Operations Manager

About The Role

Position provides professional leadership and management of technical and support services performed by personnel in assigned operations area(s) and/or region. Provide team development and process/performance improvement to departmental and other bank employees. Monitors and reviews activities, records, and transactions to ensure that bank policies and procedures are consistently being followed, to assess quality of services being provided, and to promote increased customer use of bank services and enhance customer satisfaction.

Oversee and complete all projects as assigned. Provide quality control as needed/requested to ensure services are provided in compliance with established bank policies and procedures, industry standards, and current federal and state standards, guidelines, and regulations.

Actively participate as a member of the operations and/or retail team by offering suggestions, reporting concerns, and making recommendations to new and established policies and procedures and their implementation.

Oversee the effective support of assigned operations/retail area(s). Provide technical support and assistance by addressing and resolving customer issues and problems. Respond to questions and inquiries quickly and accurately. Resolve more complex or sensitive issues as needed. Provide input on issues affecting the operations department, work units within operations, and/or the bank.

Provide leadership and management to assigned staff and to the quality of services provided to customers. Communicate clearly and effectively with staff to provide instruction, guidance and to develop trust and respect.

Step in to perform teller and banker duties as needed, including processing transactions, opening accounts, and resolving customer inquiries, to ensure smooth branch operations and maintain high service standards.

Ensure that the branch is open and ready to conduct business each business day, delegate various operational duties to those supervised but assume overall administrative responsibility for operating the branch. Maintain schedules to always ensure adequate coverage. Ensure team completes time sheets in a timely and accurate manner to meet payroll deadlines.

Provide training to new and current staff to ensure the most efficient and courteous service possible. Ensure staff have thorough understanding of all phases of their job including complete training and knowledge of job functions, products, policies, and procedures. Maintain open communication between staff, supervisor, and others.

Effectively and positively lead team through change while demonstrating positive attitude and behaviors. Support department, division, and company initiatives. Identify and effectively resolve problems. Maintain team schedules to always ensure adequate coverage. May conduct or assist with hiring team members within area of responsibility.

Conduct regular coaching sessions with team members to review work performance, to provide training/mentoring, and to develop/acknowledge individual/group performance in achieving goals. Ensure compliance with procedures, bank policies and government regulations.

Perform annual reviews and communicate results to staff, together with action items/goals and improvement plans as needed. Ensure staff performance is maintained at acceptable level. Maintain open communication with supervisor through sharing and accepting suggestions and ideas. Promote team efforts in all areas.

Effectively address performance and other work-related issues with staff, and ensure all staff understand and comply with bank and department policies and procedures. Handle and resolve conflicts with employees and/or situations, and work with department head and HR regarding disciplinary action steps.

Assist with implementation of policies, products and services, and systems used to provide services to customers. Review and recommend new methods and procedures to make daily operations more efficient. Ensure conformance to policies and procedures. Analyze current systems and methods to identify efficiencies/inefficiencies and to make for efficient delivery of services. Assist in upgrading of technology, systems, and management strategies to streamline and improve services provided by bank.

Execute assigned projects and activities within work unit. Responsible for dissemination of product information to appropriate staff.

Remain current on new products and services for potential use in bank and to…