work, training, answering questions, solving problems, helping with complex transactions and sensitive customer relations problems/complaints.
  • Ensure the Service Representative staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestion sand option son the different products to other lines of business.
  • Provide Human Resource Management for all service representative jobs including PPA’s, Developmental Plan/Training, Goal Setting and Corrective Action.
  • Coordinates daily work routines and assigning duties for Service Representative staff.
  • Lead the hiring process for the Service Representative Team
  • Lead the Service Representative Team meetings, including Daily Huddles.

 

Qualifications

Knowledge & Skills

Knowledge

  • Education:
  • High School education or equivalent
  • College or other courses related to retail banking preferred
  • Experience:
  • 5 years Service Representative or related work experience
  • Bank Secrecy Act experience
  • Previous Supervisory/Management experience preferred
  • Previous sales experience a plus

 

Skills

  • Online procedures, deposit/check processing
  • Personal Banking products/services, commercial deposit products
  • Compliance training

 

Communication Skills

  • Must be able to disseminate valuable information in a timely manner and have the ability to decipher and react to urgent requests, when appropriate
  • Correspond clearly and concisely in all business writing and verbal communications
  • Ability to give direction, set limits, and hold pople accountable for high performance
  • Ability to manage difficult conversations with employees and give positive feedback and motivation

 

Risk and Compliance Management

  • A strong knowledge of all applicable regulations, audit standards, and related corporate policies, procedures and directives
  • Ability to demonstrate sound judgment, decision making and discretion
  • Ability to assess risk in order to mitigate loss to the branch and organization

 

Operational and People Management

  • Ability to adapt in a rapidly changing environment
  • Thorough understanding of all retail and commercial transaction processes and all products/services
  • Ability to share knowledge and promote staff learning and development
  • Ability to identify skill sets in others and to assign tasks appropriately
  • Ability to foster teamwork, recognize and reward achievements inspire trust and motivate others
  • Ability to create an environment that promotes customer service internally and externally, and building lasting relationships through exceptional customer service
  • Ability to make sound decisions, ensuring that decisions achieve results in a timely manner
  • Ability to take responsibility to team performance and development

 

Tech Savviness:

  • Comfortable using, advising on, and engaging team members and customers in digital and other innovative forms of banking.

 

Openness and Adaptability:

  • Ability to effectively adapt to rapid advancements in technology and the changing nature of the banking environment. Open to learning and adopting new technology and/or ways of working.

 

Change Leadership:

  • Demonstrated ability to influence and lead others through change

At BMO Harris Bank, we have been helping our customers and communities for over 130 years. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.

To submit your application for this job, please go to:
https://bmo.taleo.net/careersection/2/jobdetail.ftl?job=1700002298&lang=en_GB

BMO Harris Bank is committed to an inclusive, equitable and accessible workplace. We are an Equal Opportunity Employer. By embracing diversity, we gain strength through our people and our perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability or veteran status.


Job Requirements

See Job Description

Job Snapshot

Location US-WI-Elm Grove
Employment Type Full-Time
Pay Type Hour
Pay Rate N/A
Store Type Banking
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Company Overview

BMO Harris Bank

Established in 1817, BMO Financial Group is a highly diversified financial services provider based in North America. With total assets of $642 billion as of October 31, 2015 and close to 47,000 employees, BMO provides a broad range of retail banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, Wealth Management and BMO Capital Markets. We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital MarketsTM, our North American investment and corporate banking division. Learn More

Contact Information

US-WI-Elm Grove
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Snapshot
BMO Harris Bank
Company:
US-WI-Elm Grove
Location:
Full-Time
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
Banking
Store Type:

Job Description


Service Manager - Elm Grove-1700002298

To create a positive image of the Bank by overseeing all functions of the Service Representative team to ensure customers are provided with superior customer service that defines a great customer experience.

 This position has supervisory responsibility for the Service Representative staff and is accountable for managing referrals of prospects to Personal Bankers and other banking groups to deliver clarity (simplicity, guidance, and know-how) to our customers.  The Service Manager is the operations champion and leader of directives and procedures.

Embraces, adopts, and promotes innovative ways of banking with employees and customers.

 

Key Accountabilities

 

Service Team Performance

  • Provide professional and courteous service in processing a wide variety of day-to-day and special service customer transactions.
  • Resolve customer related issues promptly using knowledge of bank services, products and processes.
  • Meet or exceed all personal referral goals as defined by referral program or by Bank Manager.
  • Oversees daily staffing (including breaks and lunches), to minimize customer wait times and enhance service levels, leveraging the branch scheduler tool.

 

Superior Customer Service

  • Identify customer needs and matches needs with appropriate product or serve, makes referrals to other team members, including across lines of business (i.e. BMO Linkages Referrals), as assigned by Bank Manager.
  • Ensure the Service Representative staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestions and options.

 

Product Knowledge and Referral Development

  • Identifies customer needs and matches needs with appropriate product or service, utilizing opportunities to suggest or cross-sell other bank products and services.
  • Makes qualified referrals to other team members including other lines of business.
  • Meets or exceeds all personal referral goals as defined.
  • Participates in all training relative to bank products and services.
  • Supports bank’s community involvement and participates in community activities as required.
  • Stay current on BMO Harris digital banking capabilities and coach team to provide proactive, needs based guidance on  BMO Harris' digital banking and self-service technologies

 

Risk Management

  • Identifies risks associated with regulatory compliance, overdraft authority and bank secrecy act.
  • Adheres to all bank policies, directives and procedures.
  • Completes all branch audits in appropriate time frames; monthly, quarterly, biannually, and annually
  • Fosters a team approach ensuring audit requirements are achieved.
  • Understands, applies and enforces dual control procedure at all times.
  • Conducts ongoing robbery training with staff.
  • Disseminates all fraud related alerts and conducts training with staff to reduce fraud losses.
  • Understands systems functionality and ensures transactions are input appropriately; responds to system messages to evaluate risk associated with transaction and accountable for granting overrides.
  • Ensures all necessary documentation is completed for all transactions.
  • Maintains cash supply at each serve representatives’ window, vault and oversee vault security and teller alarm equipment.
  • Ensures all security measures are followed.
  • Adheres to and manages branch capture process.

 

Leadership for Staff Performance

  • Manage, coaches and develop the Service Representative staff by assigning work, training, answering questions, solving problems, helping with complex transactions and sensitive customer relations problems/complaints.
  • Ensure the Service Representative staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestion sand option son the different products to other lines of business.
  • Provide Human Resource Management for all service representative jobs including PPA’s, Developmental Plan/Training, Goal Setting and Corrective Action.
  • Coordinates daily work routines and assigning duties for Service Representative staff.
  • Lead the hiring process for the Service Representative Team
  • Lead the Service Representative Team meetings, including Daily Huddles.

 

Qualifications

Knowledge & Skills

Knowledge

  • Education:
  • High School education or equivalent
  • College or other courses related to retail banking preferred
  • Experience:
  • 5 years Service Representative or related work experience
  • Bank Secrecy Act experience
  • Previous Supervisory/Management experience preferred
  • Previous sales experience a plus

 

Skills

  • Online procedures, deposit/check processing
  • Personal Banking products/services, commercial deposit products
  • Compliance training

 

Communication Skills

  • Must be able to disseminate valuable information in a timely manner and have the ability to decipher and react to urgent requests, when appropriate
  • Correspond clearly and concisely in all business writing and verbal communications
  • Ability to give direction, set limits, and hold pople accountable for high performance
  • Ability to manage difficult conversations with employees and give positive feedback and motivation

 

Risk and Compliance Management

  • A strong knowledge of all applicable regulations, audit standards, and related corporate policies, procedures and directives
  • Ability to demonstrate sound judgment, decision making and discretion
  • Ability to assess risk in order to mitigate loss to the branch and organization

 

Operational and People Management

  • Ability to adapt in a rapidly changing environment
  • Thorough understanding of all retail and commercial transaction processes and all products/services
  • Ability to share knowledge and promote staff learning and development
  • Ability to identify skill sets in others and to assign tasks appropriately
  • Ability to foster teamwork, recognize and reward achievements inspire trust and motivate others
  • Ability to create an environment that promotes customer service internally and externally, and building lasting relationships through exceptional customer service
  • Ability to make sound decisions, ensuring that decisions achieve results in a timely manner
  • Ability to take responsibility to team performance and development

 

Tech Savviness:

  • Comfortable using, advising on, and engaging team members and customers in digital and other innovative forms of banking.

 

Openness and Adaptability:

  • Ability to effectively adapt to rapid advancements in technology and the changing nature of the banking environment. Open to learning and adopting new technology and/or ways of working.

 

Change Leadership:

  • Demonstrated ability to influence and lead others through change

At BMO Harris Bank, we have been helping our customers and communities for over 130 years. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.

To submit your application for this job, please go to:
https://bmo.taleo.net/careersection/2/jobdetail.ftl?job=1700002298&lang=en_GB

BMO Harris Bank is committed to an inclusive, equitable and accessible workplace. We are an Equal Opportunity Employer. By embracing diversity, we gain strength through our people and our perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability or veteran status.


Job Requirements

See Job Description
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