Retail Operations Manager

Summary

The Retail Operations Manager oversees the daily operational functions of the bank’s retail branches, ensuring efficient, compliant, and consistent service delivery across all locations. This role provides leadership, guidance, and operational support to branch personnel, focusing on operational excellence, risk mitigation, and process improvement. The Manager ensures adherence to policies and procedures while promoting a positive and service‑focused branch culture in partnership with the Retail Sales Manager.

The Manager travels frequently to various branch locations on a systematic basis, generally two‑three days per week.

• Serve as the primary point of contact for branch managers regarding operational policies, procedures, and escalated issues.
• Implement and maintain consistent operational standards across all retail locations.
• Identify areas for improvement in workflow efficiency and customer experience.
• Conduct regular branch visits to ensure compliance, operational readiness, and service quality.
• Ensure branches follow all bank policies, regulatory requirements, and internal controls.
• Partner with Compliance, Risk, and Audit teams to address findings and implement corrective action.
• Monitor and audit adherence to security procedures, dual‑control processes, cash‑handling guidelines, and fraud‑prevention protocols.
• Partner with Security Officer to audit and verify that branches are following all required monthly audit processes.
• Develop standardized procedures and training materials to support operational consistency.
• Provide operational training as needed for branch managers and staff. Includes updates on procedures, regulatory changes, and systems such as Integrated Teller System and Source Capture.
• Collaborate with HR on onboarding and development programs for retail employees.
• Participate in bank‑wide initiatives that impact retail branches (e.g., system upgrades, product rollouts, operational transitions).
• Work closely with IT, Treasury, Marketing, Compliance, and other departments to support branch needs and cross‑departmental initiatives.
• Other tasks as assigned.

No direct reports.

• Excellent leadership, communication, and people skills.
• Strong analytical and problem‑solving abilities.
• Proficiency in bank systems, operational workflows, and customer service best practices.
• Ability to manage multiple priorities across geographically dispersed locations.
• High attention to detail with a focus on accuracy, compliance, and risk mitigation.
• Knowledge of industry rules and regulations related to Bank Secrecy Act, OFAC, Customer Identification Policy, Truth in Savings, Truth in Lending, Regulation CC, Plastic Cards, and Funds Availability, etc.
• Proficiency in MS Office, CRM software, and bank systems.

• Bachelor's degree preferred.
• Minimum of 3 years related experience in banking, financial management, or business lending.
• Strong knowledge of banking regulations, retail banking products, and operational best practices.

Not applicable.

Travels to all branch locations on a systematic and as‑needed basis accounting for approximately 50% of the role. General office working conditions exist. Employees may experience sustained moderate to high periods of activity with multiple tasks performed. They may experience communication with a variety of internal and external sources under favorable and unfavorable conditions. Noise level in the work environment is usually minimal.