About this role

Job Family: Branch Banking

Job Sub-Family: Branch Delivery

Career Specialization: Universal Banker

Career Stream: Support

Career Level: S3

Job Profile

Sub-Family Definition

Branch Delivery is responsible for delivering high-quality, consistent client experiences across branch locations while ensuring operational excellence and adherence to bank policies and regulatory requirements. Activities may include:

- #### Managing day-to-day branch service operations

- #### Supporting client transactions

- #### Ensuring accurate and timely execution of all frontline banking activities

- #### Coaching and supporting branch teams to meet performance expectations

- #### Implementing process improvements that strengthen service delivery

- #### Monitoring operational controls to reduce risk and maintain compliance

Career Specialization Definition

The Universal Banker role:

- #### Responds to customers' needs by processing routine banking transactions at teller window or on the platform under minimal supervision, and provides flexibility of coverage for the branch.

- #### Engages in broad range of sales and service activities to provide superior level of customer service.

Responsibilities include, but not limited to:

- #### Opening new accounts

- #### Handling teller transactions

- #### Marketing and cross-selling bank products and services

- #### Resolving complex customer service issues

- #### Utilizes banking knowledge to identify additional sales and service opportunities

Builds rapport to engage prospects in a banking relationship and enhance existing customer relationships

- #### Refers customer to other banking services and other bank personnel as appropriate

- #### Other duties as assigned

Career Level Definition

Requires broad knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education. Responsibilities typically include:

- #### Working under limited supervision for routine situations.

- #### Providing assistance and training to lower level employees.

- #### Problems typically are not routine and require analysis to understand.

Knowledge & Experience

####

- #### Typically requires 5+ years relevant experience

- #### May require vocational or technical training

Physical/Environmental Requirements