Branch Operations Manager

The number one goal for this position is to meet or exceed customer expectations.

General Statement of Duties: This position manages the workflow in the operations area of the bank to allow for individual and team success in the accomplishments of their group/individual goals. The Branch Operations Officer assists in problem resolutions for customers and reviews difficult transactions submitted to the bookkeeping department. This position helps the branch manager in all phases of branch operations, and assumes responsibility for the branch in the branch manager’s absence. Upholding customer confidentiality is a must.

Essential Job Functions:

• Supervises the work and daily activities completed by the operations staff within the branch.
• Reviews and edits a schedule for the branch in order to ensure the branch is properly staffed at all times.
• Opens and cross sells accounts (primarily checking, savings, safe deposit boxes, CD’s, and IRA’s.)
• Verifies that CIP Information and OFAC verifications are completed correctly.
• Creates wire transfers as requested by customers.
• Keeps up-to-date on the teller platform in order to handle customer transactions at the teller window when needed.
• Oversees vault cash, verifies amounts received, and monitors and audits drawers on a routine basis in adherence to bank procedures.
• Actively cross sells bank services by making quality referrals which develops new customer prospects and business for the bank.
• Pays bills and balances expense accounts as needed.
• Displays a working knowledge of the Bank Secrecy Act and requirements under the USA Patriot Act.
• Assists with the supervision of all staff members and manages branch operations in the branch manager’s absence.
• Reviews policies and procedures relating to branch operations on an annual basis and updates policies as necessary.
• Provides recommendations in regards to branch hiring, discipline, promotion, and transfer decisions.
• Orientates new employees at the branch with bank policies and procedures.
• Coordinates training as needed.
• Coaches employees to excel in their ability to recognize customer needs and refer/sell products.
• Assists in the preparation and delivery of evaluations for operations staff members on an annual basis.
• Uses problem-solving and team building skills to manage the workflow within the operations department.
• Observes and manages to ensure personnel are waiting on customers promptly, efficiently, and courteously.
• Participates in branch meetings and attends training as requested.
• Assists customers with problem resolution and upholds customer service guidelines.
• Ensures that all customer needs and requests are handled as quickly, efficiently, and courteously as possible.
• Helps with the implementation and maintenance of branch security policies and procedures.
• Follows bank policies and procedures, including state and federal regulations at all times.
• Takes advantage of opportunities to promote the Bank when involved in voluntary community activities and civic organizations to cross sell the Bank’s products and services.
• Maintains departmental appearance both personal and general.
• Serves customers in a cordial and professional manner to ensure customer satisfaction.
• Provides operations advice and knowledge to other departments within the branch.
• Completes other duties as assigned and assists in other areas of the bank as needed.