Operations Manager

About the role

Oversee and manage the operational efficiency and compliance of the branch while supporting the delivery of exceptional customer service. Supervise operational staff, ensure compliance with bank policies and regulatory requirements, and identify opportunities to improve branch processes. Collaborate with the Branch Manager to achieve branch goals and foster a professional, customer-focused environment.

Responsibilities

• Oversee all operational functions of the branch, ensuring compliance with bank policies, procedures, and regulatory requirements.
• Supervise and support operational staff, including tellers and other branch personnel, in managing day-to-day branch operations.
• Monitor and evaluate branch workflows to identify opportunities for process improvements and efficiencies.
• Ensure proper cash management, including vault operations, ATM balancing, and branch cash levels.
• Conduct periodic audits and reviews of operational processes to maintain compliance and minimize risks.
• Provide guidance, support, and training to operational staff to ensure adherence to policies and procedures.
• Serve as a resource for resolving escalated operational issues or customer concerns.
• Mentor team members, fostering a collaborative and professional environment.
• Develop employees to be trained in most Ops functions and how to proactively identify value-add opportunities and refer clients to PBO or BM.
• Assist the Branch Manager with staffing decisions, scheduling, and performance management for operational employees.
• Promote a culture of exceptional customer service by ensuring operational processes align with customer needs.
• Support branch staff in addressing and resolving complex customer concerns related to branch operations.
• Collaborate with the Branch Manager to develop strategies that enhance customer satisfaction and retention.
• Ensure the branch complies with federal and state banking regulations, including BSA, CRA, and other compliance standards.
• Monitor daily operations for potential risks and take appropriate action to mitigate issues.
• Maintain accurate records and documentation to support compliance and risk management efforts.
• Oversee the preparation and submission of required reports to internal and external stakeholders.
• Manage operational tasks, such as maintaining branch supplies, overseeing facility needs, and ensuring proper functioning of equipment.
• Participate in special projects, system updates, or procedural changes that impact branch operations.
• Support the Branch Manager in achieving branch goals and contribute to strategic initiatives.
• Actively contribute to the sales success and goals of the office by collaborating with BM and PBO.

Requirements

• Bachelor’s degree in accounting, business administration, or related field or equivalent experience.
• Minimum five years of experience in banking and three years of experience in a supervisory position.
• Strong leadership, organization, and problem-solving skills.
• Comprehensive knowledge of banking policies, regulations, and operational procedures.
• Excellent communication and interpersonal skills, with the ability to mentor and support team members effectively.
• Proficiency with banking systems and basic computer applications.

Skills

• English: Written (Advanced), Verbal (Fluent)
• Additional languages: Korean preferred

Pay

Salary range: $71,000 - $80,000 annually, plus bonus and benefits.