Branch Manager

Position Narrative

Position Title: Branch Manager
Department: Retail Operations
Location: Utulei, American Samoa
Reports To: Operations Officer 
                      CEO in the absence of Operations Officer

Position Summary
The Branch Manager provides overall leadership, management, and operational oversight of the assigned Bank branch. The position is responsible for branch performance, operational effectiveness, customer service, employee management and development, regulatory compliance, risk management, internal controls, and achievement of established branch objectives.

The Branch Manager establishes branch priorities, performance expectations, and service standards while ensuring branch operations are conducted efficiently, accurately, securely, and in accordance with Bank policies, procedures, and applicable regulatory requirements. The position works closely with the Operations Officer, Senior Management, and other Bank departments to support effective branch operations and achieve Bank-wide objectives.

Primary Responsibilities
•    Provide overall leadership, direction, and management of the assigned branch and maintain accountability for branch operations, employee performance, customer service, compliance, and operational effectiveness.

•    Establish and monitor branch priorities, Key Performance Indicators (KPIs), service standards, productivity expectations, and other performance objectives.

•    Oversee daily branch operations, staffing, scheduling, operational coverage, cash management, internal controls, security practices, and branch resources.

•    Provide leadership, coaching, feedback, and professional development to branch employees and promote accountability, teamwork, professionalism, and strong performance.

•    Participate in recruitment, interviewing, selection, onboarding, workforce planning, succession planning, and staffing decisions in coordination with Human Resources and management.

•    Address significant or escalated employee performance, conduct, attendance, and employee-relations matters in coordination with Human Resources and management, as appropriate.

•    Establish and maintain high standards of customer service and provide management-level direction for significant or escalated customer concerns and service issues.

•    Monitor branch performance, operational trends, transaction errors, cash differences, exceptions, fraud concerns, control weaknesses, and other risks and ensure appropriate corrective action or escalation.

•    Ensure branch operations comply with Bank policies, procedures, internal controls, and applicable federal and territorial laws and regulatory requirements, including BSA, AML, OFAC, CIP, privacy, information security, consumer protection, and fraud prevention requirements.

•    Support internal and external audits, regulatory examinations, compliance reviews, and corrective-action efforts affecting branch operations.

•    Evaluate branch processes and workflows and recommend improvements to increase efficiency, accuracy, productivity, customer experience, and risk management.

•    Support appropriate business-development initiatives and promote Bank products and services consistent with customer needs and Bank objectives.

•    Maintain effective communication with the Operations Officer regarding branch performance, staffing needs, significant risks, customer concerns, operational issues, and improvement opportunities.

•    Collaborate with Compliance/BSA, Central Operations, Lending, Information Technology, Finance, Human Resources, Security, and other departments to address branch operational and organizational needs.

•    Maintain confidentiality, professionalism, sound judgment, accountability, and ethical conduct in accordance with Bank standards and requirements.

Qualifications and Skills
•    Strong leadership and management skills with demonstrated ability to coach, develop, motivate, and hold employees accountable.

•    Strong knowledge of retail and branch banking operations, customer service, cash operations, Bank products and services, internal controls, and regulatory compliance.

•    Strong customer-service and relationship-management skills, including the ability to effectively resolve escalated customer concerns.

•    Strong analytical, problem-solving, decision-making, and risk-management skills.

•    Ability to evaluate branch performance, operational risks, staffing needs, and performance gaps and develop appropriate recommendations.

•    Strong organizational and time-management skills with the ability to manage multiple priorities and competing operational demands.

•    Strong verbal and written communication skills and the ability to work effectively with employees, management, customers, vendors, auditors, regulators, and other departments.

•    Ability to interpret and apply Bank policies, procedures, regulatory requirements, operational standards, and management directives.

•    Proficiency in Microsoft Office applications and the ability to effectively use Bank systems, reports, and other banking technology.

•    Demonstrated professionalism, integrity, confidentiality, accountability, adaptability, and commitment to continuous improvement.

Education and Experience
Education: Bachelor’s Degree in Business Administration, Finance, Banking, Management, or a related field preferred.

Experience: Three (3) to five (5) years of progressively responsible experience in banking, financial services, retail banking, branch operations, or a related environment preferred, with a minimum of two (2) years of supervisory or leadership experience preferred.

Equivalent combinations of education, training, and experience may be considered.

General Statement
This description outlines the general nature and level of work performed by employees in this position. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. The Bank reserves the right to modify responsibilities as needed to meet organizational requirements.