Regional Branch Manager – Worcester Market
 Worcester, MA

This position works directly with the District Manager to

build, coach, develop, lead and motivate a strong branch team utilizing a

consultative sales approach. Ensures a consistent superior customer experience

through cultivating a customer centric retail environment focused on

identifying and providing team based solutions for customers financial needs.

Accountable for partnering with and referring business to

all business partners including but not limited to Business Banking,

Commercial, Cash Management, Mortgage, Wealth Management and Home Equity.

Fosters and nurtures a climate of teamwork and actively participates in

cross-functional projects and respond to Internal Business Partners in an

efficient and courteous manner.


the direction of the District Manager, directs, and manages all aspects of

branch operations for assigned branches.

Creates a positive, motivating environment in which employees can

fulfill our customer promise to exceed their expectations.

Cultivates sales opportunities through networking,

relationship building, digital networking and outside business calls.

Participates in local community events and is highly visible within your branch

market place. Acts as an ambassador of

the bank by actively promoting the bank through CRA activities and community

involvement. Becomes an active member of a key business non-profit organization

in your Regional market area.



  • Sets
    the sales and service standards in the branch and ensures that employees
    are well trained and motivated toward achieving these standards using a needs
    based consultative sales approach.
    Meets or exceeds all customer experience, sales,
    operational/compliance and financial goals through effective skills and
    results coaching.
  • Cultivates
    sales opportunities through relationship building and outside business sales
    calls with a minimum of 1 call with each Branch Manager in his/her region per
    quarter. Provides Branch Manager with
    balanced feedback based on objectives learned in Clarity Small Business
  • Address
    customer issues and provides follow through to ensure resolution. Strives to
    achieve a 6.5 or higher performance on the Quality Loop customer survey program
    while achieving 80% or higher on customer greeting.
  • Performs
    in a climate of teamwork and demonstrates a willingness to participate in cross-functional
    projects and respond to Internal Business Partners in an efficient and
    courteous manner. Expresses a genuine
    desire to work as a team, as opposed to working separately or competitively,
    and encourages others to do the same.
  • Promotes
    business loans, consumer credit cards, home equity, mortgage loans and wealth
    management business in the Region.
    Encourage and converse knowledgeably with his/her Direct Reports about
    these and other loan services. Maintains
    a strong knowledge regarding all bank products and processes transactions
    accurately. Builds strong relationships
    between branch staff and our business partners.
  • Responsible
    for meeting financial targets for District Contribution and participate in
    budgeting process for this goal. Measure efficiency of network & staffing.
    Test new branch designs when required.
  • Directs
    and provides oversight of all aspects of Branch Operations, including but not
    limited to all security, compliance, and retail banking policies and
    procedures. Ensures branch staff adheres to the policies and procedures while
    processing transactions, providing information, and balancing. Communicates changes to policies and
    procedures to all branch managers in his/her region. Provide leadership in the
    region ensuring key corporate messages in branding and our promises are being
    adhered to by each Branch team.
  • Selects
    and develops quality employees. Supervises, motivates, and trains branch
    staff. Provides monthly Omega sales
    coaching. Sets a good example and inspires confidence, respect, and loyalty
    among branch staff.
  • Ensure
    Branch Managers have strong business skills to enhance their success in
    achieving their business goals.
  • Shows a
    willingness to accept added duties and responsibilities as required from time
    to time by management.
  • Demonstrates and
    promotes high ethical standards and behaviors.
    Respects, promotes, and values diversity.
  • Demonstrates
    the ability to develop key COIâs while demonstrating effective business calling
    skills and strong ability to network and generate referrals through
    existing clients as well as leveraging traditional and digital networking
    opportunities such as BNI, Chamber, LinkedIn, etc.
  • Working
    with Direct Reports and branch teams to maintain the operational integrity
    of the branch. Ensures proper
    controls are maintained over all branch operational processes and
    regulatory requirements including Security, Compliance, and Retail Banking
    Policy & Procedures.
    Communicates new and/or changes to policies and procedures to
    branch teams under his/her supervision while effectively managing
    controllable income and expense results versus budget.
  • Ensure
    that his/her branch teams demonstrates technology and self-service
    channels with new and existing customers by promoting ATM, online banking
    and mobile banking alternatives.*
  • Proficiently
    demonstrates and actively fosters a âHigh Tech, High Touchâ environment
    with the branch team by promoting the banks technology and self-service
  • Proactively
    identify, report and resolve customer issues to ensure a positive customer
    experience from the identification of a customer issue through resolution
    and actively promotes programs that solidify the customer relationship.
  • Selects
    and develops quality employees.
    Develop branch staff through observational coaching sessions, joint
    sales calls where applicable, using the coaching models, defined sales
    activities, and consultative customer sales tools. Leads by example and inspires
    confidence, respect, and loyalty and ensures a positive team environment
    among staff.
  • Demonstrates
    our core values and ensures the delivery of our core customer
    promises. Respects, promotes, and
    values diversity and works within a flexible, six or seven day work week
    as customer needs dictate.
  • Display
    a high level of professionalism, adhere to dress code policy, treat all
    people with dignity and respect, and perform in an ethical manner in all
    transactions and interactions
  • Assumes
    additional responsibilities as assigned by Senior Management.

normal“>*Rockland Trust employees are required to utilize Rockland Trust

products and services including mobile solutions, bill pay and online banking

in order to understand and promote their benefits. A Rockland Trust account

with a minimum positive balance is required for demonstration purposes.


Position requires a college degree in business or finance,

or equivalent experience. Must possess

outstanding verbal and written communication skills. Requires strong leadership ability and a

minimum of 5 years of previous retail banking or retail sales management

experience. A thorough understanding

around the requirements for a successful sales and service organization is

essential. Must possess a desire to help

or serve both internal and external customers to understand and meet their financial


  • Extensive working
    knowledge and documented experience driving business results within the
    Worcester market and surrounding communities.
  • Exceptional ability to
    break into new markets and build brand awareness and a strong book of
    business in de novo markets where applicable.
  • Strive to have your
    Regional Branches profitable as measured by the Branch Contribution
    Performance measurement report produced by the RTC Treasury Department
  • Ability to maintain
    operational integrity in the most complex retail banking environments
  • Identifies, recruits,
    hires and motivates appropriate staff needed to consistently deliver our
    value propositions as well as financial results.
  • Manage and grow existing
    branch locations designated as Business Hub with extensive existing books
    of business for consumer and business households.
  • Support independent
    outbound calling skills by your branch teams with an emphasis on prospect
    calling. Demonstrate the ability to be a true advisor to a large existing
    base of businesses, and proven ability to network within a dense business
    community and build a strong book of business.
  • Established Community
    Leader with strong COI contacts and demonstrated ability to develop a
    robust business referral network
  • Applicants must have a
    genuine true desire to work with customers and staff in a caring and
    empathetic way, with a positive approach to interactions with customers
    and team members.
  • Ability to generate strong
    brand awareness though regular involvement and high visibility within the
  • Total
    knowledge of all Bank products and services, operational and compliance
  • Meet
    or exceed established business plans and contribution goals for the covered
  • Maintains
    a sales and service environment
  • Oversees
    staffing and ensures it is efficient and effective
  • Works
    with Business Partners & District Manager to grow market share in the
    covered region
  • Oversees
    branch customer retention plan
  • Meets with direct reports regularly and acts as
    coach and mentor
  • Demonstrates the ability to generate sales
  • Tracks, documents, and reports sales performance
    both for your branch and your region
  • Manages salary administration, promotions of
    staff and disciplinary actions needed to comply with our Bank policies and
  • Demonstrates leadership in sales and service
    branch production
  • Resolves customer inquiries/problems in an
    effective, timely manner
  • Punctual, reliable, professional
  • Encourages branch manager and employee involvement in the covered regionâs community
  • Values and promotes diversity and inclusion

Our goal is to offer

our colleagues the most generous benefits package possible. We strive to

provide colleagues with a comprehensive benefits package and an environment

that supports a healthy work-life balance. Benefits include: Competitive

compensation with performance incentive awards, Health Insurance, Dental

Insurance, a 401K and DC Plan for your retirement, LTD & Life Insurance,

Day Care Reimbursement, Tuition Assistance for graduate and undergraduate

programs, an award winning Wellness program and much more!

At Rockland Trust

you'll find a respectful and inclusive environment where everyone is given the

chance to succeed. We are an equal opportunity employer and all qualified

applicants will receive consideration for employment without regard to race,

color, religion, sex, sexual orientation, gender identity, marital status,

national origin, disability status, protected veteran status, or any other

characteristic protected by law.


accommodations may be made to enable individuals with disabilities to perform

the essential functions.