Senior Retail Operations Specialist

Description

POSITION SUMMARY: 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.

Working closely with the Director of Retail Operations, this position plays a critical role in overseeing day-to-day operational performance, supporting enterprise initiatives, and serving as a subject matter expert for retail systems, procedures, and controls.

KEY RESPONSIBILITIES:

Retail Operations Leadership & Process Optimization

• 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.
• Assist in the strategic administration, monitoring, and optimization of the Bank’s ATM network, including vendor coordination and performance oversight.

Operational Oversight & Risk Management

• 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.
• Oversees the development and execution of standard operating procedures, ensuring effective risk management and regulatory compliance.
• Collaborates 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.

Project Management & Strategic Initiatives

• 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.

Retail Education & Development

• 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.

Community/public relations: Actively participate in community organizations and events. Represent the Bank in the community.

Other duties: Demonstrate reliable attendance and punctuality. Handle telephone…