The posting
Job Description
As a part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!
As the Retail Regional Branch Manager, you will play a pivotal role in achieving business results through people by bridging retail strategic objectives to branch behaviors and deliverables. You will be the primary coach and advisor to the branch staff to ensure that business processes and a branded customer experience are being implemented consistently. You will drive branch performance, sales growth, and customer satisfaction through visible leadership, rigorous performance management, key partnerships, prioritization, planning, and problem resolution. As an ambassador for our brand, you are a visible representative in the community cultivating referral and prospecting opportunities.
Most importantly, at Citizens we’re more than a bank and here, you’ll feel valued for who you are supported to achieve what’s important to you, personally and professionally!
Primary responsibilities include
- Build and develop a high performing team by coaching branch managers to become better coaches/leaders that consistently deliver an exceptional customer experience following prescribed processes.
- Grow the business and achieve scorecard metrics, and ensure operational integrity ( this is done through prescribed routines of in branch coaching sessions).
- Translate business and regional priorities to branch activities.
- Set clear expectations and hold colleagues accountable.
- Diagnose issues quickly, develop plans to drive results, and follow-up to ensure that issues are resolved.
- Proactively engage key partners following defined partnership routines to ensure strong partnerships, consistent collaboration, business growth, and customer satisfaction.
- Build and develop a high performing team by bringing in the right talent, coaching their performance, and developing them for long term success.
- Engage and inspire others to deliver on customer commitments and Provide a consistent branded customer experience.
- As P&L responsibilities are assumed by the Retail RM, growing a profitable business and managing the P&L will be an increasing performance expectation.
- As span of control widens, RMs need to adapt their remote management capabilities.
Required Qualifications
- 5+ years of progressive retail banking leadership experience, including multi-branch oversight and team management
- Demonstrated success driving sales performance, revenue growth, and customer acquisition across a region or market
- Proven ability to coach, develop, and lead high-performing teams, with a strong focus on talent development and succession planning
- Strong understanding of consumer banking products, services, and regulatory/compliance requirements
- Experience leveraging data and performance metrics to drive business decisions and improve branch productivity
- Exceptional communication and stakeholder management skills, with the ability to influence at all levels of the organization
- Bachelor’s degree in Business, Finance, or related field, or equivalent work experience
Preferred Qualifications
- 5+ years of banking or financial services leadership experience with direct P&L responsibility
- Prior experience managing a geographically dispersed team or large market/region
- Strong background in sales management, including outbound prospecting and community engagement strategies
- Demonstrated success improving customer experience scores and deepening client relationships
- Experience with talent acquisition, workforce planning, and building diverse, inclusive teams
Hours per Week: 40+ (Full-time; additional hours as needed to support business demands)
Work Schedule: Flexible schedule aligned to business needs, including early mornings, evenings, and occasional weekends. Regular travel within assigned region required to support branch teams, client engagement, and community involvement. Availability for early mornings, evenings, and occasional weekends based on business priorities
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About Us
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
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