Sales & Service Manager, AVP - Reading

SUMMARY/OBJECTIVE: 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.

ESSENTIAL FUNCTIONS: 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: 3–5+ 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. For more information on online banking services, please visit www.NBTC.com or follow Northern Bank on Facebook (/NorthernBankM A/), Twitter (@northernbankma), Instagram (@northernbankma) and LinkedIn (company/northern-bank-ma/).