Operations Lead

Responsibilities

• Mentor, coach, and support the teller line and personal bankers in the areas of scheduling, accuracy, compliance accountability, cross-sell of bank products and delivering superior customer service.
• Lead and supervise risk and the operations of teller functions to deliver exceptional customer service and colleague experience, and related processes.
• Make decisions and resolve issues related to daily operations of the teller line and personal banking staff, under the direction of the Market Manager/Branch Manager.
• Provide customer service to customers by opening new accounts, verifying account balances, processing stop payment orders, printing debit cards, resolving digital banking issues, assisting customers with safe deposit boxes, and back-up for teller line as needed.
• Encourage teamwork, communication, and collaboration, while assisting in the ‘Can Do’ spirit of the organization.
• Aid in hiring, scheduling, training, and monitoring the work of all direct reports.
• Audit all teller and new account functions to ensure compliance with bank policies and procedures as well as regulatory guidelines and applicable laws.
• Plan, schedule, and coordinate department work activities to resolve smooth data processing and operational functions.
• Uphold complete confidentiality of information processed.
• Handle complaints, arbitrates disputes, and resolves grievances where only exceptions require the concurrence of the Branch Manager, Market Manager, and/or SVP-Sr. Operations Manager.
• Prepare performance evaluations and take corrective action as necessary to improve the performance of their direct report(s).
• Support the bank's computer and accompanying programs with knowledgeable, efficient, and accurate operational support.
• Maintain good working relationships with customers and employees and promote a positive public image within the community.
• Assist in administration of various bank programs, employee, and customer events.
• Review, recommend, and implement new methods or workflows that increase the efficiency and effectiveness of daily operations.
• Cross-sell all other bank services.
• Resolve issues and implement plans to address deficiencies resulting from Internal and/or external audit examinations.
• Obtain and maintain a working knowledge of regulatory requirements as they relate to safety and soundness, compliance, and operations.
• Assign the workload of the Operations Lead’s direct reports, ensuring they are properly trained to perform their duties, evaluate their performance, and recommend any disciplinary action if necessary.
• Aid the human resources department in staffing the Branch Operations Department which includes interviewing, hiring, promoting, and terminating.
• Ensure proper coverage and staffing for all direct reports which includes reviewing and approving time off requests and timesheets.

Requirements

• High School diploma or GED, Etc.
• Continuing Education to maintain job knowledge.
• Three to Five years of banking experience.
• Three to Five years of customer service experience.
• Proficiency in Microsoft Suites.