Senior Retail Operations Specialist
About the role
The Senior Retail Operations Specialist serves as a key partner to Retail leadership, ensuring the effective execution, optimization, and governance of retail banking operations across all branch locations. This role is responsible for driving operational excellence, supporting customer-facing systems, and leading process improvement initiatives that enhance both employee efficiency and customer experience.
Responsibilities
- Partner with Retail and Operational teams to evaluate, standardize, and continuously improve teller and account opening procedures.
- Proactively identify operational inefficiencies and recommend scalable, risk-conscious solutions to enhance productivity, compliance, and customer experience.
- Serve as a subject matter expert on deposit operations, account opening, and retail transaction workflows, providing guidance and escalation support across the branch network.
- Oversee deposit account processing, instant issue card printers, Teller Cash Recyclers (TCRs), and other critical retail systems.
- Aid in the strategic administration, monitoring, and optimization of the Bank’s ATM network, including vendor coordination and performance oversight.
- Execute and oversee daily, weekly, monthly, and annual reporting, ensuring accuracy, timeliness, and actionable insights for leadership decision-making.
- Conduct and coordinate comprehensive branch audits, including annual surprise cash audits, to ensure adherence to internal controls, policies, and regulatory requirements.
- Support user access management, including system permissions, teller assignments, and password resets, ensuring compliance with security protocols and audit standards.
- Support retail system upgrades and changes, including testing, updates, and rollout to ensure smooth implementation.
- Oversee the development and execution of standard operating procedures, ensuring effective risk management and regulatory compliance.
- Collaborate closely with the Risk Department to mitigate business risks through effective procedure management and control oversight.
- Maintain a high standard of confidentiality and professionalism when handling sensitive customer and operational data.
- Provide leadership support and operational oversight in the absence of the Director of Retail Operations, ensuring continuity of operations, timely decision-making, and alignment with strategic objectives.
- Actively contribute to Retail and enterprise-wide initiatives, supporting project implementation, testing, and rollout of new systems, products, and process enhancements.
- Collaborate with cross-functional teams to ensure alignment between Retail Operations and broader organizational objectives.
- Provide recommendations and insights to leadership based on operational data, trends, and frontline feedback.
- Partner with the Retail Operations Manager to design, develop, and maintain comprehensive training materials, job aids, and operational resources.
- Analyze training effectiveness and operational performance data to identify knowledge gaps and support targeted development initiatives.
- Serve as a mentor and resource to retail staff, reinforcing best practices and fostering a culture of continuous improvement and operational excellence.
- Support Bank products/services: Maintain knowledge of current Bank products and services. Actively utilize as many Bank products and services as possible in order to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers.
Qualifications
- High school graduate.
- At least 5 years’ experience in retail banking, including account opening or branch operational experience.
- Experience on the Fiserv system is desirable.
- Proficiency in Microsoft Office is required, including Outlook, Excel and Word.
Skills
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to prioritize and organize workflow.
- Good attention to detail.
- Ability to handle multiple jobs.
- Ability to analyze problem situations and determine appropriate options for resolution of the issue.
- Ability to communicate clearly by telephone.
- Ability to lift files and other documents of approximately 20 pounds.
- Knowledge of current Bank products and services.
Benefits
Salary Range: Compensation for this position is based on knowledge, skills, experience, and demonstrated competency within the role. Developing - Minimum: $47,017 Proficient - Midpoint: $65,352 Exceptional - Maximum: $83,690
Pay
Compensation for this position is based on knowledge, skills, experience, and demonstrated competency within the role. Developing - Minimum: $47,017 Proficient - Midpoint: $65,352 Exceptional - Maximum: $83,690
Schedule
Compensation for this position is based on knowledge, skills, experience, and demonstrated competency within the role. Developing - Minimum: $47,017 Proficient - Midpoint: $65,352 Exceptional - Maximum: $83,690