Market Manager Senior

The Market Manager Senior is responsible for leading sales initiatives and achieving performance targets by actively engaging and motivating branch staff to acquire new clients and deepen existing relationships. This role oversees all aspects of banking center operations, including cash handling, daily balancing, and strict adherence to internal policies, procedures, and regulatory requirements.

The Market Manager Senior ensures the efficient and effective management of the banking center while delivering a best-in-class client experience. This role supervises two or more employees, including Universal Bankers, and is cross-trained in all areas of client service, such as cash transactions, account openings, and wire transfers.

Additionally, the Market Manager Senior ensures operational accuracy, regulatory compliance, and a high standard of client service and security protocols. The individual may also provide oversight and guidance to other Business Sales and Service Managers and may be responsible for training and mentoring Market Managers across other banking centers.

Principal Duties & Responsibilities:

Directs the banking center team in executing sales strategies to drive deposit and loan growth, focusing on client retention and identifying new revenue opportunities.

• Consistently meets and exceeds individual and/or team sales goals, including but not limited to deposits, loans, and other applicable metrics.

• Collaborates with Small Business Bankers (SBBs) and internal partners to create and promote referral opportunities across business lines.

• Initiates and leads outbound service calls using consultative approaches; overcomes objections, facilitates cross-departmental referrals, and ensures client satisfaction and retention.

• Monitors and enforces timely resolution of financial ticklers in accordance with Bank policies.

• Analyzes the Banking Center's Statement of Condition to evaluate deposit and loan performance.

• Coaches and develops staff to meet Bank standards for client referrals and sales effectiveness.

• Oversees lead-scrubbing efforts and ensures the quality and accuracy of lead data.

• Conducts quarterly meetings with Tier 1 clients to strengthen relationships and solicit new business.

• Cultivates partnerships with Centers of Influence (e.g., CPAs, attorneys) to drive referrals and business development.

• Manages and maintains a targeted prospect list and leads networking, outside sales, and cold-calling efforts.

• Represents the Bank in community events and leadership forums, promoting the institution's presence and values.

• Oversees account opening, maintenance, and closing processes, ensuring compliance and client service excellence.

• Documents client activities and referrals in Elevate and ensures proper follow-through across departments.

• Allocates and adjusts staff resources to align with workflow and client demand throughout the business day.

• Exercises authority to approve operational transactions, such as checks, wires, and credits, within established limits.

• Manages cash operations in partnership with UB Senior, including currency/coin supply, ordering, and shipments.

• Supervises ATM balancing, vault operations, and TCR reconciliations, and ensures accurate processing of deposits.

• Audits night depository logs and ATM envelopes for proper documentation and compliance.

• Oversees and validates teller line activity and ensures timely remote capture of daily work.

• Maintains oversight of key/combo controls in partnership with the Regulatory Operations Consultant (ROC).

• Ensures the secure and compliant storage of client files and banking center documentation.

• Serves as operational backup to UB/UB Sr. to maintain business continuity as needed.

• Manages all aspects of safe deposit box operations, including access control, documentation, rent collection, and escheatment.

• Coordinates and monitors SBB blocked time for business development; models effective lead calling behavior.

• Provides cross-functional support and maintains proficiency in all client service functions.

• Leads the implementation of client service excellence standards and operational controls.

• Authorizes and reviews overdrafts, using discretion and judgment based on account behavior and relationship value.

• Executes routine client service tasks, such as account updates and product orders, with a focus on efficiency and compliance.

• Maintains comprehensive and organized client records.

• Demonstrates deep knowledge of bank products, especially Treasury Management solutions, and identifies cross-sell opportunities.

• Executes and approves complex transactions such as domestic and international wire transfers, adhering to policy and authorization levels.

• Partners with ROC to proactively identify, address, and resolve operational risks and findings.

• Performs quality assurance checks on wire transfers, ensuring correct authorization and documentation.

• Drives client relationship development by identifying cross-sell opportunities and aligning needs with appropriate solutions.

• Oversees overdraft management, including decisions to recover balances or escalate charge-offs.

• Submits required documentation for all new business accounts in a timely and compliant manner.

• Ensures system access aligns with employee roles and controls are in place.

• Completes performance evaluations and leads quarterly development check-ins with direct reports.

• Implements and monitors fraud prevention, risk mitigation, and loss prevention strategies.

• Enforces adherence to compliance standards related to account opening, regulatory testing (e.g., Reg CC, CIP, NRA), and documentation.

• Leads the execution of Business Continuity Plan testing and participates in loss investigations as needed.

• Participates in dual control responsibilities for opening and closing the banking center.

• Investigates losses and discrepancies, and implements corrective actions as appropriate.

• Approves and oversees employee time submissions through the Bank's system of record.

• Delivers in-the-moment coaching to UBs, reinforces cross-sell behavior, and models the Bank's cultural expectations.

• Oversees multiple banking centers, if assigned, to ensure consistency in operations, sales, and service delivery.

• Adapts work hours and location as needed to meet business demands, including Saturdays.

• Meets the requirements of the S.A.F.E. Act and is expected to follow related procedures, including notifying Human Resources of any status changes.

• 5-7 years of retail banking operational experience at a supervisory level.

• Strong business acumen with strong sales ability and persuasiveness skills.

• Proven ability to exceed goals and drive revenue growth.

• Ability to effectively coach, develop, and hold team members accountable.

• Excellent communication, problem-solving, and decision-making skills.

• Well organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

• In-depth understanding of bank operations, compliance, and client service best practices.

• Comfortable exercising sound judgment and discretion within authority limits.

• High School Diploma or an equivalent combination of education and relevant professional experience may be considered in lieu of a degree.
• Bachelor's Degree in Business or related field, preferred.

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP here.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.