Banking Retail Manager
About the position
The Client Experience Manager (CXM) at Capital City Bank is tasked with fostering a leadership culture that prioritizes exceptional client experiences through effective associate interactions, office presentation, and the range of products and services offered. This role encompasses the management of a single office, which may include a drive-through facility, and involves developing associates to ensure they are well-equipped to meet client needs while achieving operational and sales objectives. The CXM is expected to demonstrate strong sales and service skills, set the strategic direction for the office, communicate performance results, and coach associates while recognizing and rewarding their accomplishments. The CXM also plays a crucial role in building a high-performing team and is responsible for the direct management of Universal Associates. In offices without a dedicated Teller Experience Supervisor, the CXM will oversee the efficient operation of the Teller area, including cash management and all related activities. This position also involves making employment decisions and participating in business development opportunities within the market. All associates at Capital City Bank have access to confidential client information and must practice discretion at all times.
Responsibilities
• Foster strong, loyal relationships between clients and the brand.
,
• Enhance the client experience through care and passion at every touchpoint, including client outreach.
,
• Provide leadership to drive a culture focused on associate engagement and retention to achieve exceptional client experiences and revenue goals.
,
• Interview, hire, and manage all approved positions with administrative support from Human Resources as needed.
,
• Create the strategic direction of the office to deliver a consistent client experience and manage associate relationships.
,
• Develop strong relationships with the team and key bank partners, product and support partners, and other business partners.
,
• Identify and define opportunities for deposit growth and development, including visiting surrounding businesses to strengthen relationships.
,
• Deliver a strong leadership style that balances coaching and mentoring with expectation-setting and measurement.
,
• Promote, motivate, and coordinate sales activities and onboarding expectations to exceed office production goals.
,
• Ensure ongoing team training and timely completion of all bank-sponsored meetings/training/courses related to products/services and other initiatives.
,
• Manage performance standards for applicable office associates, ensuring adherence to policies and procedures.
,
• Fulfill the functional role of Personal Banker as needed, providing clients with information on bank products and services.
,
• Manage the appearance of the office, including branding and marketing materials, and oversee budgetary expenses.
,
• Manage PTO schedules to prevent staffing shortages and ensure adherence to annual leave requirements.
,
• Oversee office security and associate/client safety, ensuring compliance with related policies and procedures.
,
• Assist with research and resolution of client issues/complaints, initiating client contact if appropriate.
Requirements
• 5-7 years of related experience in banking or business management.
,
• Effective written and oral communication skills to engage clients positively.
,
• Strong leadership, organizational, and time management skills.
,
• Ability to exercise sound and reasonable judgment.
,
• Demonstrable business development and leadership skills.
,
• Banking experience preferred.
,
• Proficiency in Word and Excel software.
,
• Familiarity with Jack Henry Xperience is preferred.
,
• Experience with a customer relationship management system is a plus.
,
• Understanding of Capital City Bank products and services is preferred.
Nice-to-haves
• Experience in a leadership role within a banking environment.
,
• Knowledge of local market trends and business development strategies.
,
• Ability to work flexible hours, including after-hours meetings or events.
Benefits
• Medical, Dental and Vision Insurance
,
• Life Insurance
,
• 401(k) with Matching
,
• Flexible Spending Accounts
,
• Tuition Assistance
,
• Stock Purchase Plan
,
• Discounts on Products and Services
Apply Now
The Client Experience Manager (CXM) at Capital City Bank is tasked with fostering a leadership culture that prioritizes exceptional client experiences through effective associate interactions, office presentation, and the range of products and services offered. This role encompasses the management of a single office, which may include a drive-through facility, and involves developing associates to ensure they are well-equipped to meet client needs while achieving operational and sales objectives. The CXM is expected to demonstrate strong sales and service skills, set the strategic direction for the office, communicate performance results, and coach associates while recognizing and rewarding their accomplishments. The CXM also plays a crucial role in building a high-performing team and is responsible for the direct management of Universal Associates. In offices without a dedicated Teller Experience Supervisor, the CXM will oversee the efficient operation of the Teller area, including cash management and all related activities. This position also involves making employment decisions and participating in business development opportunities within the market. All associates at Capital City Bank have access to confidential client information and must practice discretion at all times.
Responsibilities
• Foster strong, loyal relationships between clients and the brand.
,
• Enhance the client experience through care and passion at every touchpoint, including client outreach.
,
• Provide leadership to drive a culture focused on associate engagement and retention to achieve exceptional client experiences and revenue goals.
,
• Interview, hire, and manage all approved positions with administrative support from Human Resources as needed.
,
• Create the strategic direction of the office to deliver a consistent client experience and manage associate relationships.
,
• Develop strong relationships with the team and key bank partners, product and support partners, and other business partners.
,
• Identify and define opportunities for deposit growth and development, including visiting surrounding businesses to strengthen relationships.
,
• Deliver a strong leadership style that balances coaching and mentoring with expectation-setting and measurement.
,
• Promote, motivate, and coordinate sales activities and onboarding expectations to exceed office production goals.
,
• Ensure ongoing team training and timely completion of all bank-sponsored meetings/training/courses related to products/services and other initiatives.
,
• Manage performance standards for applicable office associates, ensuring adherence to policies and procedures.
,
• Fulfill the functional role of Personal Banker as needed, providing clients with information on bank products and services.
,
• Manage the appearance of the office, including branding and marketing materials, and oversee budgetary expenses.
,
• Manage PTO schedules to prevent staffing shortages and ensure adherence to annual leave requirements.
,
• Oversee office security and associate/client safety, ensuring compliance with related policies and procedures.
,
• Assist with research and resolution of client issues/complaints, initiating client contact if appropriate.
Requirements
• 5-7 years of related experience in banking or business management.
,
• Effective written and oral communication skills to engage clients positively.
,
• Strong leadership, organizational, and time management skills.
,
• Ability to exercise sound and reasonable judgment.
,
• Demonstrable business development and leadership skills.
,
• Banking experience preferred.
,
• Proficiency in Word and Excel software.
,
• Familiarity with Jack Henry Xperience is preferred.
,
• Experience with a customer relationship management system is a plus.
,
• Understanding of Capital City Bank products and services is preferred.
Nice-to-haves
• Experience in a leadership role within a banking environment.
,
• Knowledge of local market trends and business development strategies.
,
• Ability to work flexible hours, including after-hours meetings or events.
Benefits
• Medical, Dental and Vision Insurance
,
• Life Insurance
,
• 401(k) with Matching
,
• Flexible Spending Accounts
,
• Tuition Assistance
,
• Stock Purchase Plan
,
• Discounts on Products and Services
Apply Now