The primary function of the Retail Area Manager (RAM) is to supervise and direct the activities of an assigned group of banking offices (Belmont St., Brockton; Quincy St., Brockton; Bridgewater; Sharon; Taunton and Lakeville). The RAM oversees the administration and support for the activities of this market to accomplish Retail Banking sales, service, revenue, operational and quality goals & objectives. Manage and actively conduct business development activities in the community, enhancing existing relationships and on-boarding new clients. Meet assigned business development goals.

Expected time commitments: 50% area branches management; 40% business development; 10% administration. Understand customer expectations to manage the delivery of quality service throughout the market while continuously improving customer satisfaction. Hire, develop and coach staff capable of meeting current and future business needs. Strong emphasis on coaching team members to enhance performance.

Responsibilities include, but are not limited to the following:

• Acts as sales manager for the defined market. Establishes and communicates performance standards and sales objectives designed to increase market share.
• Identifies and responds to local market opportunities, leading sales initiatives to maximize sales of Eastern Bank products and services.
• Reviews sales performance with sales staff on a regular basis.
• Ensures business is referred to other areas of the Bank. Manages, develops, and motivates branch staff to provide Eastern Bank customers with the highest possible level of customer service to ensure satisfaction and retention.
• Personally, delivers superior customer service. Handles complex customer issues.
• Provides sound leadership, teamwork, and direction to staff.
• Acts to achieve results at or above what is expected, perseveres to achieve goals and strives for continuous improvement.
• Takes responsibility for generating ideas and methods and works with a minimal amount of supervision.
• Communicates to branch staff corporate and personal vision and values for sales and service with enthusiasm and commitment.
• Proactively pursues improvements in sales and service. Assumes personal responsibility for the success of those managed.
• Displays personal energy and enthusiasm to encourage and inspire others regarding sales and service.
• Is an active participant in the community, enhancing Eastern Bank’s image. Where appropriate joining boards or organizations that make an impact in the community.
• Fulfills CRA activities in a proactive manner when appropriate.
• Hire, retain and promote quality staff with high potential. Train, develop and motivate branch personnel within the market. Plan to provide appropriate training and development experiences. Provide supervision through guidance, follow-up, and assessment. Conduct thorough, fair, and timely performance assessments. Recommend salary increases, promotions, transfers, and terminations, as appropriate.
• Communicate with employees regularly about their performance and solicit employee input.
• Demonstrates a commitment to quality of work and achieving operational conformity.
• Monitors adherence to all corporate, regulatory, compliance and internal controls. Ensures satisfactory or better reviews and audits are attained.
• Has a good understanding of how the quality of their work impacts other departments.
• Applies quality principles to resolve problems and improve workflow. All work performed is complete, accurate and in conformance with established policies and procedures. Assumes additional duties as required by the Regional Manager or others.
• Will direct or participate in divisional improvement projects or committees.

Qualifications

• Bachelor’s degree (preferred).
• At least four to seven years of prior related experience in retail/consumer/business banking or the retail industry.

Additional skills

• Proven leader in business development and coaching.
• Utilizes effective sales skills and techniques to acquire business.
• Reinforces Bank sales management practices and approaches.
• Delivers outstanding customer service excellence.
• May resolve a variety of sensitive or difficult customer problems, sometimes requiring policy exceptions.
• Has sound judgment abilities. May employ creative problem-solving techniques.
• Develops strong interface with a variety of Eastern Bank departments and functions.
• Works to build and enhance a collaborative relationship between the line sales function and various line/support departments.
• Works with the divisions management team to develop a culture in which quality, teamwork, customer service and satisfaction, and continuous improvement are understood and utilized by all employees at all levels.
• Superior written and verbal skills. Displays effective presentation skills.

Committed. Inclusive. Courageous. Eastern Bank has built a legacy of investing in the communities we serve and helping our customers, communities and employees thrive and grow. We pride ourselves in having knowledgeable and experienced professionals that can provide the expertise, personal attention and service our customers deserve.

As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us.