Branch Operations Manager

About the role

The Branch Operations Manager oversees the daily operations of a small, two-person cashless branch, ensuring efficient operations, regulatory compliance, and a consistently high-quality client experience. This role serves as the primary on-site operational leader, supervising branch staff and managing internal controls, procedures, and service delivery. The Operations Manager partners with a remotely based sales manager to support branch performance and client growth while maintaining accountability for operational effectiveness and risk management.

Responsibilities

• Oversee daily branch operations to ensure efficiency, accuracy, and adherence to bank policies, procedures, and internal controls.
• Monitor operational workflows and documentation to ensure compliance with regulatory and audit requirements.
• Identify process improvement opportunities to enhance service delivery and operational effectiveness.
• Serve as the primary escalation point for operational issues, procedural exceptions, and risk-related concerns.
• Directly supervise assigned branch staff, including scheduling, workflow coordination, and task delegation.
• Provide ongoing coaching, performance feedback, and support professional development.
• Ensure staff are trained and informed on policies, procedures, system updates, and regulatory changes.
• Promote a culture of accountability, collaboration, and service excellence.
• Ensure a consistent, high-quality client experience across all branch interactions.
• Address and resolve client inquiries, concerns, and complaints in a timely and professional manner.
• Support staff in identifying client needs and delivering appropriate banking solutions.
• Partner with a remotely based sales manager to support branch performance and alignment with sales strategies.
• Support branch-level sales activities while maintaining primary accountability for operational execution.
• Facilitate communication and coordination between branch staff and sales leadership.
• Ensure compliance with all applicable banking laws, regulations, and internal policies, including BSA and consumer protection requirements.
• Complete required reporting and documentation accurately and on time.
• Collaborate with Compliance, Risk, IT, and other internal partners to address issues and implement best practices.
• Complete all assigned mandatory compliance training on time.

Requirements

• 2 years of experience in banking or financial services operations.
• 1 year of experience with direct staff supervision (e.g., scheduling, task assignment, performance feedback).
• Experience overseeing daily branch or department operations, including transactional accuracy and workflow execution.
• Experience working under regulated financial services requirements, including compliance with internal controls and applicable laws (e.g., BSA, consumer protection).
• Experience completing or supporting operational audits, reviews, or compliance reporting.
• Experience using banking systems and internal documentation tools to complete operational reporting and recordkeeping.

Qualifications

• Experience managing or supporting operations in a retail bank branch environment.
• Experience serving as an escalation point for operational issues or client concerns.
• Experience partnering with remote or matrixed managers (e.g., sales or functional leaders).
• Experience supporting client service resolution within a financial institution.
• Experience collaborating with internal partners such as Compliance, Risk, Audit, or IT.
• Familiarity with branch performance metrics or operational reporting tools.