Operations Supervisor II

General Purpose

The Operations Supervisor II is responsible for the operational management and leadership of two retail locations in the assigned region. This position is accountable for productivity, quality, and high customer service standards within the respective assigned locations.

• Practices exceptional service with customers using available training programs and measurement tools (ie. Alpine Way/CARE/Mystery Shop standards).
• Uses numerous software applications to accomplish daily tasks and assists with training other employees on these programs as needed.
• Supports operational needs, such as, but not limited to, processing daily transactions, wires, ATM settlement, vault balancing, safe deposit box entry/exit functions, basic fraud detection, and location security.
• Provides customers with information on deposit accounts, rates, service charges, restrictions, and other relevant account information.
• Performs and/or verifies compliance with all location audits, as well as acting as the primary contact for operational audit items.
• Responsible for location and staff adherence to Alpine Bank customer service initiatives.
• Supports in open/closing procedures as needed.
• Acts as a back-up for CARE training within the assigned region.
• Collaborates with other areas in the bank to develop best practices for successful banking operations.
• Practices exceptional service with customers and handles escalated customer concerns.
• Sets goals for location and staff that are aligned with regional and bank-wide goals.
• Monitors adherence to budget of the location.
• Reviews customer surveys with team leaders, to develop coaching and feedback plans, ensuring a high level of customer service standards.
• Regular and reliable on-site attendance is required as an essential function of this position.
• Performs other duties as assigned.

The Operations Supervisor II is responsible for the operational management and leadership of two retail locations in the assigned region. This position is accountable for productivity, quality, and high customer service standards within the respective assigned locations.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Practices exceptional service with customers using available training programs and measurement tools (ie. Alpine Way/CARE/Mystery Shop standards).
• Uses numerous software applications to accomplish daily tasks, and assists with training other employees on these programs as needed.
• Supports operational needs, such as, but not limited to, processing daily transactions, wires, ATM settlement, vault balancing, safe deposit box entry/exit functions, basic fraud detection, and location security.
• Provides customers with information on deposit accounts, rates, service charges, restrictions, and other relevant account information.
• Performs and/or verifies compliance with all location audits, as well as acting as the primary contact for operational audit items.
• Responsible for location and staff adherence to Alpine Bank customer service initiatives.
• Supports in open/closing procedures as needed.
• Acts as a back-up for CARE training within the assigned region.
• Collaborates with other areas in the bank to develop best practices for successful banking operations.
• Practices exceptional service with customers and handles escalated customer concerns.
• Sets goals for location and staff that are aligned with regional and bank-wide goals.
• Monitors adherence to budget of the location.
• Reviews customer surveys with team leaders, to develop coaching and feedback plans, ensuring a high level of customer service standards.
• Regular and reliable on-site attendance is required as an essential function of this position.
• Performs other duties as assigned.

• Supervises Retail Operational staff including, but not limited to, Customer Service and Personal Banking Representatives, and Operations Specialist.
• Monitors staffing and scheduling; make staffing adjustments and recommendations as necessary.
• Resolves customer and employee complaints.
• Oversees training in the department business line to ensure quality and accuracy.
• Coordinates and oversees all aspects of talent management, including hiring, performance reviews, recognition, disciplinary actions, and terminations.
• Assists with professional development plan.
• Has the ability to give overrides and audit drawers.

Employees are held accountable for all duties of this job.

Knowledge, Skills, and Ability:

• Extensive proven operations and leadership experience.
• Possesses outstanding oral and written communication skills.
• Ability to resolve issues, even in escalated situations.
• Highly skilled in problem solving and analytical ability.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong mathematical and cash handling skills.
• Highly skilled in Microsoft Office programs and Adobe Acrobat.
• High quality…