Banking Center Assistant Mgr

Old National Bank has been serving clients and communities since 1834. With $50 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.  

Our team members are our greatest asset, and we continually invest in their growth and development. We offer a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.  

The Banking Center Assistant Manager delivers an exceptional client experience through the leadership and motivation of a high-performing team.  This position ensures operational excellence to protect clients, team members, and the bank, including the oversight of operational controls in the banking center, monitoring adherence to policies, procedures, audit standards, legal, and regulatory requirements, and timely communication of operational changes to all banking center team members. The Assistant Manager is responsible for motivating Client Service Representatives to perform their best through activity-based coaching and capability development; identifying and hiring top talent; and providing candid, actionable performance feedback.  The Assistant Manager delivers sales and service results that meet defined performance targets by providing personalized financial advice to fulfil each client’s sales and service needs, implementing strategies to retain and deepen existing client relationships, establishing new banking relationships through the execution of Old National’s sales process, referring clients to business product partners, building customer confidence with digital channel capabilities, providing account servicing and maintenance, and effectively resolving customer concerns.  

Key Accountabilities

Banking Center Profitability and Oversight

• Assist the Banking Center Manager in monitoring and evaluating individual sales and service goals.
• Conduct regular meetings with banking center team to build product knowledge, review goals and expectations, recognize areas of success and opportunities for development; share corporate marketing campaign and supporting materials, and proactively introduce all servicing channels to consumer and business clients.
• Partners with the Banking Center Manager and Market Service Leader to ensure appropriate oversight of banking center operations, including compliance with bank policies, procedures and audit standards, compliance with legal and regulatory requirements, compliance with security policies/practices, and oversight of security equipment.
• Oversees the daily banking center operations including scheduling, customer service workflows, training and compliance, and resolving client issues.

Client Centric Sales Approach

• Build banking center team focused on a consultative sales approach, uncovering needs of clients and providing education and advice regarding the products and services available to meet the client’s needs.
• Sets high goals for personal accomplishment for themselves and their team. Measures and monitors progress toward goal attainment and provides individualized coaching to team members.
• Leads, manages and motivates the Client Service Representatives to achieve performance excellence in the areas of client service, operational knowledge, transaction processing, and referrals; drives a reward team member experience and fosters a culture in which everyone can contribute to their fullest potential through the facilitation of the learning, growth and performance of each team member in the areas of client service, service excellence and relationship development. 

Key Competencies for Position  

Execution Leadership:

Communicates goals, tracks progress against key goals/metrics, effectively utilizing diverse talent and resources to achieve goals. Empowers team members and holds them accountable based on appropriate level of authority; manages progress effectively and takes appropriate measures to address performance issues. Seeks to identify what caused the issue, consults with lines of business and subject matter experts, as appropriate, to determine the best solution and acts within approved policies, procedures, and established guidelines.

Client Leadership:

• Client Experience - Fosters a culture that enables others to deliver an exceptional client experience, anticipates, escalates and/or takes action when work processes, procedures, or policy implementation issues may affect the client, always working to resolve issues and design solutions with a clear picture of the client in mind. Seeks information about the client/client's business to develop sound solutions to meet each client's needs, following through on client commitments despite time pressures or obstacles; follows up to ensure the client is satisfied.

Culture Leadership:

• Is accessible, approachable and helpful to others, builds relationships, establishes trust, credibility and respect with others through a track record of delivering on commitments, inspires team members to demonstrate our culture and core values, coaching and developing team members to act honestly and ethically in all efforts.

People Leadership:

• Actively seeks to attract the best talent and to develop team members’ effectiveness in their current and future roles, encourages and values diversity. Gives, receives, and asks for feedback, creates a supportive, encouraging environment which empowers team members to stretch beyond what they thought they could do, while holding team members accountable for goals and deliverables. 

Qualifications and Education Requirements

• Education:  Associate Degree in business related field preferred or equivalent combination of education and relevant work experience
• 3+ years of experience in banking, retail sales leadership and or customer service
• 2+ years of supervisory experience, preferably in the banking or retail industry
• Licenses/Certifications: must be eligible to register with the National Mortgage Licensing System and Registry (NMLS) 

 Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. 

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law. 

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank.

Join our team!