About the role
SUMMARY/OBJECTIVE: The Sales & Service Manager (SSM) is responsible for the full operations, sales production, and service excellence within their assigned branch. This leader sets the tone for a white-glove client experience while driving revenue growth through proactive relationship-building, effective team management and a disciplined approach to identifying and converting opportunities. The SSM is equally at home on the service floor and on the phone, balancing operational rigor with a relationship driven mentality to grow the branch’s book of business. ESSENTIAL FUNCTIONS: Branch Operations & Leadership: * Oversee all day-to-day branch operations, ensuring processes, compliance standards, * and service protocols are consistently executed * Serve as the primary point of accountability for branch performance metrics including * revenue, service quality, and operational efficiency * Recruit, onboard, coach, and develop branch staff; conduct regular performance reviews * and establish individual development plans * Maintain a branch environment that reflects professionalism, organization, and brand * standards at all times * Manage scheduling, staffing levels, and resource allocation to meet business demands
White-Glove Client Service: * Champion an elevated, client-first service culture in every branch interaction — in person, phone, and digital * Personally handle escalated client concerns with urgency, empathy, and resolution focused professionalism * Implement and uphold service standards that exceed client expectations at every touchpoint
Sales & Opportunity Identification: * Identify and capitalize on sales opportunities presented by walk-in clients, inbound calls, and transactional interactions * Lead and execute a structured outbound calling program targeting existing clients, referral sources, and prospective new clients * Partner with relationship managers and business development teams to pursue cross sell and upselling opportunities
Relationship Building & Business Development: * Cultivate deep, trusted relationships with branch clients and key community stakeholders * Conduct regular client outreach to review needs, deepen engagement, and uncover new business opportunities * Represent the branch at community events, networking functions, and industry gatherings to drive visibility and brand presence * Maintain accurate client relationship data and activity logs within the CRM platform
JOB QUALIFICATIONS: * 3–5+ years of progressive experience in a sales and/or service management role, preferably in a branch, retail, or financial services environment * Demonstrated track record of meeting or exceeding sales goals and driving client satisfaction * Proven ability to lead, motivate, and develop a team in a fast-paced, client-facing environment * Strong communication and interpersonal skills with the ability to build rapport at all levels * Strong knowledge of bank compliance, KYC, BSA
SUPERVISORY RESPONSIBILITIES: * Minimum of 5 years experience in a supervisory capacity * Lead, coach, and develop branch sales and service team members * Manage staffing, scheduling and daily workflow to ensure optimal coverage * Recruit, onboard, train, and retain high performing employees * Ensure compliance with bank policies, procedures and regulatory requirements * Address employee relations matters and foster a positive team culture
The annual salary range for the Sales & Service Manager, AVP is $74,000 - $100,000 per year.