Branch Manager

Branch Location: 2730 2nd Ave. W.

GENERAL FUNCTION:

Branch Managers lead the day-to-day success of a Money Mart branch while remaining hands-on with customer service and branch operations. This is a working-manager role for someone who enjoys coaching a team, driving sales results, managing compliance and cash controls, and helping customers access financial solutions that meet their needs.

The Branch Manager sets the tone for a positive work environment, develops branch team members, supports local business growth, and ensures the branch operates safely, accurately, and in accordance with company policies, regulatory requirements, and responsible lending practices. 

Retail Team Members generally perform their duties within a secured work area protected by bullet-resistant glass and a controlled-access mantrap. Once hired, all retail Team Members will complete an internal multi-week Ready to Work Alone (RTWA) certification before working independently.

DUTIES/RESPONSIBILITIES

• Lead a high-quality customer sales experience by performing and overseeing customer transactions, answering questions, educating customers, and selling financial services/products.

• Drive strategic goals and sales targets of the branch by maximizing sales, reviewing branch and individual sales performance, identifying cross-selling and referral opportunities, managing collection efforts, and controlling expenses. 

• Promote, recommend, and process loans, credit cards, cheque cashing, money transfers, money orders, bill payments, and other related products and services based on the customer's needs, financial circumstances, and applicable company policies and regulatory requirements.

• Clearly explain product and service features, benefits, fees, repayment terms, payment options, renewals, refinancing options, and other important information using approved marketing materials.

• Collect, review, verify, and document required customer identification, financial, application, and supporting information to process products and services, ensuring all applications/transactions are complete, compliant, and accurately recorded.

• Monitor and maintain accurate customer data, loan/credit files, account notes, and transaction records in all required systems to limit errors and support compliant branch operations.

• Contact customers over the phone with past due balances and negotiate payment terms and schedules within authorized guidelines.

• Resolve all customer issues at the branch level and escalate to the District Manager, when necessary

• Protect company assets and maintain strong Quality Assurance standards by having extensive knowledge of all safety and security procedures, Loss Prevention standards, customer service expectations, Global Audit requirements, and all other relevant company policies and procedures; ensure employees adhere to these standards and address and coach any deficiencies using appropriate corrective measures.

• Ensure branch compliance with Know Your Customer (KYC), Anti-Money Laundering and Anti-Terrorist Financing (AML/ATF), privacy, consumer-protection, Recordable Transaction, fraud-prevention, cash-handling and record-keeping requirements.

• Monitor daily cash and inventory control, including all cash handling, POS and financial service transactions, cash drawer reconciliation, to ensure all compliance measures are met, and variances are minimized.

• Maintain optimal staffing levels through ongoing recruitment, training, scheduling, and performance evaluations and effective branch coverage. 

• Support employee development, growth, engagement, retention while meeting operational objectives by providing continual supervision, feedback, coaching; where necessary, issue progressive discipline and document performance through the active use of the performance management tools and financial reporting.

• Ensure branch appearance for a customer-ready environment; oversee opening and closing procedures and complete required paperwork accurately in adherence with company standards.

• Identify and evaluate local competitors and report findings to the District Manager and develop and implement tactics to remain competitive.

• Build and maintain a strong network of local community contacts to increase brand awareness, strengthen community trust, and support customer growth.

• Effectively participate in national or locally sponsored community events, as directed.

• Complete all other job-related duties as directed by Management.

• Maintain availability to work peak branch hours, including evenings and weekends.  

EDUCATION

• High School diploma or equivalent: post-secondary education in business, finance, management, or a related field is an asset. 

EXPERIENCE

• One or more years of experience in management or team leadership. 

• One or more years of experience with interviewing, hiring, and evaluating candidates to ensure appropriate hiring decisions.

• One or more years of experience managing employee performance and development through ongoing coaching, training, feedback, and performance evaluations, and addressing performance concerns as required.

• One or more years of experience in sales, retail finance services, lending, collections, or non-prime financial services preferred.

• Track record of achieving/driving sales goals, customer-service results, managing collection efforts, controlling expenses, and supporting branch profitability.

• Hands-on experience with POS transactions, financial service transactions, reconciliation, opening/closing, loan or credit application support, customer resolution, payment arrangements and compliance/audit requirements.

• For Internal Applicants: successful completion of the company’s LEAD Program and Coach Certification Program. 

SKILLS

• Leadership skills to coach, motivate, recruit, select and develop team members while supporting engagement, retention and performance management.

• Working-manager mindset with the ability to lead the branch while supporting customer transactions, lending/credit application processes, cash handling and operational coverage when needed.

• Sales-driven and customer-first mindset with the ability to identify opportunities, recommend appropriate products and services, support cross-selling and drive financial sales performance.

• Commitment to customer service excellence, including the ability to build rapport, assess customer needs, answer questions and address customer complaints professionally and in a timely manner.

• Strong problem-solving skills to identify and assess customer needs, resolve concerns, review branch results, and support practical solutions to achieve customer satisfaction.

• Ability to organize and manage a successful branch, including daily operations, staffing coverage, customer experience, sales performance, cash control, collections, compliance and expense management.

• Excellent organizational, time management, prioritization, and multitasking skills with the ability to perform effectively under pressure in a fast-paced environment.

• Ability to effectively secure debt collections, negotiate payment arrangements within authorized guidelines, and coach the team on collection expectations to drive financial sales performance. 

• Proficient with Microsoft Office software (Excel, Word, and Outlook)

• Strong communication and interpersonal skills, with proficiency in reading, writing and speaking English.

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