Assistant Branch Manager II - Downtown Office

Job Description

Job Description

The Assistant Branch Manager supports the Branch Manager in leading daily branch operations, delivering exceptional customer service, and driving business growth within the community. This role oversees staff performance, ensures compliance with all banking regulations, and contributes to achieving branch sales and service objectives. Responsibilities include developing new deposit business, providing a high level of customer service, and reinforcing the Q2 sales and service culture through effective coaching, guidance, and team motivation. The Assistant Branch Manager helps achieve individual and branch goals through new business development, referrals, and strong relationship retention.

This position provides leadership, training, and supervision while delegating day‑to‑day operational tasks to branch personnel. The Assistant Branch Manager serves as a key resource for resolving complex customer issues, managing operational risk, and fostering a positive team environment. Additionally, this role represents the Bank in community activities to enhance visibility and support new and existing business opportunities. The Assistant Branch Manager must be prepared to assume any branch function when staff are unavailable and assist with the cross‑training required under the Branch Universal Banker Model. Responsibilities may include any combination of the duties outlined below.

GENERAL DUTIES AND RESPONSIBILITIES:

Sales & Coaching:

• Implements and models Q2 Service and Sales programs with creativity and energy such that goals are achieved and quality standards are met or exceeded. Will be required to be a Q2 Coach, which will require completing Q2 observations weekly and is able to redirect and praise individuals on their Q2 skills.

• Support the Branch Manager in achieving sales, service, and profitability objectives.
• Supervise and coach branch staff to develop team members in delivering superior customer service experiences while pairing the Q2 Service model with achieving performance goals.
• Participate in ongoing Q2 Coach Training and Staff Development sessions as offered, to strengthen coaching capabilities, support the development of reward and discipline metrics, drive sales performance, ensure strict adherence to policies and procedures, and deliver exceptional customer service.

Branch Management Oversite:

• Responsible for running the branch in the absence of the Branch Manager in an effective and professional manner. Opening and closing the branch as needed.
• Ensures that prescribed schedules and operating policies and procedures are followed.
• Build customer relationships while representing QNB to the customer in a courteous, confidential, and professional manner. Providing prompt, efficient, and accurate service through consultative selling and cross-selling in a positive manner.
• Assist the Branch Manager in ensuring that the branch is in order and prepared for an audit, by ensuring proper audit compliance, procedure quality control and recommends and initiates corrective actions.
• Ensures that the branch is following established Bank policies, procedures and State and Federal regulations.
• Ensure that the daily/weekly/monthly reports are up-to-date and complete. Specifically, but not limited to the monthly security report, audits of cash drawers, TCRs, Vaults, ATM and all branch logs per policy and/or procedure.
• May be responsible for the Supervision of the teller area by assigning work, answering questions, solving problems and explaining policies and procedures. Including oversight, development, and coaching of staff to ensure the on-going level of productivity and customer service, as well as fair and equitable distribution of work assignments, by cross training individuals to ensures daily office settlement.
• Perform branch functions requiring an in-depth knowledge of branch transactions, policies and procedures. Including but not limited to ATM settlements, Vault settlements, accurately balancing cash drawers and/or a Teller Cash Recycler (TCR), etc. Oversee adequate availability of daily cash to be ordered as well as shipped out weekly.
• Responsible for vault oversight and the daily auditing, reporting and balancing processes. Oversee each teller's daily reconciliation and assists if needed. Ensures that tellers comply with all operating, regulatory and security policies and procedures.
• Provide exceptional Customer service, leadership, conflict resolution process improvement and clear communication.
• Opens, closes, and services every type of deposit product including taking and disbursing consumer loans.
• Assist Branch Manager in implementing and enforcing Branch security procedures. Assist Bank Security Officer with internal branch controls and fraud or possible fraud cases; complete and file SARs and/or CTRs as needed.

Team Management and Support:

• Converse professionally with internal and external customers and business partners via telephone, e-mail and written correspondence.
• Able and willing to work a flexible work schedule to include weekend branch hours, and participate in Bank and/or community events during regular and non-standard hours.
• Able and willing to work in other branch locations, attend required staff meetings and training sessions and travel to Bank and business locations to attend meetings, training and events.
• Self-starter with good communication, interpersonal, customer service, decision-making, problem-solving and time management skills. Able to provide feedback and coach and counsel Branch team members.
• Acts as a coach for the branch in such areas as staff motivation. Also attends and ensures staff attendance at various branch and bank meetings.
• Supportive of community through involvement and participation in local volunteer and/or charitable organizations.
• Able to relate to other people beyond giving and receiving instructions.
• Available to present, when necessary, at workshops, training sessions and/or Head Teller or Assistant Branch Manager meetings. Will be asked to facilitate various meetings throughout the year.
• Completes assigned compliance training in a timely manner and demonstrates the ability to apply training to their duties and responsibilities including their supervision of other employees.
• Demonstrates the ability to be a role model, leader, and resource to his or her peers.
• Is an active member of an internal committee as needed and has the ability to make a meaningful contribution. (Community service committees are not included)
• Completes and makes recommendations regarding performance evaluations.
• Assumes additional job-related duties as requested.

REQUIRED TRAINING, EXPERIENCE AND EDUCATION:

• Must be proficient in all aspects of job.
• High School diploma or equivalent.
• Requires basic reading, writing and arithmetic skills. Completion of high school, vocational training or equivalent.(completion of some college courses preferred).
• A proven track record of training individuals on all aspects of operational protocols, bank policies and procedures.
• Previous supervisory experience (Three plus year or more).
• Minimum of three years progressively more responsible experience within a financial organization to gain the necessary experience and background knowledge.
• Recommendation to be promoted into this position by supervisor or SVP/CBO or EVP/CRO&CBBO
• Successful in motivating team members in all aspects of QNB's Service Excellence.
• Must have strong product knowledge and actively coach Q2 Service and Sales referrals and product campaigns.
• Fulfill QNB compliance in operations and security procedures by adhering to government regulations, QNB policy and established procedures.
• Successful completion of any two PBA courses as recommend by Branch Manager (final grade of "C" or higher). Currently this is the Fundamentals of Banking and Consumer Lending.
• Must fulfill Continuing Education/Training checklist annually.
• PA Notary and Medallion Signature Certification.
• This position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results.

DESIRABLE KNOWLEDGE, ABILITIES AND SKILLS:

• Knowledge of the Bank's Deposit products/services and lending policies and guidelines as well as specific loan programs, qualifications, procedures and policies to provide full deposit and loan services.
• Demonstrates independent decision-making skills, effective delegation and leadership skills.
• A thorough knowledge of branch operations to coordinate the daily functioning of the branch and to resolve employee and customer problems.
• Previous experience in a Supervisory Role.