Branch Manager

Overview

Manages all activities of a branch. Responsible for the overall success of the branch operating model, including customer and employee experience, digital engagement, transactions/operations, servicing, and sales. Has personal production responsibility.

Primary Responsibilities

• Responsible for overall profitability by directing sales and business development, meeting operational objectives and ensuring the branch achieves its annual goals.
• Leads team through coaching, performance management, and setting priority, and builds and develops branch staff.
• Identifies Retail and Business Banking customer needs through the M&T sales processes, using the tools and resources to assist customers with short and long‑term solutions.
• Proactively prospects and grows Business Banking relationships through outreach, building the bank’s presence in the community.
• Conducts interviews and selects employees based on the staffing model.
• Actively models and coaches customer service and needs‑determination behaviors, reinforcing and maintaining accountability for execution of Retail strategy.
• Ensures operational and regulatory requirements are maintained, including consumer and business banking guidelines, and compliance with operational, security, and control policies/procedures to prevent fraud and protect customer assets.
• Takes ownership of complex account servicing and error‑resolution issues, including those escalated by other bankers, and provides coaching and guidance to improve and reduce future problem resolution and escalations.
• Engages with all team members and business partners as appropriate.
• Independently processes all Business Banking loan requests up to $250,000, proactively bundling products and services as appropriate.
• Adheres to applicable compliance/operational risk controls in accordance with company or regulatory standards and policies.
• Promotes an environment that supports a culture of belonging and reflects the M&T Bank brand.
• Maintains M&T internal control standards, including timely implementation of internal and external audit points along with any issues raised by external regulators as applicable.
• Completes other related duties as assigned.
• Exercises usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management, and terminations.

Scope of Responsibilities

This position reports to a Retail Regional Manager and leads the branch team to achieve annual sales and profitability goals, and has a sound working knowledge of the overall operations of the branch. Branch Managers have the responsibility to establish and maintain federal registration requirements outlined in the SAFE Act. They must stay current on operational, product, and system changes/enhancements, and demonstrate good risk‑management decisions. Insurance licensing minimum expectations must be maintained, as outlined in the MTS Licensed Banker Academy document, and Business Banking Specialist minimum expectations will be set by both the Branch and Retail Regional Manager. Branch Managers typically spend some of their time servicing existing customers, and the majority of the time growing the business through proactive sales and outside calling activities. They are responsible for building productive partnerships with appropriate areas of the bank to ensure customer needs, service issues, and employee issues are resolved timely and accurately, and for taking full ownership of customer issues until they are completely resolved.

Supervisory / Managerial Responsibilities

Branch Managers generally have direct reporting responsibility for branch staff.

Education and Experience Required

Bachelor’s degree, or in lieu of a degree, four (4) years’ relevant experience. Minimum three years sales experience.

Minimum Managerial Experience

Two years’ managerial experience or proven leadership abilities. At Market Manager discretion/branch need, Life/Accident and Health Insurance licensing required within 18 months of entry into position; branch provides training for licensing within 6 months. M&T Business Banking Specialist credential within 18 months of hire. Demonstrated strong knowledge of Business Banking products, services, and client relationship management. M&T Way Certified. Precision Leadership Certified. Bi‑lingual/Spanish preferred.

Preferred Education and Experience

Demonstrated sales/business development experience and success, with a fundamental understanding of profitability. Excellent communication and interpersonal skills. Proven ability to demonstrate and coach exceptional customer service. Ability to communicate and function professionally with all levels of personnel and business partners across the organization. Strong financial services product knowledge preferred. Strong organization, time‑management, and prioritization skills. Experience with internet and email preferred. Work with common PC software, including Microsoft Office for word processing and spreadsheets.

M&T Bank is committed to fair, competitive, and market‑informed pay for our employees. The pay range for this position is $68,400.00 – $114,000.00 annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

New Castle, Delaware, United States of America