Sales & Service Manager, AVP
$74,000–$100,000 year
On-siteReading, Massachusetts, United States
Job Summary
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. Champion an elevated, client-first service culture by personally handling escalated client concerns with urgency and resolution-focused professionalism. Identify and capitalize on sales opportunities from walk-in clients, inbound calls, and transactional interactions while leading a structured outbound calling program. Cultivate deep, trusted relationships with branch clients and key community stakeholders through regular outreach and representation at industry gatherings. Maintain accurate client relationship data and activity logs within the CRM platform. Manage scheduling, staffing levels, and resource allocation to meet business demands.
Required 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
- 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
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