Branch Operations Quality Controls Manager

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Title:

Branch Operations Quality Controls Manager

Reports to:

Director of Operations

Supervises:
Operations Quality Controls Specialist

Status:
Exempt

Objective

The Branch Operations Quality Controls Manager leads branch operational excellence by overseeing quality control programs, audit readiness, risk mitigation, cash management, and operational compliance across the organization. This role drives consistent execution of internal controls, supports audit and regulatory activities, manages remediation efforts, and serves as a strategic partner to branch leadership. Through process improvement, training, and cross-functional collaboration, the position enhances operational efficiency, strengthens compliance, and elevates the member experience.

Duties and Responsibilities

Operational Leadership & Branch Oversight

• Provide leadership and oversight of branch operational functions to promote consistency, efficiency, compliance, and service excellence across all branch locations.
• Direct and supervise the daily activities of assigned associates to ensure operational objectives and service standards are met.
• Provide coaching, guidance, and ongoing development to support associate growth and performance.
• Executes onboarding, training, and performance management activities for direct reports
• Conduct regular branch operational visit reviews to evaluate controls, reinforce standards, communicate findings, and provide recommendations and support to branch leadership.
• Oversee completion and accuracy of branch quality control reviews and operational assessments.
• Monitor corrective action plans and drive remediation efforts related to audit findings, operational exceptions, and control deficiencies.
• Prepare and communicate branch quality control results, trends, and remediation activities to leadership.

Cash Management & Operational Administration

• Direct branch cash management activities, including cash ordering, inventory optimizations, and cash limit management.
• Analyzes branch cash usage trends and conducts periodic cash evaluations to recommend adjustments to cash limits and inventory levels.
• Oversee cash recycler administration, maintenance coordination, and vendor service management.
• Administer operational systems and platforms, including user access, security controls, and enrollment management.
• Manage Remote Deposit Item reporting and related operational administration.
• Support operational resource management, including supplies, equipment, vendors, and branch support functions.

Quality Control, Compliance & Controls Management

• Lead the coordination and execution of operational Quality Controls, risk assessments, and examinations.
• Partner with Internal Audit, Risk Management, Compliance, Legal, and external Auditors to maintain a strong control environment.
• Coordinate Audit responses, monitors remediation efforts, and provides status reporting to leadership.
• Oversee recurring operational quality control reviews across branch systems, technologies, tools, and processes.
• Supports internal audits, external audits, regulatory examinations, and risk assessments.
• Identifies trends, control gaps, and process improvement opportunities that enhance compliance, strengthen controls, and mitigate operational risk.

Training, Process Improvement & Operational Excellence

• Coordinate and deliver quarterly Concierge training and other operational training programs
• Ensure branch operational procedures remain current, efficient, and aligned with organizational expectations.
• Serve as a subject matter expert for branch operations, internal controls, fraud prevention, check hold regulations, and government-related item processing.
• Drive operational process improvement that strengthen risk controls, increase efficiency, and enhance the member experience.
• Support operational readiness related to new products, services, technologies, and regulatory requirements.

Project Leadership & Strategic Initiatives

• Participate in cross-functional projects, leads operational initiatives, and is active in organizational committees.
• Collaborate across departments to optimize operational processes, improve compliance and support strategic initiatives.
• Analyze operational performance metrics and…