Branch Manager - Toronto CBC Branch

Branch Manager I

DUCA is looking for a talented Branch Manager who is excited to lead and mentor a diverse team and is enthusiastic about managing our branch, located in downtown Toronto in the CBC building! 

The Branch Manager leads and manages the overall branch operations and branch team, with the purpose of helping our Members do more, be more, and achieve more with their money and their lives. In this role, the Branch Manager is a leader and a manager, as well as a key representative of DUCA in the Toronto community.

The ideal candidate for this position is someone with strong foundational knowledge about financial products and services, someone who is passionate about leading and coaching a team, and someone that is able to see the “big picture”, is self-motivated, results-oriented, and Member-focused, with strong communication skills and a passion for helping our Members!

Job Purpose & Summary

Reporting to the Regional Vice President, the Branch Manager is responsible for the overall success of the branch, including achieving branch targets and business objectives, by effectively coaching, training, and leading the team to deliver an exceptional Member experience and provide holistic financial advice. The Branch Manager is responsible for all people management activities, including staffing decisions, performance management, and compensation decisions. The Branch Manager leads and participates in branch campaigns, acts as a DUCA ambassador in the community, and ensures branch operations are efficient and compliant. The Branch Manager also works towards achieving their personal sales goals, by meeting with Members and using their expert product knowledge to identify products and/or services that will help Members achieve their short- and long-term objectives.

Key Accountabilities & Duties

• Establish a Member-centric focus for the branch, promoting lobby leadership and a high-level of Member service in all interactions, through ongoing feedback and leading by example
• Coach the branch team in the development of their sales and advice skills, product knowledge, relationship development skills, and how to identify opportunities to promote DUCA and our products
• Identifies external opportunities to build and develop business within the community and lead the branch in campaigns and business development activities to optimize results and acquire new Members to the branch and portfolio
• Provide day-to-day coaching to Financial Services Officers and Member Service Representatives on the total relationship with the Member, ensuring opportunities and interactions are maximized to help Members achieve their objectives
• Lead and oversee all branch activities, and motivate and encourage the team to work collaboratively in order to achieve branch and individual objectives, while always acting in the best interest of our Members.
• Coach team to resolve problems at first point of contact, and handle any escalated Member concerns
• Lead the growth, deepening, and maintenance of relationships with our Members by providing holistic advice to help Member meet their short- and long-term objectives.
• Manage performance of all employees, including training, coaching, feedback, and performance reviews
• Lead hiring and selection process
• Identify training needs for employees and develop plan to close the gap
• Provide investment advice and identify the appropriate solution including registered and non-registered term deposits, TFSAs, mutual funds, and wealth solutions that fit and meet the Members’ needs. Refer more complex investment service needs to our Wealth Management team as required.
• Open new accounts and through the process, identify additional Member needs, promoting the appropriate solution to meet these needs.
• Develop a suite of “centers of influence” outside the branch in order to support referrals and business development activity.
• Remain up-to-date on DUCA products, services, operational and risk policies and procedures
• Make decisions that mitigate risk, adhere to policy and procedure, and do what is best for the Member
• Ensure effective use and integration of the CRM in all advice-based activities

Occupational Experience & Education Requirements

• Post-secondary education
• Minimum of four (4) years of experience financial services.
• Minimum of three (3) years’ experience managing people/leading a team
• Mutual funds license (IFIC)
• Proven success in growing the business and establishing community and Member (client) relationships
• Experience in advisory roles in personal banking, including experience with retail credit and investments. Experience in business banking considered an asset
• Proven success with sales and relationship management

Knowledge, Skills & Attributes

• Passion for providing excellent Member service and helping Member to achieve their goals
• Outstanding people management and leadership skills, including the ability coach, lead, motivate, and manage a team through change
• Strong relationship-management skills
• Strong problem-solving ability
• Strong written and verbal communication skills
• Excellent business acumen and financial industry knowledge
• Strong attention to detail and time management skills
• Proficiency in Microsoft Office products, including Outlook, Word, Excel, and PowerPoint

Department: Retail

Primary Location: 17 John Street, Toronto, ON, M5V 3G6

Employment Status: Full-time

Hours per Week: 38

Job Grade Level: 8

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA fosters a culture where contribution, communication and community are valued and encouraged. We offer competitive compensation and benefits and the opportunity for growth and development.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.