Area Operations Manager - Pacific NW Region - (Eastside)

About the Role

The Area Operations Manager is responsible for the Retail Branches within a defined area, including branches in Bellevue, Redmond, Newcastle, Issaquah, or Southcenter. This role provides supervision to operations staff, oversees FTE budget, risk, operations, and compliance, and ensures performance aligns with the Bank’s goals and standards while ethically supporting customers' financial needs. The manager fosters a high-performance culture, creates strategic plans for operations staff, and closely tracks operational performance across the territory.

Responsibilities

• Manages a Retail Branch office and defined operations area, ensuring overall performance of operational and service goals.
• Implements strategies to manage risk, develop employees, and provide exemplary customer service.
• Drives team performance through huddles, meetings, coaching, direction, and leading by example.
• Performs operational tasks according to policies and procedures, including approvals for high-risk transactions and exceptions.
• Provides leadership to branch supervisors, employees, and branch management within the operations area.
• Leads daily huddles and regular branch and area meetings.
• Performs human resource management tasks, including hiring, performance appraisals, promotions, salary increases, coaching, training, development, and disciplinary actions.
• Ensures branch management achieves superior results in human resource management, including hiring and performance management.
• Coaches and develops employees within the area.
• Performs on-site and remote periodic inspections of branch operational tasks.
• Reviews and approves periodic branch certifications, reports, and other operational tasks.
• Monitors Retail Operations reporting for all branches within the area.
• Regularly visits branches to observe performance, complete operational task reviews, and coach operations staff.
• Fosters a customer-centric culture, addressing inquiries, concerns, and escalations promptly.
• Implements strategies to enhance customer satisfaction and loyalty.
• Manages FTE for the defined area and works with local management to redeploy staffing resources for efficiency and positive customer experience.
• May manage and directly schedule the Universal Utility Banker.
• Supports Operations Managers in executing Retail’s operational soundness strategy.
• Serves as a subject matter expert in reviewing Retail policies and procedures in PolicyTech.
• Ensures operations staff supports production targets through ethical sales referrals and advocates for internal production campaigns.
• Executes on Retail community reinvestment strategy, ensuring active community participation and leadership, including CRA activities.

Requirements

• Bachelor’s degree preferred or equivalent combination of education and experience; High School Diploma or GED required.
• Notary license preferred.
• Minimum of 7 years of banking experience with an emphasis in operations.
• Minimum of 3 years of leadership experience.
• Approximately 10 - 20% travel is required.
• Knowledge of State and Federal banking regulations pertinent to Retail operations.
• Leadership ability to supervise, direct, coach, and develop subordinate employees.
• Skilled in dealing with customer issues in challenging situations.
• Attention to detail and accuracy to mitigate risk.
• Excellent organizational skills to direct workflow, balance assignments, and ensure consistent scheduling.
• Thorough knowledge of Retail office operations, including complex transactions, Bank policy and procedures, and Risk Management policies.
• Ability to assess Retail branches within the area for actions to increase production, improve efficiency, reduce risk, and improve operating quality.
• Ability to communicate effectively with customers, team members, and all levels of management.
• Ability to motivate employees to provide excellent customer service, demonstrate initiative, and maintain operational soundness.

ADA Requirements

The physical demands described are representative of those that must be met to successfully perform the essential functions of this job. The work environment characteristics described are representative of those encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
• Occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision.
• The noise level in the work environment is usually moderate.

Pay

Pay Range: $85,000 - $130,000 annually. Eligible for Retail Incentive Plan AIP Bonus up to 15%. Final compensation package will be determined by work experience, education, and skill level of the applicant, along with internal equity and geographic market data.

Benefits

Employees working 25 hours or more per week are eligible for health benefits effective the first day of the month following or coinciding with their date of hire. Benefits include:

• Medical, prescription, dental, and vision coverage for employees and their eligible family members.
• Employer-paid Employee Assistance Program, Life Insurance, AD&D, and Disability benefits.
• Health Savings Account with employer contribution.
• Healthcare and Dependent Care Flexible Spending Accounts and Commuter/Parking Benefit.
• 401(k) and Roth 401(k) with company contribution.
• 529 Education Savings plan, Tuition Reimbursement Program, and Student Loan Assistance Program.
• Supplemental Health plans, Voluntary Legal, and Identity Theft Services.
• 11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 16 hours of paid volunteer time throughout the calendar year.
• Free personal checking and savings account; Discounted rates on primary residence loan with $0 origination fees (restrictions apply).