Division Operations Manager I

Responsibilities

• Leads transformational change such as technology upgrades, product updates, digital and self-service options in the branch by ensuring team member readiness via onsite or virtual communications, skill development and reinforcement.
• Partners with Senior Division Operations Manager (SDOM) to assist with functions of the division, including staffing and managing employee issues related to non-sales activities.
• Analyzes existing processes and recommends new or updated processes, procedures and/or solutions with detailed reasoning and planning that will lower cost and maximize team efficiency.
• Is the Subject Matter Expert and applies critical thinking skills to assess and resolve complex branch and customer issues.
• Conducts branch operational assessments and identifies exceptions. In cooperation with SDOM, creates plan for remediation. Coaches branch management and staff in developing processes to ensure operational integrity.
• Through branch visits, observes and evaluates customer interactions and provides observation and feedback to ensure high customer service levels.
• Provides training and mentorship and identifies candidates for career progression.
• Conducts Service Excellence Manager meetings, with the support and guidance of the SDOM, to disseminate and discuss new and revised initiatives in operations, sales, service and compliance. Actively contributes to branch and division sales and service meetings.
• Conducts research to address customer complaints and assists in suggesting course of action. Effectively balances customer satisfaction to risk.
• Presents feedback and guidance on branch HR issues, including employee disputes, performance issues, correction active and terminations.
• Acts as liaison between branches and back office departments including: legal, deposit operations, AML and Retail Banking.
• Assists the SDOM to implement the opening, relocating, and closing of branches.
• Acts as the liaison to seek resolution of significant branch cash differences and general ledger situations. In collaboration with Corporate Secu and HR, conducts research regarding targeted issues, such as disappearance of cash, false proofs and unresolved general ledger differences. Assists Corporate Security by providing post branch robbery support.
• Prepares Incident Reports regarding customer fraud and losses. Provides guidance for resolution, employee coaching and policy revisions.
• When identified, reports unusual customer and employee activity under AML/BSA guidelines.
• Partners with management on escalation and resolution of branch IT and facility issues. Reviews Everything Speaks submissions.
• Reviews and approves branch reports and SOX certifications on the RBME portal.
• Partners with management to oversee and field questions around branch daily large overdraft decisioning, non-post processing and branch cash management.
• Accepts and executes other duties and responsibilities as assigned, to include special projects, ad-hoc committees, etc.

Required Skills

• Strong business acumen.
• Ability to manage multiple priorities and meet deadlines.
• Ability to make sound business decisions in a fast-paced work environment.
• Strong organizational and interpersonal skills.
• Ability to leverage critical thinking skills to analyze and solve problems.
• Able to present a confident and professional demeanor to establish trust and convey knowledge.
• Excellent level of knowledge of general banking practices, regulations and Valley procedures.
• Ability to read, analyze, and interpret general business periodicals, reports, professional journals, technical procedures, or governmental regulations.
• Ability to interpret report results and formulate changes or improvements in response to results.
• Ability to write reports and business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, customers and staff.
• Intermediate PC skills including Microsoft Word, Excel, PowerPoint.
• Highly developed organizational skills and attention to detail.

Required Experience

• High School Diploma or GED.
• Minimum of 5 years of related experience in branch account opening and/or branch management development experience.