Commercial Service Delivery Manager

Salary Range: $102,000 - $120,000

PRIMARY RESPONSIBILITY:

The Commercial Services Delivery Manager is responsible for the delivery of banking services to Commercial clients, encompassing clients housed in Branch, Retail and Commercial Business units.

 

ESSENTIAL FUNCTIONS:


* Work with COO to develop an effective service delivery channel and infrastructure that consistently delivers a Remarkable Client Experience, both internally and externally.


* Partner with Commercial and Retail leadership to ensure client needs are understood and consistently met.

Work collaboratively with Branch management to ensure an effective partnership related to service delivery.


* Maintain a comprehensive knowledge of market trends and the competitive landscape related to business banking, including best practices related to products and services, systems, and compliance.


* Collaborate with senior leadership to develop and implement products and services to meet the unique needs of commercial banking clients.


* Execute upon the bank’s Commercial banking strategy related to service delivery.


* Work collaboratively with business partners to effectively implement new products, systems and processes.


* Maintain a focus on continual process improvement to ensure the team is operating efficiently while delivering exceptional service.


* Manage the Commercial Services and Treasury Management teams.

Responsible for management/oversight and ongoing developmental objectives including:


* Effective functional execution of the team


* Train and motivate employees


* Monitor and evaluate performance of direct reports, holding employees accountable for goals and objectives.


* Counsel, document, and engage in progressive disciplinary process when necessary.


* Develop staff through coaching and performance management process.


* Work across departments on bank wide projects and initiatives as necessary at the direction of senior management.


* Act as an escalation point for difficult or sensitive client issues.

Keep management informed of client issues and trends.  Foster a culture of innovation, high performance, and accountability, focusing on growth and exceptional client experience.


* Ensure a strong control environment is maintained.

Develop and maintain appropriate procedures and monitor to ensure bank policy and procedures are consistently followed.


* Other duties as assigned.

 

EDUCATION AND EXPERIENCE:

Bachelor’s degree in a related field, (preferably a business discipline) with a minimum of 5 years small Business Commercial Banking experience including at least 3 years of leadership experience or the equivalent combination of education and experience.


* Previous banking operations experience preferred.


* Working knowledge of banking regulations

 

COMPETENCIES:


* Provide a remarkable client experience.


* Holds self and others accountable for measurable, quali...