Service Manager III

SUMMARY

The Service Manager spends the majority of his or her working time actively managing Center operations with little or no direct oversight, while adhering to Bank policy to deliver effective financial services to clients.  The majority of the time, this position requires the use of sound discretion and independent judgment on matters of financial and strategic significance to the Bank.  In conjunction with managing Center operations, the Service Manager is responsible for the supervision, training, and development of non-exempt associates at the Center, grants bonuses and other incentives to motivate staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Proactively and creatively manage all aspects of Center operations.
• Comply, and oversee associate compliance, with all Bank policies and procedures. And is responsible for setting up the work flow process for banking operations, and for taking necessary measures to provide the needed support for smooth operations.
• Independently monitor and stay abreast of developments in applicable federal and state laws and regulations.
• Independently monitor and stay abreast of industry trends and competitor products. 
• Use discretion and independent judgment to timely resolve, address, and anticipate complex customer service related issues that require management-level intervention or attention.
• Implement, develop and oversee a working environment that fosters individual and team enthusiasm and pride.
• Implement, develop, and oversee sales and service program objectives to ensure that the program has a positive impact on customer service and goals and objectives of the company are maintained by all staff.
• Implement, develop, and oversee a client account retention plan. 
• Rely on their professional judgement in making financial decisions by analyzing information regarding clients’ income, assets, investments, or debts to determine which products or services best meet clients’ needs and financial circumstances while exhibiting high level of competence and confidence. 
• Maintain thorough product knowledge of all existing and newly introduced products, services and programs.  
• Supervise, train, and develop non-exempt associate staff.
• Delegate tasks and duties to other team members, and monitor to ensure timely completion of work assignments by staff.
• Monitor each staff member's training and contribution in the product knowledge program.
• Work collaboratively with other departments to achieve Center cross-training goals.
• Apply and interpret Bank policies to minimize losses, control expenses, and maintain satisfactory audits.  
• Implement and oversee monthly control and timely submission of Center reports.
• Commitment to teamwork and a focus on delivering The Citizens Experience.
• Other managerial and supervisorial duties as assigned.

SUPERVISORY RESPONSIBILITIES

Directly supervises 1-5+ associates in the Center's operations.  Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or associates of organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk or hear.  The associate frequently is required to use hands and fingers to operate a computer keyboard, mouse, calculator, and telephone. and reach with hands and arms.  The associate is occasionally required to stand, walk, and sit.  The associate must occasionally lift and/or move up to 25 pounds.  

WORK ENVIRONMENT  

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.