Branch Operations Manager - Commerce - Danbury, CT

About the Role

The Branch Operations Manager works with the Branch Manager to oversee branch operations and meet sales and service goals. This role assumes all Branch Manager responsibilities in their absence.

Responsibilities

• Customer Service
  • Coach team members to deliver on USB’s Customer Service Commitment Charter and brand values.
  • Lead by example to create a positive, friendly, and welcoming branch environment.
  • Ensure staff adhere to USB Quality Service Standards, including the “it takes two to say no” guideline.
  • Drive positive customer service survey results and successful customer retention.
  • Handle transactions accurately and efficiently, respecting customer time.
  • Serve as a resource for resolving customer service issues; escalate to higher management when needed.
  • Respond to customer complaints within 2 business days and resolve promptly.
  • Set clear expectations for clients and ensure follow-up occurs.
  • Maintain confidentiality and privacy of customer information.
  • Participate in community service activities and promote lobby engagement.
  • Maintain branch appearance, facilities, and order maintenance as needed.
• Risk & Operations
  • Maintain branch safety and soundness by ensuring operational excellence.
  • Ensure adherence to all policies and procedures; correct audit violations.
  • Monitor and manage branch RCI, overdrafts, and charge-offs.
  • Process RIM within authorized limits.
  • Comply with S.A.F.E. Act regulations, including updating registration information and providing N.M.L.S. number upon request.
  • Perform customer transactions accurately and timely.
  • Comply with Fair Lending and UDAAP regulations.
  • Ensure all account documentation is scanned to Bank Operations promptly and follow up with team members as needed.
• Finance Management
  • Work with the Branch Manager to achieve branch profitability goals.
  • Review profit center accounting reports and implement strategies to improve revenue and efficiency.
  • Coach Service Reps to address customer fee concerns with appropriate solutions.
• Sales
  • Assist the Branch Manager in tracking, strategizing, and achieving sales and service goals.
  • Coach team members to proficiency in USB’s sales and service process and ensure accountability.
  • Demonstrate urgency in achieving branch deposit, loan, investment, and cross-sell goals through individual production.
  • Provide feedback and coaching on sales and service results.
  • Maintain working knowledge of all USB products and services; educate and reinforce them with staff.
  • Stay current on products/services from other business lines to aid cross-selling efforts.
  • Model USB’s sales and service process and promote the use of tools, job aids, and playbooks.
  • Actively source and facilitate Bank at Work opportunities.
  • Maximize in-branch customer interactions to promote USB’s value and deepen customer relationships.
• Human Resources
  • Develop and retain high-performing team members through coaching and leadership.
  • Provide timely and meaningful coaching feedback.
  • Motivate personnel and foster workplace enthusiasm; provide professional growth opportunities through training.
  • Minimize employee turnover due to job dissatisfaction.
  • Ensure team members are dressed professionally.
  • Manage staffing schedules to ensure a quality customer experience.
  • Oversee HR processes for direct reports, including performance reviews, recruitment, training, interviews, and disciplinary actions.
  • Participate in the interviewing process for new staff members.

Location

This position is located at the Commerce Branch: 71 Newtown Rd., Danbury, CT.