Senior Branch Ops & Service Program Manager

Position Function:

Responsible for managing the operational effectiveness of the branch delivery channels, while maintaining regulatory and financial controls standards. Manages the change process and collaborates with appropriate parties to refine, modify, create, and implement process design. Oversees all projects and initiatives impacting branch channel. Manages the Branch Support Manager, responsible for hiring, staffing, and onboarding of all branch staff, and the Business Unit Compliance Officer (BUCO), which maintains the Compliance for all branches and Branch Administration.

Manages a team of Branch Service Officers, responsible for conducting Branch Certifications and ensuring that all branches are in compliance and prepared for Audits. Manages a team of Universal Banker Support employees responsible for branch staffing coverage.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

• People Management:
  • Attracts, develops, and manages direct reports in the Branch Banking Service team (Branch Support Manager, Business Unit Compliance Officer, Branch Service Officers, Branch UB Support).
  • Manages the screening and hiring process for all branch staff, Branch Banking Service, the UB Support Pool, and other related staffing activities.
  • Coordinates with Market Managers on Branch Support Requests.
  • Provides Branch Banking leadership support in resolving staffing or operational problems.
  • Works closely with Branch Management to draft and generate Corrective Action Requests to employees while identifying methods for improvement.
• Operations:
  • Manages all branch services, operations, scheduling, appointments, and communications.
  • Manages the Branch Certification Program.
  • Analyzes, develops, and implements processes, controls, and operational productivity plans designed to include recommended automation solutions, maximize and enhance Branch channel usage, improve efficiency, reduce errors, improve cycle times, and increase employee productivity in alignment with operational goals and objectives.
  • Periodic review of branches to ensure operational effectiveness and compliance with bank and regulatory requirements and controls; identifies branches at risk and monitors implementation of corrective actions and required improvements.
  • Creates, reviews, and maintains Branch Certification Program, review, and grading and works closely with Branch Management and Market Managers to clearly communicate steps to take immediate improvement.
  • Works closely with Audit Department to plan, coordinate, and debrief branch audits.
  • Manages the Branch Channel Communications (Communication Line).
  • Works with all Lines of Business to communicate all initiatives, updates, Security Concerns, Process changes, Product promotions, etc. to the branches in a timely manner. Includes links to resources for branch success.
  • Manages the Branch Staffing Scheduler (Verint Workforce Management).
  • Quarterly review of branch attributes and hours; analyzes staffing data to determine FTE / branch hour changes.
  • Ensures all branches are scheduling in accordance to standards and are further available for appointment scheduling.
  • Problem resolution, inclusive of submitting service tickets through vendor
  • Maintains appropriate staffing strategies in branches to ensure optimal service and productivity levels, high standards of customer experience.
  • Manages turnover ratio, works with Market Manager with any branch staffing trends and problem resolution.
  • Manages staffing/scheduling model for branches; analyzes data for justification of position replacement requests.
  • Produces monthly reporting to support staffing levels.
  • Manages the Bank Appointment Scheduler (Engageware).
  • Creation of new and…