SUMMARYWorks under the general supervision of the Branch/Area Manager. Responsible for the efficient operation of the Bank's branch network, including operational integrity, efficient branch processes, bank products, service standards, security and safety in accordance with the Bank's objectives. Provides a superior level of customer service and promotes the service and sales culture through coaching, guidance and staff motivation. Provides leadership, training and supervision to the branch staff.
Maintains an expertise in risk management and branch policies and procedures and is responsible for monitoring and auditing the branch offices for compliance with policies and procedures. Acts as a point of escalation for questions or problem resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIES- Ensures client satisfaction and account retention through quality service
- Handles client requests and complaints with prompt, professional, and courteous attention Understands and complies with Bank policies, procedures, and regulations governing job responsibilities
- Responsible for transaction approvals within assigned limits
- Lead and actively participate in daily warm up and monthly branch staff meetings and discusses branch products, sales, service and soundness. Ensures that all employees are well versed in all Bank products
- Holds keys and Alarm Code to the branch; Opens and closes the branch
- Responsible for staffing, branch performance, appraisals, promotions, salary actions, and terminations:
- Plans and adheres to staffing budget
- Minimizes employee turnover rate
- Provides the accurate and timely presentation of Performance appraisals, counseling's and status changes.
- Exercise sound judgment and compliance with policy regarding promotion and salary actions.
- Responsible for employee development and provides training as needed
- Responsible for ensuring satisfactory audit ratings; managing critical operational metrics to minimize risks and losses; maintaining ambitious standards for control/certifications, monetary transactions, security, and account opening activities; ensuring the branch staff is trained and follows policies and procedures; and operating within the Bank's guidelines
- Communicates Bank policies, procedures and regulations to branch personnel and ensures all staff members are familiar with and aware of any changes
- Identifies opportunities for process improvement to optimize branch operational performance Reviews and analyzes existing business-specific work processes. Proposes and prioritizes changes and improvements for the branch environment. Serves as a "champion" for process changes and initiatives
- Prepares reports and completes special projects as requested by management
- Participates in training deemed necessary by the Bank
- Achieves individual as well as branch goals and contributes to the success of the Bank
- Branch Operation Managers are expected to know and follow the Bank's compliance policies and procedures as required by the Compliance Department.
ADDITIONAL RESPONSIBILITIES- Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management
- Demonstrates high level of quality work, attendance and appearance
- Adheres to all Company Policies & Procedures and Safety Regulations
- Adheres to local, state and federal laws
- Understands and complies with all company rules and regulations
- Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions, as they apply to your position and job responsibilities, with an emphasis on the BSA/AML/CIP, Consumer Privacy, Regulation CC, Information Security, Bank Protection Act, FACT-Identity Theft, Information Technology and GLBA.
- Additional duties as assigned as it relates to the position
SUPERVISORY RESPONSIBILITIESThis position does have supervisory responsibilities
MINIMUM QUALIFICATIONS- Basic knowledge of retail product philosophy, policy, procedures, documentation and systems
- Thorough knowledge of all retail products and services
- Proven client service and interpersonal skills
- Effective selling, cross selling and referral skills
- Strong mathematical, problem-solving, and negation skills
- Ability to analyze client credit data and other related financial information
COMPETENCIES:- Adaptability
- Communication
- Decision Making
- Initiative
- Innovation
- Motivator
- Organization
- Professionalism
- Results Orientated
PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.
Standing, walking and squatting less than fifty percent of the work shift
Required to lift, move and carry up to 40 pounds
Ability to read, count and write to accurately complete all documentation and reports
Must be able to see, hear and speak in order to communicate with employees and other customers
Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
WORK ENVIRONMENT: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.
The work space is clean, orderly, properly lighted and ventilated with the proper safety compliance
Noise levels are considered moderate.
Pay Range: $75,000 - $85,000 per hour
