Description
JOB FUNCTION / SUMMARY:
The Retail Operations Manager has responsibility for the daily operations of the branch, including hiring, conducting performance reviews, and providing performance coaching and counseling. This ensures efficient service delivery, compliance with policies, and exceptional customer experience. This role involves supervising teller staff, managing cash operations, monitoring transactions, and supporting sales initiatives. The Retail Operations Manager ensures adherence to regulatory compliance, mitigates risks, and drives operational excellence while fostering a positive team environment. Additionally, they assist in training and coaching employees to enhance productivity and customer engagement.
PRIMARY DUTIES & RESPONSIBILITIES:
Manages branch operations, including teller transactions, account services, and cash handling.
Ensures compliance with banking regulations, internal policies, and security protocols.
Supports staff development through training, coaching, and performance management.
Monitors and optimizes branch efficiency, addressing operational challenges proactively.
Collaborate with Branch Manager to achieve branch sales and service goals.
May assist with Branch Manager responsibilities in their absence.
Handles escalated customer inquiries and provides effective resolutions.
Conducts audits, reconciles accounts, and manages cash inventory.
Promotes a culture of customer service excellence and teamwork.
Ensures consistent, quality customer service experience, including handling customers’ transactional needs.
Follows all bank policies, processes, procedures, and internal audit requirements and adheres to applicable laws and regulations.
May function in an account opening or account maintenance capacity, as needed.
May function in a teller capacity, as needed.
Any additional duties as assigned by management.
SUPERVISORY RESPONSIBILITIES:
Supervise Teller staff
Carries out supervisory responsibilities in accordance with the organization's policies, procedures, and applicable laws. Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; performance management; employee compensation; approving expense reports; addressing concerns and resolving problems.
Requirements
MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:
2+ years of teller/cash operations experience and 1+ year of managerial experience OR 3+ years prior banking/related operational experience
Ability to make sound banking decisions, exhibit critical thinking, and reasoning ability
Excellent time management skills and ability to multi-task efficiently and effectively with attention to detail
Identifying customer needs through service opportunities
Proficient with Microsoft Office; including, Outlook, Excel, Word, PowerPoint
High school diploma or equivalent
PREFERRED EDUCATION, EXPERIENCE & KNOWLEDGE:
Associate or Bachelor’s degree in business or finance
2+ years managerial experience in a banking environment
NMLS (Nationwide Multistate Licensing System) registration
ESSENTIAL KNOWLEDGE, MENTAL & PHYSICAL REQUIREMENTS:
Ability to communicate in person, on the phone, and through electronic channels.
Excellent communication skills with strong customer focus and relationship-building abilities.
Detail oriented – must be able to process transactions accurately and efficiently.
Ability to manage time and competing priorities in a fast-paced environment.
Strong interpersonal skills with the ability to interact with all levels of an organization.
Collaborative professional skills that lead to a collegial and partnered approach to meeting objectives.
High motivation with ability to successfully meet individual and team goals while maintaining individual performance over the long term.
Adaptability and flexibility.
Ability to work in a fast-paced environment and…