Regional Lobby Services Manager

GENERAL DESCRIPTION:

The Regional Lobby Services Manager role will manage all aspects of financial center operations in the Dallas/Ft. Worth Metroplex.

The position will be accountable for customer satisfaction and ensure the financial center is compliant with all bank policies and

procedures. They will be responsible for overseeing and supervising bank Lobby Service Representatives (“LSR”). Supervises

employees by setting and assessing performance goals and establishing work schedules and priorities. The Regional Lobby Services Manager role will work in tandem with the other Lobby Services Manager and the Deposit Services Director to create and maintain a cohesive and consistent set of policies and procedures for the Lobby Services area.

ESSENTIAL FUNCTIONS:

1. Lead and oversee the daily operations of Lobby Services, ensuring compliance with bank policies, procedures,

regulatory requirements, and customer service standards.

2. Partner with the Director of Deposit Services and fellow Lobby Services Managers to develop, maintain, and

communicate operational policies, procedures, and best practices.

3. Develop, coordinate, and deliver training programs that support operational excellence, regulatory compliance, and

exceptional customer experience across all financial centers.

1. Serve as a subject matter expert for branch operations, providing guidance, support, and escalation assistance for

complex customer issues, operational concerns, and policy interpretation.

2. Participate in the development, testing, implementation, and support of new products, services, software, and

operational initiatives affecting retail banking operations.

3. Foster strong working relationships with branch personnel and operational departments, including Call Center, Quality

Control, and Deposit Operations teams, to promote collaboration and consistent service delivery.

4. Monitor branch operational performance and provide recommendations to leadership regarding process improvements,

training needs, compliance concerns, and service enhancements.

5. Ensure adherence to all applicable banking regulations, including BSA/AML, OFAC, CIP, and internal operational

controls designed to safeguard customers and bank assets.

6. Maintain expertise in retail banking products, account opening procedures, teller operations, safe deposit services,

ATM operations, and related banking systems.

7. Provide branch support for all LSRs/Tellers and coverage in DFW as needed, including customer service, account

opening, teller transactions, transaction approvals, and operational assistance within the assigned market.

8. Coach, mentor, and support branch personnel to enhance performance, accountability, and customer relationship

management.

9. Ensure completion of required training and professional development activities.

10. Perform other duties and special projects as assigned.