Financial Center Manager

Position Summary Risk management accountability by proactively inspecting operational controls and coaching accordingly  Model the expected behaviors and hold team accountable for corporate expectations  Effectively optimize staffing schedules to maximize the production of the store  Hold others accountable to meet their production requirements  The ability to recruit top talent is essential to the success of the role expectations  Responsible for performance management by holding team accountable for sales and service results  Gain daily commitments from their team by conducting on the spot process coaching sessions  The ideal candidate must have strong teaching skills to ensure sales service team has the ability to increase wallet share  market share and profitability  Must present themselves as the face of Wells Fargo in their community through community involvement and networking  Create a consistent WOW experience for every client interaction  Actively observe team members and provide one on one coaching  Responsible for acquiring new relationships  deepening and enhancing current relationships resulting in increased market share  wallet share and profitability  Exceed client and corporate service expectation  Create a positive work environment that attracts top performers and develops their skills to maximize their potential  Exceed corporate retention expectations  Create a diverse workforce by partnering with recruiting and by understanding market demographics    Key Duties    Responsibilities 1  Actively Coaches all Sales and Service Team Members to Provide Extraordinary Customer Service  Achieves Sales and Service Mastery and Operational Excellence    61607  Develops innovative ways to encourage  inspire  motivate  and support team members    61607  Leads financial center employees in establishing an environment that achieves exceptional customer service  facilitates teamwork and retains the best employees    61607  Serves as a role model for team members by exhibiting professionalism  promoting service awareness  being operationally sound  and possessing strong leadership  problem solving  and teambuilding skills    61607  Actively observes and coaches team members to achieve sales and customer service success    61607  Builds influencing relationship with Financial Specialist to achieve service and sales performance  strong financial center teamwork  and a positive customer experience    61607  Utilizes Wachovia Way Sales and Service Management Processes to set objectives  create action plans  and monitor performance progress    61607  Actively participates in the selection of financial center team members    61607  Builds an inclusive environment that leverages all team members  strengths    61607  Exhibits the company s core values by being a role model for ethical behavior  and holds all team members accountable for adhering to the core values and ethical standards  2  Successfully Participates in Hiring  Developing  Leading  and Promoting Engagement for all Team Members    61607  Works closely with the Recruiter and Service Manager  and other support partners to interview and assess candidates using established interview and assessment tools    61607  Works to provide an exceptional on boarding experience for new hires and ensures all service team members receive the training  coaching  and mentoring needed to achieve individual success    61607  Develops a strong partnership and communication with the Service Manager to create a work environment that supports team member development and retention    61607  Creates a positive fun work environment that constantly celebrates team successes and recognizes individual achievements    61607  Creates an inclusive environment that encourages  inspires  motivates  and supports the team while respecting differences among team members  customers  and communities  3  Consistently Provides an Extraordinary Level of Customer Service  Understands  demonstrates  and coaches team members to move from providing good service  meeting expectations  to providing great service  exceeding expectations  This includes observing individual service team member customer interactions each day and providing positive  constructive suggestions for incorporating SHINE  Smile  Handshake  Introduction  Name  and Eye Contact  into each interaction  building rapport  and thanking the customer for their business after each transaction  Key Duties    Responsibilities    continued  61607  Is expected to strategically coach and monitor customer service activities and behaviors daily through clearly defined expectations and accountability standards  This includes responsibility for conducting training and other high impact coaching activities to ensure extraordinary customer service as defined by performance standards  The Store Manager is expected to consider the customer in everything they do    61607  Focal point for customers by greeting  assessing needs  directing to appropriate financial center personnel  and performing service transactions  when appropriate      61607  Educates customers on delivery channels and encourages customer choice for the most appropriate option    61607  Serves as empowered decision maker and escalation point for service and operational issues    61607  Observes team members interacting with customers each day and provides constructive suggestions for improving customer interactions    61607  Makes outbound retention calls to high value customers and identifies potential opportunities for growth of customer relationship  4  Meets or Exceeds Store Wide Sales and Referral Goals as specified in the Wells Fargo Quarterly Incentive Plan    61607  Is goal oriented and monitors daily sales and referral progress for the service team    61607  He she helps service team members set and achieve individual sales goals to ensure high level performance while maintaining ethics and integrity    61607  Has an in depth understanding of the Sales and Service process and a demonstrated ability to coach service team members to achieve extraordinary sales and service performance    61607  Meets or exceeds store wide solution and referral goals    61607  Monitors daily sales and referral progress for the entire team    61607  Assists team members in setting and achieving individual sales goals    61607  Models accountability by aggressively setting goals and holding themselves accountable for achieving them    61607  Has an understanding of the sales process and a demonstrated ability to coach team members to improve performance    61607  Responsible for the overall growth of the financial center Book of Business through the acquisition  expansion  and retention of customer relationships    Accountable for developing and deploying team strategies and tactics to achieve all financial center goals    Assesses performance of direct reports  rewards and recognizes strong performers  and develops action plans to address performance issues    Follows bank policies  procedures  and security guidelines  as well as complies with all federal  state  and local regulations    Supports expense management and overall achievement of financial plan  5  Adequately Schedules and Staffs to Ensure Proper Staffing Levels    61607  Is able to balance individual scheduling needs with needs of the overall store to ensure excellent customer service is provided at all times    61607  Effectively partners with the Service Manager to communicate critical scheduling information to the team regarding store peak times and the need for specific resources based on customer arrival patterns  6  Achieves 100  Compliance with Wells Fargo s Internal Policies and Procedures  The Store Manager    61607  In partnership with the Service Manager  is responsible and accountable for passing and handling audit  compliance  operations  and regulatory requirements    61607  Is a compliance expert  understanding required daily  weekly  and monthly  Key Duties    Responsibilities    continued processes and procedures  delegating and coaching where appropriate    61607  Is responsible for communicating and providing timely updates about store operational performance to the Store Manager and appropriate partners    61607  Effectively uses tools resources to meet compliance task deadlines  assigns team members to each task  trains the entire team in all compliance issues  monitors results  and creates and files appropriate reports    61607  Monitors compliance weekly and has a master calendar tracking deadlines and assignments  7  Approves Customer Transactions Efficiently with second set of eyes    61607  Reviews sales of maximum solution    61607  Establishes consistent routines and follows set procedures to ensure operational integrity  which includes daily balancing of cash and negotiable items while still maintaining a high level of customer satisfaction and interaction all day long    61607  Will handle more complex services and transactions including approvals for service team members  8  Assists with Other Store Duties as Required            Store Manager  Qualifications    Basic  Qualifications  61607  2  years retail management or financial services management experience    61607  2  years sales experience    61607  Two plus years interacting with people or customers    Minimum Qualifications  61607  Demonstrated and or proven ability to inspire  lead and motivate a team to achieve goals    61607  Must have a strong work ethic  careful attention to detail and compliance of policies and procedures    61607  Must be successful in hiring  developing  coaching and or training staff    61607  Positive demeanor with an ability to motivate and inspire a team    61607  A genuine empathy and concern for people  helping each team member achieve his her potential    61607  Inspire a team to reach aggressive sales and customer service goals    61607  Proven ability to engage  recognize and retain team members    61607  Strong work ethic    61607  Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team    61607  Organizational skills    61607  Desire to progress and continually grow within the company    61607  Professional  Verbal Written Communication and Presence    61607  Strong communication skills  ability to provide meaningful context and align communications with our vision and values  consistently demonstrates proactive communication  constantly reaching out to team members informally    61607  Demonstrated skill in use of computers    Preferred  Qualifications  61607  Business acumen  ability to run a small business    61607  Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team    61607  Proven experience selling products and services    61607  Proven experience meeting customer satisfaction goals    61607  Proven experience working in a fast paced environment    61607  Ability to work a flexible schedule that includes working weekends and some holidays    61607  Ability to stand for extended periods of time

Please refer to job code 286850 when responding to this ad.

Category:	Accounting/Banking/Finance/Insurance
	> Other Finance
Location:	Wayne, NJ
County:	Passaic County
ZIP Code:	07470
Pay Rate:	Open
Job Terms:	full time
Company:	Wachovia Corporation
Phone:	email only please
Fax:	email only please