Sales & Service Manager, AVP

Sales & Service Manager

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.
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
White-Glove Client Service

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
Sales & Opportunity Identification

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
Relationship Building & Business Development

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
Job Qualifications

35+ 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
Supervisory Responsibilities

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
The annual salary range for the Sales & Service Manager, AVP is $74,000 - $100,000 per year.
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.