JOB TITLE: Consumer Profitability Manager
DEPARTMENT: Retail Banking
INCUMBENT:
SUPERVISOR: Director of Retail Branches
FLSA STATUS: Exempt
JOB PURPOSE
Leads retail growth, relationship development, and service quality across the branch network. Translates bank strategy into practical branch actions that support deposit and consumer loan growth, referrals, customer relationships, employee development, and consistent service while supporting efficient operations and sound risk management. Partners with branch leadership and internal business areas to strengthen execution, improve customer and employee experience, and achieve established bank goals.
DUTIES AND RESPONSIBILITIES
- Develops and implements retail growth, relationship expansion, service, and operating strategies; converts strategic priorities into clear goals, programs, campaigns, and branch-level actions. Supports initiatives focused on new household acquisition.
- Help develop and execute deposit growth strategies, consumer loan and referral efforts, and customer relationship initiatives that support branch business development, prospecting, outreach, and market development activities.
- Administers and monitors retail incentive plans and other performance programs, including communication, implementation, measurement, and recommended updates.
- Conducts regular branch visits to coach leaders and employees, review progress toward goals, reinforce expectations, and identify community and referral network development needs.
- Provides consultative guidance, training, and ongoing coaching to branch management and employees in customer service, relationship development, referrals, product knowledge, soft skills, operational execution, and goal achievement.
- Promotes a culture of strong employee performance through engagement, recognition, talent development, career development, and succession planning for future retail leaders.
- Maintains a high level of knowledge of bank products, services, goals, policies, procedures, technology, and regulatory requirements; ensures required training is completed.
- Ensures adherence to bank policies, procedures, service standards, and applicable regulatory requirements. Communicates matters involving potential loss, audit findings, operational risk, or compliance concerns to appropriate leaders and partners.
- Uses sound judgment, experience, and structured problem solving to resolve branch, customer, employee, and process issues.
- Assesses and supports marketing plans and branch campaigns that align with retail strategic objectives and deepen customer relationships for existing and new branch openings, relocations, and market expansion.
- Leverages the branch network to support organizational lending and relationship expansion efforts.
- Provides work direction and performance oversight for assigned retail leaders, branch managers, branch support personnel, and/or float staff, as applicable.
- Exercises appropriate authority regarding hiring, staffing, training, performance appraisals, promotions, career development, salary actions, and employment decisions for assigned personnel.
- Prepares and communicates updates on retail growth and strategic progress to senior leadership.
- Performs other job-related duties as assigned.
CONTACTS
Daily contact with the supervisor, retail leaders, branch managers, branch employees, branch support personnel, and other bank departments and managers. Frequent contact with internal business partners and facilities management. Occasional contact with customers, auditors, examiners, vendors, and suppliers.
SPECIFIC REQUIREMENTS
- Bachelor's degree or equivalent relevant experience.
- Ten or more years of bank operations and/or retail banking experience, including substantial experience in a branch environment and management responsibility.
- Proven experience supervising employees and leaders, with responsibility for coaching, development, performance management, and staffing decisions.
- Demonstrated success leading retail growth, relationship development, service, referral, or incentive programs.
- Knowledge of financial products and services and comprehensive knowledge of banking rules, regulations, operational controls, audit, and compliance expectations.
- Excellent oral and written communication, customer service, interpersonal, presentation, and consultative skills.
- Demonstrated leadership, coaching, training, decision-making, problem-solving, and change-management skills.
- Ability to motivate teams, establish accountability, and translate strategy into practical actions and measurable goals.
- Excellent time management, organization, planning, prioritization, and delegation skills.
- Proficiency with personal computer applications, spreadsheets, word processing, internet, intranet, email, and other electronic communication channels.
- Ability to travel frequently between bank locations.
PREFERRED REQUIREMENTS
- Familiarity with the bank's core accounting system and branch technology.
- Comprehensive knowledge of various banking departments and how they support customer relationships and branch execution.
- Ability to work independently and collaboratively across functions.
- Strong attention to detail and follow-through.
- Experience analyzing goals, trends, operating results, and program effectiveness to guide decisions and improvements.
PHYSICAL REQUIREMENTS
Office setting with moderately varied desk-oriented activity, with opportunities to stand and move around in a comfortable environment. Frequent motor vehicle travel between bank locations is required. May occasionally lift and/or carry objects weighing up to 25 pounds.
NOTICE
1.This job description does not state or imply that these are the only tasks to be performed by the incumbent. The incumbent may be required to follow other instructions and perform other job-related duties.
2.Requirements represent minimum levels of knowledge, skills, and abilities. Successful performance requires the ability and aptitude to perform each essential task proficiently.
3.Ability means possessing and applying both knowledge and skill.
4.Marginal or peripheral functions incidental to the primary functions may not be listed. All stated requirements are essential to the position.
5.This job description describes minimum selection requirements. Promotion and other employment decisions are also based on bank needs, good standing, fully competent performance, and other nondiscriminatory considerations.
6.Requirements may be modified to reasonably accommodate individuals with disabilities.
7.Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
8.This job description does not create an employment contract, implied or otherwise, other than an at-will employment relationship.
