Retail Market Manager

Description

The Retail Market Manager leads the sales, service, operational, compliance, and employee performance of an assigned PSBT branch. This role builds a relationship banking culture grounded in the People’s Promise Sales & Service Model and is accountable for deposit and relationship growth, employee development, operational discipline, and an exceptional customer experience.

The Retail Market Manager is typically assigned to a Tier 2 or Tier 3 branch and may support a Tier 1 branch based on business need, branch complexity, staffing model, transaction activity, deposit base, and market opportunity. The role balances relationship growth, inside and outside sales leadership, community outreach, employee coaching, operational discipline, compliance readiness, and branch optimization.

Essential Functions/Duties

The following duties are representative of the essential functions of the position: 

• Lead the assigned branch to achieve sales, service, operational, customer experience, compliance, and financial performance objectives through consistent execution of the People’s Promise Sales & Service Model.
• Manage, coach, train, and develop the branch team through clear expectations, skill development, performance feedback, accountability, career development, and succession readiness.
• Attract, retain, and deepen customer relationships while coaching employees to do the same through meaningful conversations, needs identification, appropriate solutions and referrals, disciplined pipeline management, and timely follow-up.
• Execute and reinforce the People’s Promise Sales & Service Model through consistent discovery, meaningful customer conversations, appropriate product recommendations, and strong follow-up routines.
• Maintain working knowledge of consumer and business deposit products, consumer lending, cash management, digital banking, and ancillary services.
• Attract, retain, and grow customer relationships through in-person and virtual engagement, needs-based solutions, and coordinated partner referrals.
• Open, support, and resolve deposit account and ancillary service needs, including complex situations requiring assistance or escalation.
• Identify, process, and close consumer lending opportunities within authority and refer mortgage, wealth, cash management, merchant, or other specialized needs to the appropriate partner.
• Use myPSBT CRM, performance data, pipelines, campaign activity, transaction trends, and deposit information to coach follow-up routines, identify growth opportunities, and support execution.
• Lead sales and relationship development activity for the assigned branch, including inside sales routines, outside sales calls, proactive community and business outreach, customer deepening, referral follow-up, and external business development to acquire and grow customer relationships.
• Represent PSBT professionally in the community and participate in market activities that support brand awareness, financial education, customer acquisition, and relationship growth.
• Maintain audit-ready branch operations through accurate execution of controls, reporting, security routines, cash management, daily procedures, and policy requirements.
• Ensure employees understand and follow applicable banking regulations, policies, procedures, and risk controls.
• Guide and partner with the Assistant Retail Market Manager, when assigned, to support the branch team across sales, business development, audit readiness, operational consistency, staff readiness, and branch initiatives, ensuring clear accountability and consistent leadership.
• Resolve customer and employee issues professionally, independently when appropriate, and with sound judgment, diplomacy, and timely escalation when needed.
• Support onboarding, training, career development, and succession readiness through consistent coaching, feedback, and learning routines.
• Lead and embrace branch optimization, including adoption of tools, technology, staffing models, processes, and routines that improve efficiency, execution, operational consistency, and the overall customer experience.
• Champion the Bank’s One Bank, One Team, One Vision culture through collaboration, communication, accountability, and consistent execution.

Requirements

Education/Training: Associate’s or Bachelor’s degree in Business, Finance, Banking, Management, Marketing, or a related field generally required. Equivalent related experience may be considered.

Knowledge/Skills/Abilities:  

• Comprehensive knowledge of branch operations, retail banking products and services, compliance requirements, risk controls, and customer experience standards.
• Strong leadership, coaching, communication, employee development, prioritization, and accountability skills.
• Strong interpersonal, relationship-building, problem-solving, conflict-resolution, and sound judgment skills.
• Ability to balance customer needs, employee support, sales growth, operational soundness, compliance, and competing branch priorities.
• Proficiency with branch systems, myPSBT CRM, Microsoft Office applications, reporting tools, customer relationship tools, and technology used to support branch leadership and optimization.

Experience: A minimum of five (5) or more years of related banking experience normally required, including experience in branch operations, customer relationship development, consumer lending, sales and service execution, and employee coaching or supervision. Prior branch leadership experience preferred.

Required Certifications/Licenses: N/A

Travel Requirements: Regular travel within the assigned branch area, region, and community is expected for branch support, training, meetings, business development, and community activities.

Scheduling: Standard branch business hours with flexibility to support customer needs, staffing coverage, community events, training, operational requirements, and business priorities as needed.