Branch Operations Manager - Scarborough

About the Role

This position oversees tellers and customer service staff while managing branch operations to ensure high-quality customer service and operational excellence under the direction of the Market Manager.

Responsibilities

• Provide feedback and present ideas for improving customer experience.
• Assist the Market Manager with outreach initiatives to existing and potential customers, as well as supporting customer service activities.
• Perform the duties and responsibilities of the Market Manager in their absence.
• Build relationships with new and existing customers by identifying their needs and determining appropriate deposit, consumer loan, or residential loan products or services.
• Refer customers to other bank personnel when necessary.
• Supervisory duties include:
  • Follow the Affirmative Action Plan when selecting the best-qualified candidates for open positions.
  • Provide orientation and training for new employees.
  • Assign work to employees and communicate performance expectations.
  • Lead weekly (daily preferred) staff meetings focused on branch procedures.
  • Conduct regularly scheduled one-on-one performance appraisals, with a written appraisal at least once annually.
  • Recommend performance awards and/or increases when appropriate.
  • Approve time cards/attendance sheets and resolve time-off requests.
  • Participate in workplace health and safety management activities.
  • Address and resolve employee concerns and complaints.
  • Address performance issues promptly.
  • Coach and mentor employees through training courses offered by Learning and Development.
  • Develop branch staff to be proficient in their individual roles (e.g., teller, CRA, or CRO).
  • Consult with Human Resources as needed.
• Maintain thorough knowledge of federal and state banking regulations and ensure compliance in teller and customer service operations.
• Serve as the branch’s primary contact for internal audit, compliance, operations, and networking.
• Maintain a strong understanding of the bank’s electronic delivery systems for consumer and business customers.
• Develop a general understanding of all consumer and commercial loan products.
• Perform other miscellaneous duties or special assignments as required.
• Perform duties of customer service representative, teller, and other operational positions as needed.
• Assist the Market Manager with consumer loan interviewing, processing, underwriting, and boarding loans.
• Assist in attaining sales goals, including developing internal sales initiatives and staff training.
• May assist the Market Manager in community activities.
• Attend all required meetings and training.
• Comply with federal and state banking regulations, as well as bank and department policies and procedures.
• Serve on various committees as assigned.

Qualifications

• High school graduate or equivalent; college degree preferred.
• Three to five years of progressively responsible experience in a financial institution with a background in retail banking operations, lending, and supervision or management.
• Excellent supervisory, customer service, sales, organizational, and verbal and written communication skills.
• Computer literate, with experience in Microsoft Office products, especially Word.
• Expert knowledge of teller and customer service representative (CSR) procedures, rules, and regulations.

Skills

• Able to work harmoniously, professionally, and effectively with others, focusing on teamwork to achieve bank goals.
• Ability to read documents and computer screens, communicate in person and via telephone, and use computers and office equipment.
• Dependable with strong punctuality and attendance standards.
• Ability to travel to all bank locations.
• Capable of lifting items weighing approximately thirty-five pounds.

Working Conditions

• Physical surroundings are generally pleasant and comfortable, with protection from weather conditions but not necessarily from temperature changes.
• May sit or stand with freedom of movement on a regular basis.
• Operation of computers and other office equipment requiring dexterity and coordination, with frequent use of hands.
• Must be capable of performing all duties and responsibilities, either unaided or with reasonable accommodation, as determined by management.