Branch Operations Manager

Branch Operations Manager

The Branch Operations Manager is responsible for overseeing the daily operations of a small, two-person cashless branch, ensuring efficient operations, regulatory compliance, and a consistently high-quality client experience. This role serves as the primary on-site operational leader, supervising branch staff and managing internal controls, procedures, and service delivery.

The Operations Manager partners with a remotely based sales manager to support branch performance and client growth while maintaining accountability for operational effectiveness and risk management. This position acts as the escalation point for operational issues and client concerns and collaborates with internal partners, including Compliance, Risk, and IT, to ensure adherence to policies, regulatory requirements, and best practices.

This role requires strong leadership, attention to detail, sound judgment, and a commitment to fostering a culture of integrity, accountability, and client service excellence.

Branch Operations & Controls

• Oversee daily branch operations to ensure efficiency, accuracy, and adherence to bank policies, procedures, and internal controls.
• Monitor operational workflows and documentation to ensure compliance with regulatory and audit requirements.
• Identify process improvement opportunities to enhance service delivery and operational effectiveness.
• Serve as the primary escalation point for operational issues, procedural exceptions, and risk-related concerns.

People Leadership & Supervision

• Directly supervise assigned branch staff, including scheduling, workflow coordination, and task delegation.
• Provide ongoing coaching, performance feedback, and support professional development.
• Ensure staff are trained and informed on policies, procedures, system updates, and regulatory changes.
• Promote a culture of accountability, collaboration, and service excellence.

Client Experience

• Ensure a consistent, high-quality client experience across all branch interactions.
• Address and resolve client inquiries, concerns, and complaints in a timely and professional manner.
• Support staff in identifying client needs and delivering appropriate banking solutions.

Sales Partnership & Collaboration

• Partner with a remotely based sales manager to support branch performance and alignment with sales strategies.
• Support branch-level sales activities while maintaining primary accountability for operational execution.
• Facilitate communication and coordination between branch staff and sales leadership.

Compliance & Risk Management

• Ensure compliance with all applicable banking laws, regulations, and internal policies, including BSA and consumer protection requirements.
• Complete required reporting and documentation accurately and on time.
• Collaborate with Compliance, Risk, IT, and other internal partners to address issues and implement best practices.
• Complete all assigned mandatory compliance training on time.

The position performs duties specific to the position and other functions as assigned.

Attention to Detail Collaboration & Communication Diversity & Inclusion Execution & Ownership Time Management Leadership Dealing with Ambiguity Initiative Relationship Management Compliance

• The incumbent is in a non-confined office-type setting in which they are free to move about  may include some minor annoyances such as noise, odors, drafts, etc.
• The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 10 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.
• The incumbent for this position may operate any or all of the following: personal computer, cellular telephone, printer, fax, and other standard office equipment.
• The incumbent in this position must be able to accommodate reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.
• The work environment characteristics, physical and mental demands described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

• 2 years of experience in banking or financial services operations.
• 1 year of experience with direct staff supervision (e.g., scheduling, task assignment, performance feedback).
• Experience overseeing daily branch or department operations, including transactional accuracy and workflow execution.
• Experience working under regulated financial services requirements, including compliance with internal controls and applicable laws (e.g., BSA,…