OFFICE MANAGER

Office Managers build, develop and motivate their team to provide an excellent experience for our customers/clients and connect them to the Northwest products and business partners that fulfill their financial needs. Office Managers oversee office operations, ensure team accountability to policies and procedures, and develop and lead sales strategies that leverage Northwest technology to attain customer acquisition and retention goals.

Essential Functions
• Have consistent, holistic financial wellness conversations utilizing the CARE (Connect, Ask, Recommend, Expand) best practices
• Achieve or exceed overall sales performance goals
• Understand clients' financial goals and objectives and educate and / or refer Northwest solutions that meet their needs through the Northwest 360 model-bank, borrow, invest, insure
• Responsible for leading the team members of the office through modeling and coaching that aligns with CARE best practices
• Ensure that office staff are consistently providing the best customer experience possible
• Utilize the playbook to conduct in person and outbound business calls, make business referrals in order to both acquire and retain clients and customers
• Follow-up on opportunities uncovered during financial wellness conversations
• Oversee the onboarding of new and existing customers/clients and resolve or escalate issues referred by the office team
• Oversee sales activity and management procedures as outlined in the playbook to implement and achieve Northwest's strategic business plan and marketing initiatives
• Generate small business relationships
• Perform all retail office positions to support the team
• Lead the overall sales performance of the office team by reviewing and coaching to the Northwest scorecard
• Originate and process consumer loan requests
• Provide leadership to the office team by providing a positive work environment, coaching, and facilitating team meetings/huddles
• Recruit top available talent and onboard/supervise training of new employees
• Supervise and guide the office’s success of operations and audit with the ultimate responsibility for the office’s audit results
• Adhere to the staffing model for operating efficiencies
• Minimize office operating expenses
• Develop and maintain community presence and involvement
• Work evening hours and weekends as scheduled, assigned, or necessary

Additional Essential Functions
• Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment

Additional Responsibilities
• Complete other duties and special projects as requested by management

Safety and Health for Supervisors with Direct Reports
• Provide leadership and positive direction for maintaining the safety and loss prevention program
• Actively participate in and support employee participation in the safety and loss prevention program by ensuring that employees know how to properly report a safety issue, making sure that all accidents are promptly reported to Human Resources and documented, and ensuring that prompt action is taken whenever workplace hazards are identified
• Help implement emergency procedures

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education
High School Diploma or equivalent 

Work Experience
6 - 8 years Banking and/or retail experience 
6 - 8 years Sales experience 
6 - 8 years Supervisory experience 

General Supervisory/Manager Knowledge, Skills, and Abilities
• Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches 
• Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest’s strategic plans 
• Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion 
• Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning 
• Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience 
• Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information 
• Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required 
• Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters