Citi Digital Branch Manager - Santa Monica Downtown Branch in Santa Monica, California

  • Primary Location: United States,California,Santa Monica

  • Education: High School Diploma/GED

  • Job Function: Sales

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 16060155


Citibank delivers a wide array of banking, lending and investment services to individual consumers, as well as to small businesses. Our U.S. Branch Network is comprised of over 700 branches across 12 states complemented by 24-7 access to customer service through a network of fee-free ATMs, CitiPhone Banking®, Citibank Online and Citi Mobile. Citibank's products and services cover a wide range of client banking needs including basic banking (checking and savings accounts, investment products), mortgages, small business, commercial banking, investment advisory services, and financial needs and analysis tools to enable Citibank to bring tailored solutions to every client.

Position Summary:

The Digital Branch Manager is responsible for orchestrating the customer experience with staff and partners to ensure seamless access and a remarkable experience while delivering financial results aligned with business objectives. The manager leverages a new Attract, Engage and Connect Smart Banking strategy with clients. The manager develops sales plans and sets priorities to achieve goals aligned with this strategy. The manager is responsible for driving overall sales with a “hands-on” approach, maximizing use of Smart Banking technology and leading by example. The manager has full responsibility for the team. The manager is also responsible for monitoring and adhering to operational controls, including legal, corporate and regulatory policies and procedures to ensure the safety and security of customer and bank assets.

Position Responsibilities:

  • Drive consumer and small business sales results through own sales activities and those of the team in order to achieve sales goals

  • Proactively identify and execute against opportunities to address client sales and service needs; appropriately converting service into sales

  • Manage the branch with a focus on identifying and addressing client sales and service needs in an integrated and client-led manner, as well as managing branch revenue and expenses

  • Demonstrate expert ability to leverage technology to uncover opportunities to deepen client relationships; use the various marketing tools available in the branch to present product offers and financial solutions to existing and potential clients (e.g. sales wall, tablet, smart phone, workbench, etc)

  • Lead and coach staff regarding Smart Banking sales processes and priorities, including a streamlined sales & service process, digital first approach, focus on client problem resolution and effective use of Smart banking technologies

  • Resolve complex client issues or needs; connect with relevant specialists and/or senior leaders as needed

  • Energetically greet and interact with clients on the bank floor

  • Inspire and create a motivating environment through activity-based coaching and performance development; ensure clients receive excellent service through ongoing coaching and monitoring of staff activities and direct interactions with clients

  • Manage end-to-end processes including workforce planning, recruitment, performance management and all people management practices

  • Ensure compliance with Citibank policies, standards and procedures to ensure the security of both the bank and client assets

  • Participate on the leadership team within the area/division



  • High School Diploma/GED (Bachelor degree preferred)


  • Required to approach and engage clients in a non-traditional, open architecture branch setting to identify the financial needs of the clients. May require standing 60-70% of the work day

  • Proven track record of driving sales, both individually and as a leader of a sales team

  • Sales management experience; ability to build highly productive teams

  • Ability to manage and develop client relationships

  • Strong client service orientation; Understanding of customer service metrics and execution

  • Understanding of and ability to effectively coach team on Smart Banking (combined sales & service orientation with technology enablement)

  • Digitally-savvy

  • Desire to win, results-oriented, strong work ethic; Optimistic, can-do attitude

  • Demonstrated success in collaborating with partners across all business lines

  • Strong leadership and management skills

  • Strong business knowledge in all facets of managing a sales operation, e.g. financials, scorecard, controls, products, business planning

  • Knowledge of and commitment to Compliance / Regulatory requirements

  • Minimum 5 years relevant experience (preferably banking or retail); strong understanding of banking industry and operations

  • Demonstrated success influencing and managing in a matrix environment

  • Able to respond effectively and timely to organizational, business and regulatory changes

  • Excellent communication skills (written and verbal)

  • NMLS registration; Safe Act compliant

  • Organizational and time management skills

This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry ("Registry") and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and Citi policies and procedures.