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Citizens Multi Asst Branch Mgr

Citizens Bank

Citizens Bank

Massachusetts, USA
Posted on Friday, May 24, 2024

Job Description

As an Assistant Branch Manager (ABM), you will oversee daily activities in multiple branch locations. This includes driving branch performance, sales growth, and colleague and customer experience through inspirational leadership, highly collaborative partnerships, and sound operational practices. The ABM fulfills both a player and coach role in achieving team and individual sales goals by delivering product/service 'value' and differentiating solutions that address clearly understood customer needs, and the ability to drive the team to meet customer financial goals.

The ABM should have experience working in the digital space to show customers the ease of accessibility of the mobile and online experience. The ABM will supervise branch operations in the absence of Branch Manager and assist in colleague coaching, management, and training; ensuring that business processes and exceptional customer experiences are being delivered consistently. The ABM will assist the BM in building a diverse talent pipeline and developing colleagues to ensure their capabilities keep pace with future business needs. The ABM must be able to clearly communicate messages to colleagues and translate business priorities in a way that colleagues embrace and are able to execute. The ABM has responsibility for the branches P&L and, therefore, must understand financials and key business drivers and use that understanding to guide sound decision-making. As an ambassador for our brand, the ABM is a visible representative in the field and community helping branch colleagues cultivate new customer relationships and deepen existing ones.

This position reports to Branch Manager.

Success in this front-line role can lead to both short and long term career opportunities in Retail, Business Banking or Wealth Management.

As an Assistant Branch Manager your primary responsibilities include:

  • Drives sales through service: Build and promote branch identity, drive sales and promote overall ownership and accountability for improving customer service and branch success
  • Manage a High Performing Team: Show accountability by taking ownership of the business and willingness to make customer-focused decisions when needed
  • Empower your colleagues and lead by example: Support multiple branch locations, inspire ownership among your teams and be an active player-coach.
  • Utilizing digital technologies and applications to drive business results.
  • Ensure our customers are extremely satisfied with every interaction – make it memorable and the best part of their day
  • Coach and Develop to Drive Results: Assist colleagues in achieving their developmental goals and career aspirations
  • Bring a positive energy and confidence to Citizens every day.


  • 2 or more years of sales management experience in Retail or Branch Banking environment
  • Proven ability to coach and develop to drive sales results and operational excellence in a high volume branch environment.
  • Successful record of driving an exceptional customer experience validated through customer satisfaction surveys.
  • Strong financial and business acumen including experience interpreting reports to drive productivity.
  • Strong organizational skills including the ability to manage multiple responsibilities prioritize and delegate while delivering results.
  • Strong interpersonal skills including ability to build customer base by approaching and establishing dialogue with customers.
  • Maintain an active role through partnerships with community and civic organizations
  • Ability to work all branch operating hours, as needed, including weekends and some evenings.
  • Ability to travel, as needed, to required trainings and/or other branch locations
  • Successful candidate must meet and comply with all requirements set forth in the SAFE Act, including, but not limited to successful completion of the pre-employment screening checks and obtaining a unique identifier from the NMLS.


  • High School degree or equivalent required
  • Associate’s or Bachelor’s degree preferred

Success Factors

Knowledge, skills & abilities that typically lead to success in the job include:

  • Leading by example
  • Coaching
  • Communication
  • Team Leadership
  • Customer service
  • Risk acumen
  • Retail banking
  • Consultative selling
  • Cross selling
  • Front office customer management

Hours and Work Schedule

  • Hours per Week: 40
  • Work Schedule: Varies