Regional Lobby Services Manager

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Regional Lobby Services Manager

The Regional Lobby Services Manager role will manage all aspects of financial center operations in the Dallas/Ft. Worth Metroplex.

The position will be accountable for customer satisfaction and ensure the financial center is compliant with all bank policies and procedures. They will be responsible for overseeing and supervising bank Lobby Service Representatives (LSR). Supervises employees by setting and assessing performance goals and establishing work schedules and priorities. The Regional Lobby Services Manager role will work in tandem with the other Lobby Services Manager and the Deposit Services Director to create and maintain a cohesive and consistent set of policies and procedures for the Lobby Services area.

• Lead and oversee the daily operations of Lobby Services, ensuring compliance with bank policies, procedures, regulatory requirements, and customer service standards.
• Partner with the Director of Deposit Services and fellow Lobby Services Managers to develop, maintain, and communicate operational policies, procedures, and best practices.
• Develop, coordinate, and deliver training programs that support operational excellence, regulatory compliance, and exceptional customer experience across all financial centers.

• Serve as a subject matter expert for branch operations, providing guidance, support, and escalation assistance for complex customer issues, operational concerns, and policy interpretation.
• Participate in the development, testing, implementation, and support of new products, services, software, and operational initiatives affecting retail banking operations.
• Foster strong working relationships with branch personnel and operational departments, including Call Center, Quality Control, and Deposit Operations teams, to promote collaboration and consistent service delivery.
• Monitor branch operational performance and provide recommendations to leadership regarding process improvements, training needs, compliance concerns, and service enhancements.
• Ensure adherence to all applicable banking regulations, including BSA/AML, OFAC, CIP, and internal operational controls designed to safeguard customers and bank assets.
• Maintain expertise in retail banking products, account opening procedures, teller operations, safe deposit services, ATM operations, and related banking systems.
• Provide branch support for all LSRs/Tellers and coverage in DFW as needed, including customer service, account opening, teller transactions, transaction approvals, and operational assistance within the assigned market.
• Coach, mentor, and support branch personnel to enhance performance, accountability, and customer relationship management.
• Ensure completion of required training and professional development activities.
• Perform other duties and special projects as assigned.

• Must be proficient with 10-key (by touch); alpha/numeric data entry; spreadsheets, word processing, basic typing and excellent PC skills. Must demonstrate strong proficiency in Microsoft Excel and financial spreading software. Must possess computer proficiency with a working knowledge of Microsoft Office Suite applications.
• COMMUNICATION
  
  SKILLS:
  
  Ability to read, analyze and understand general business- and company-related materials; ability to speak effectively with customers and employees. Must possess excellent interpersonal and customer service skills, along with strong written and verbal communication skills. Ability to make personal connections, engage and educate customers, ask open-ended questions, and use active listening skills to establish trust and build lasting customer relationships.
• MATHEMATICAL
  
  SKILLS:
  
  Ability to calculate figures & amounts such as discounts, interest, and percentages; ability to apply basic math concepts to practical situations. Thorough understanding of financial products, services, and account structures required.
• CRITICAL THINKING
  
  SKILLS:
  
  Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists; ability to utilize common sense understanding to carry out written, oral or diagrammed instructions. Must demonstrate strong analytical skills and a risk‑aware mindset. Ability to identify problems, evaluate alternatives, and implement effective solutions.
• SUPERVISION RECEIVED:
  Under general supervision where standard practice enables the employee to proceed alone on routine work, referring any…