Job Title: Branch Operations Manager Reports To: Branch Administrator FLSA Status: Exempt Department: Branch Administration Division: All Regions Summary: Responsible for managing the daily operations of the branch office and branch staff, monitoring all branch activities to ensure that all policy and procedures are followed, all compliance related processes are in place, and the operations staff is adequately trained in job responsibilities and delivering quality customer service under the branch goals and objectives within the guidance and directives of branch administration. The Branch Operations Manager works in collaboration with the Branch Relationship Manager to achieve branch sales goals and deposit growth through providing product knowledge training and cross-selling activities while also supporting the development of client relationships. Responsibilities include, but are not limited to:
DUTIES AND RESPONSIBILITES:
1. Manage the daily activities of the branch operational production to ensure compliance with established Bank policy and procedures;
2. Maintain a professional atmosphere within the branch to promote customer confidence and achieve the desired level of quality customer service;
3. Manage the activities of the branch operational staff to meet production goals and that daily work assignments are completed;
4. Provide personnel management for the branch operational staff to include performance evaluations, performance counseling, training, and development;
5. Assure that all branch operations staff is cross trained on all operational duties, responsibilities, and customer service standards in order to reach optimal branch production levels;
6. Supervise the preparation, distribution, and completion of daily, weekly, and monthly reports to include branch certifications;
7. Review and approve the daily, weekly, and monthly reports to include branch certifications;
8. Control the workflow, and delegation for operational processes such as new accounts, supersedes, research, and the various teller functions and responsibilities;
9. Perform the callback on operational reports and processes as well as new account functions;
10. Support the Branch Relationship Manager to achieve goals and objectives for deposit growth and sales culture development within the branch to include product training;
11. Meet with Branch Relationship Manager weekly to support growth initiatives and to discuss overall branch and training activities and new client relationships;
12. Attend periodic bank sponsored events, training and meetings, operations meetings, and complete compliance training, as assigned;
13. Special projects and all other duties as trained and assigned.
NOTE: Various levels of the Branch Operations Manager include I/II/III and are based upon the complexity of the branch operations due to deposit base, transaction volume and branch support requirements.
Required Skills/Abilities:
Working: Basic management skills to include motivating and evaluating staff, scheduling and planning workflow processes, problem solving, delegation, collaborating with other staff and departments, and production oversight. Thorough knowledge of all branch operations functions and working knowledge of Central Operations functions as applied to branch and teller operations. Possess a strong working knowledge of new account functions and all personal and business account documentation to ensure compliance with CIP, CDD, OFAC, and BSA/AML regulatory and bank policy requirements. Demonstrate ability to analyze transactions and exercise sound judgement. Demonstrate the capacity for completing tasks requiring high level of attention to detail, with emphasis on transaction approvals and callback processing. Exhibit thorough knowledge of all bank products and services and be able to competently communicate the basic and detailed aspects of the various cash management products and services.
Language: Possess the ability to read and comprehend complex instructions, correspondence and bank policy and procedures as written. Must be able to effectively communicate directives and processes clearly through oral and written communications and possess the ability to lead training and development meetings.
Mathematical: Possess the ability to apply basic mathematical concepts, add, subtract, multiply and divide.
Reasoning: Apply common sense to carry out detailed written and verbal instructions or directives. Demonstrate sound judgement and strong decision-making skills as well as the ability to identify and resolve problems and concerns. Able to understand and follow established Bank policies and procedures to ensure regulatory compliance and the ability to monitor and supervise the performance of staff throughout the operations and deposit compliance processes.
Interpersonal: Must possess strong interpersonal skills to include self-confidence, verbal and non-verbal communication, conflict resolution, problem-solving, collaboration, empathy, and adaptability.
Computer: Strong working knowledge of personal computers and bank operating systems to include new account and informational support programs, e.g., Jack Henry Teller/Silverlake, FIS Chex, Microsoft Outlook, Internet Explorer, Word, Excel, OFAC and various check ordering platforms.
Education and Experience: High school diploma or equivalent. Minimum of ten (10) years of branch operations experience to include direct teller and new accounts experience in a branch setting or ten (10) years in a cash management department setting with a demonstrated capacity and success in branch retail operations to include an extensive knowledge of bank products and services, cash management processes, Central Operations branch support functions, cross-selling, and marketing activities. Working knowledge of bank operations to include account analysis and vault teller experience is suggested. A greater depth of background and experience will be required for branch offices with a high deposit and account volume or higher demands with lobby traffic.
Physical Requirements:
Must be able to walk long distances to facility Requires ability to stand for long periods of time Requires sitting for moderate periods of time Requires mental alertness.
Able to speak clearly and concisely when interacting with customers, vendors, and co-workers Requires keen vision for long periods of time due to reading, writing and close work on computer screens.
Must be able to frequently life 25 pounds or more.
