An In-depth Look at the Role of a Banking Retail Manager (CXM) at Capital City Bank
Capital City Bank, a leading financial institution, is more than just a bank – it’s your banker. The bank’s commitment to delivering an exceptional experience to its clients is evident in its variety of roles, one of which is the Client Experience Manager (CXM). This position embodies the bank’s philosophy of creating a leadership culture centered on delivering an exceptional client experience. The CXM role is integral to the bank, as it carries the responsibility of one office which may also include a drive-through facility and has a standard work schedule of 40 hours from Monday to Friday. Here is the source of the information.
What Does a Client Experience Manager Do?
The CXM’s role at Capital City Bank is multifaceted – they are responsible for setting the strategic direction of the office, communicating performance results, coaching, recognizing accomplishments, and building a high-performing team. They directly manage the Lead Teller, Personal Banker(s), Universal Associate(s) and Traveling Support Associate(s). Furthermore, the CXM serves in a supporting role of Personal Banker and works with business partners to identify prospects for referrals.
Leadership and Relationship Management
The CXM’s role involves fostering strong, loyal relationships between clients and the bank’s brand while enhancing the client experience through care and passion. They provide leadership to drive a culture that focuses on associate engagement and retention to achieve an exceptional client experience. They are also responsible for interviewing, hiring, and managing all approved positions with administrative support from Human Resources as needed.
Strategic Direction and Revenue Growth
From a strategic perspective, the CXM creates the strategic direction of the office to deliver a consistent client experience. They develop strong relationships with the team and key bank partners, product and support partners, and other business partners as needed. They think creatively about opportunities to grow revenue, deepen client relationships, and create and penetrate client portfolios.
Team Development and Performance Management
Ensuring that teams are equipped with knowledge and resources, clear expectations and trust so that they are empowered to consistently meet the expectations is another key responsibility of the CXM. They also ensure ongoing team training and timely completion of all bank-sponsored meetings/training/courses related to products/services and other initiatives.
What Skills are Required for the Role?
The following Knowledge, Skills, and Abilities (KSAs) are usually acquired through post-high school and/or college education with specialized training course(s) in business, banking, and/or 5-7 years related experience:
- Effective written and oral communication skills to positively engage clients and prospective clients.
- Strong leadership, organizational and time management skills.
- The ability to exercise sound and reasonable judgment.
- Demonstrable business development and leadership skills.
- Banking experience preferred.
- Proficiency in Word and Excel software.
- Familiarity of Jack Henry Xperience, preferred.
- Experience with a customer relationship management system is a plus.
- Preferred use and/or understanding of Capital City Bank products and services.
Working Conditions and Benefits
The CXM role usually involves working in an office environment or a lobby/professional environment. There may be a requirement to attend after-hours business-related meetings or events as determined by the Regional Experience Manager. Driving may also be required by the position.
Capital City Bank values its associates as its greatest asset and offers the following benefits:
- Medical, Dental and Vision
- Life Insurance
- 401(k) with Matching
- Flexible Spending Accounts
- Tuition Assistance
- Stock Purchase
- Discounts on Products and Services
The above information provides a comprehensive understanding of the Banking Retail Manager (CXM) role at Capital City Bank. This role requires a significant amount of responsibility and a diverse set of skills, making it a key position within the bank’s operations. As the bank continues to strive for excellence in client experience, the role of the CXM becomes even more critical.
