Branch Manager at Torrington Savings Bank – Burlington, Connecticut

Overview:

The Branch Manager is responsible for the overall leadership and performance of the branch, ensuring operational soundness, sales execution, and delivery of a consistently positive customer experience. This role provides daily coaching and development to staff while working directly alongside them to foster a culture of accountability, teamwork, and customer focus.

The Branch Manager partners with internal teams and actively engages in business development, community networking, and relationship building to drive growth. This position is directly involved in sales and service activities, ensures adherence to policies and procedures, and leads the branch in meeting its goals through both personal contribution and team performance.

Primary Accountabilities / Responsibilities:

1) Leadership & Management

• Lead the branch team by setting expectations, providing daily direction, and fostering a culture of accountability and customer focus.

• Manage all aspects of staff performance, including hiring, onboarding, training, coaching, and performance management.

• Conduct regular one-on-one meetings and staff huddles to provide feedback, reinforce goals, and ensure engagement.

2) Sales & Business Development

• Own the achievement of branch sales goals, engaging directly in customer conversations and business development activities.

• Partner with branch staff to identify customer needs and deliver tailored solutions.

• Build and maintain community and business relationships to strengthen the Bank’s presence and drive growth.

• Actively represent the Bank at community events and encourage staff participation to promote visibility and strengthen relationships.

3) Customer Experience

• Ensure the branch consistently delivers a high-quality customer experience.

• Handle escalated customer issues with professionalism and timely resolution.

• Model the Bank’s service standards in daily customer interactions.

4) Operations & Compliance

• Partner with the Assistant Branch Manager to ensure branch operations run smoothly and in accordance with policies, procedures, and regulatory requirements.

• Stay fluent in branch processes and systems to provide guidance and step in when necessary.

• Monitor operational and audit results, ensuring corrective actions are implemented when needed.

5) Other Duties as Assigned

• Perform additional responsibilities and projects as directed by the Vice President of Retail Banking.

Knowledge/Skills/Experience Requirements:

A minimum of three to five years of banking experience in progressively more senior roles preferred. Candidates must demonstrate strong ability in hiring, coaching, performance evaluation, and staff development, along with solid knowledge of banking products, branch operations, process controls, and regulatory compliance. Success in this role requires excellent communication, interpersonal, and organizational skills, with a results-driven orientation and high level of integrity. NMLS Certification required.

Supervisory Responsibilities:

• Interviewing applicants and making routine employment decisions.

• Assigning work, providing training, and guiding and advising staff, as necessary.

• Resolving routine personnel problems.

• Strong emphasis on coaching/mentoring to prepare staff for greater responsibilities. Providing constructive and timely feedback.

• Conduct timely performance evaluations.

Work Environment/Physical Demands/Condition Requirements:

Busy office environment, with moderate noise: computers, printers, phones, and light traffic.

Must be able to focus and not be easily distracted. Must be able to sit for at least 70% of the

workday. Movement is required between workstations, offices, vaults, lobby, etc. Must be able to see computer screen and read documents. Able to lift/carry coin bags. Ability to travel to other Bank offices, branches, offsite meetings, company related functions, etc. with short notices.

Equipment Used:

General office equipment: Computer, Telephone, Mobile devices, Scanner

Information Security

Responsible for actively protecting the confidentiality of customer information and computer systems used in the bank by:

• Remaining alert to and reporting malicious or suspected malicious email.

• Participating in training opportunities to ensure continued protection of customer data.

• Provide feedback where possible to help improve the Bank’s security culture.

Responsible for maintaining confidentiality of all sensitive information.

Compliance:

Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position.