Retail & Operations Manager

About the role

Wilson Bank & Trust is a purpose-driven organization committed to serving communities and supporting its employees. The Retail & Operations Manager position is a chance to become a cornerstone in your community and a lifelong partner in people’s financial journeys.

Position Summary

The Retail & Operations Manager I is responsible for monitoring and coaching branch performance, supervising and mentoring staff, communicating updates, authorizing certain approvals, and facilitating various processes to ensure compliance and service excellence.

Position Duties & Responsibilities

• Develop working action plans for branches or team members including specific touch points to monitor progress
• Supervise, train, and mentor staff. Identify professional development opportunities and provide performance feedback on an ongoing basis
• Communicate updates to policy or procedures as needed
• Conduct monthly virtual meetings with branch managers to review audit results, market trends, etc.
• Authorize certain approvals including check card limits, wires, and deposit rates
• Sign off on policy deviations for deposit account decisions
• Monitor all types of exceptions for problem areas and work to determine methods to prevent
• Review and coach on branch audit findings to reduce repeat findings
• Monitor and address teller and branch cash totals and outages
• Facilitate timely clearing of unposted items
• Review sales vs target with branch management. Assist in determining root cause of deficit and develop working action plans
• Address audit findings and partner with Learning & Development to facilitate appropriate training as needed
• Collaborate with Learning & Development to deepen product knowledge and increase referrals
• Attend branch huddles on a regular basis
• Champion new campaigns and coach branch sales managers on how to promote and recognize opportunities in the market such as referrals, cross-sales, etc.
• Review any service metrics and partner with branch manager and Learning & Development for those needing improvement
• Review closed account trends and make recommendations as appropriate
• Coach team members on handling escalated customer concerns in a timely and accurate manner
• Collaborate with Customer Experience team to identify opportunities for growth within current customer base or market
• Review all market mystery shops and follow up with customers who leave specific feedback
• Manage new branch openings
• Manage the Region’s Floaters and Business Bankers
• Collaborate with Learning & Development to confirm all required training has been completed
• Analyze staffing needs for each branch. Assist managers in staff management utilizing staffing model and floating staff
• Conduct initial applicant interviews for branch staff, excluding lenders
• New team member touch points: Schedule one-on-one sessions throughout training to evaluate understanding. Meet with new team members to observe interactions and answer any questions they may have
• Confirm team member performance appraisals are completed on a timely basis
• Partner with Human Resources regarding staffing needs and employee matters
• Manage vacation schedules and time off approvals
• Adhere to compliance with all federal bank regulations and laws, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, participating in professional associations, and attending bank-sponsored or required training
• Participate in outside community activities as required
• Perform other duties as assigned

Required Qualifications

• High School diploma or GED
• 3 years of retail banking experience, previous lending experience preferred
• 3 years of supervisory or leadership experience
• Proficient with Microsoft Office and other standard software applications
• Effective verbal and written communication skills to include public speaking
• Excellent interpersonal, critical thinking and problem-solving skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Able to demonstrate flexible and efficient time management and ability to prioritize workload
• Self-starter, positive and enthusiastic, with a desire to exceed expectations and ability to lead a team
• Maintain a professional demeanor at all times, using appropriate levels of confidentiality and discretion
• Ability to effectively work in collaboration with others to achieve business objectives
• Willing to grow and be challenged

Comprehensive Benefits & Recognition

We offer an all-inclusive total compensation package, including generous ATO, personal days, sick time, and unique offerings such as the ability to combine accrued time with short-term disability for 100% pay. Our Employee Assistance Program and Employee Care Fund provide additional support when you need it most. We celebrate achievements through peer-nominated award ceremonies and an interactive digital rewards platform, ensuring employees’ contributions are recognized companywide.