Sales & Service Manager, AVP

Job Description

Job Description

SUMMARY/OBJECTIVE:
The Sales & Service Manager (SSM) is responsible for the full operations, sales production, and service excellence within their assigned branch. This leader sets the tone for a white-glove client experience while driving revenue growth through proactive relationship-building, effective team management and a disciplined approach to identifying and converting opportunities. The SSM is equally at home on the service floor and on the phone, balancing operational rigor with a relationship driven mentality to grow the branch’s book of business.


ESSENTIAL FUNCTIONS:
Branch Operations & Leadership:

• Oversee all day-to-day branch operations, ensuring processes, compliance standards,
• and service protocols are consistently executed
• Serve as the primary point of accountability for branch performance metrics including
• revenue, service quality, and operational efficiency
• Recruit, onboard, coach, and develop branch staff; conduct regular performance reviews
• and establish individual development plans
• Maintain a branch environment that reflects professionalism, organization, and brand
• standards at all times
• Manage scheduling, staffing levels, and resource allocation to meet business demands

• Champion an elevated, client-first service culture in every branch interaction — in person,
• phone, and digital
• Personally handle escalated client concerns with urgency, empathy, and resolution focused
• professionalism
• Implement and uphold service standards that exceed client expectations at every
• touchpoint

• Identify and capitalize on sales opportunities presented by walk-in clients, inbound calls,
• and transactional interactions
• Lead and execute a structured outbound calling program targeting existing clients,
• referral sources, and prospective new clients
• Partner with relationship managers and business development teams to pursue cross sell and upselling opportunities

• Cultivate deep, trusted relationships with branch clients and key community stakeholders
• Conduct regular client outreach to review needs, deepen engagement, and uncover new
• business opportunities
• Represent the branch at community events, networking functions, and industry
• gatherings to drive visibility and brand presence
• Maintain accurate client relationship data and activity logs within the CRM platform

• 3–5+ years of progressive experience in a sales and/or service management role, preferably in a branch, retail, or financial services environment
• Demonstrated track record of meeting or exceeding sales goals and driving client satisfaction
• Proven ability to lead, motivate, and develop a team in a fast-paced, client-facing environment
• Strong communication and interpersonal skills with the ability to build rapport at all levels
• Strong knowledge of bank compliance, KYC, BSA

• Minimum of 5 years experience in a supervisory capacity
• Lead, coach, and develop branch sales and service team members
• Manage staffing, scheduling and daily workflow to ensure optimal coverage
• Recruit, onboard, train, and retain high performing employees
• Ensure compliance with bank policies, procedures and regulatory requirements
• Address employee relations matters and foster a positive team culture

About Northern Bank & Trust Company

Northern Bank is a full-service bank dedicated to providing practical, common sense financial solutions to help our customers live their lives and grow their businesses. From deposit products to loans to payment and collections services, we work hands-on with our entrepreneurial customers, both locally and across the country, to provide the financial support they need to realize their personal and business goals. Founded in 1960, Northern Bank has assets of over $3 billion with 12 locations serving communities throughout Middlesex County. Northern Bank is a Member of the FDIC, and an Equal Housing Lender. For more information on online banking services, please visit or follow Northern Bank on Facebook (/NorthernBankM A/), Twitter (@northernbankma), Instagram (@northernbankma) and LinkedIn (company/northern-bank-ma/).

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