Branch Operations Manager - Scarborough

Position Summary

This position is responsible for overseeing the tellers and customer service staff. Additionally, the position is responsible for branch operations.

This position is responsible for overseeing the tellers and customer service staff. Additionally, the position is responsible for branch operations.

• Focuses on providing high quality customer service and responsible for maintaining the operational excellence of their assigned branch under the direction of the Market Manager.
• Provide feedback and presents ideas for improving customer experience.
• Assists the Market Manager with outreach initiatives to existing and potential customers as well as supporting customer service activities.
• Performs the duties and responsibilities of the Market Manager in the Market Manager’s absence.
• Builds relationships with new and existing customers by identifying their needs and determining the appropriate deposit, consumer loan or residential loan product or service.
• Refers customers to other bank personnel when necessary.
• Supervisory responsibilities include but is not limited to:
• Follows Affid?
• Provides appropriate orientation and training for new employees.
• Assigns work to employees and communicates how the successful performance of those duties will be measured.
• Leads weekly (daily preferred) staff meetings primarily focused on branch procedures.
• Conducts regularly scheduled “one on one” performance appraisals with a written appraisal done at least once annually.
• Recommends performance awards and/or increases when appropriate.
• Approves time cards/attendance sheets and resolves requests for time off on a timely basis.
• Participates in activities associated with the management of workplace health and safety.
• Helps employees address and resolve concerns and complaints.
• Address performance issues on a timely basis.
• Coaches and mentors employees by scheduling courses offered by/through Learning and Development.
• Personally responsible to develop branch staff to be wholly proficient in each of their individual roles (i.e. teller, CRA or CRO)
• Consults with Human Resources as needed.
• Maintains a thorough knowledge of, and ensures that the teller and customer service areas operate in compliance with, federal and state banking regulations and adhere to all bank policies and procedures.
• This position is the branch’s primary contact for internal audit, compliance, operations and networking.
• Maintains a strong understanding of the Banks electronic delivery systems for consumer and business customers.
• Maintains a general understanding of all consumer and commercial loan products.
• Performs other miscellaneous duties or special assignments as required or assigned.

• Performs duties of customer service representative, teller and other operational positions, as needed.
• Assists the Market Manager with consumer loan interviewing and processing by underwriting applications and boarding loans.
• Assists the Market Manager in attaining sales goals; including the development of internal sales initiatives and staff training.
• May assist Market Manager in community activities.
• Attends all required meetings and training.
• Complies with federal and state banking regulations, as well as with all bank and department policies and procedures.
• Serves on various committees as assigned.

• High school graduate or equivalent - College degree preferred.
• Respectful of and works effectively with others.
• Three-to-five years of progressively responsible experience in a financial institution with a background in retail banking operations, lending and supervision or management.
• Excellent supervisory, customer service, sales, organizational, and verbal and written communication skills.
• Computer literate, with experience in Microsoft Office products, esp. Word.
• Expert Knowledge of Teller & CSR procedures, rules and regulations.
• Able to work harmoniously, professionally, cordially and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Ability to read/see documents and computer screens, to communicate in person…