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Form of workPosition Summary
The Banking Center Operations Manager is responsible for the administration, management and efficient daily operation of a full-service Banking Center. This includes operations, product sales, customer service, facility maintenance, security, and safety in accordance with the Bank’s objectives. The Manager will develop new deposit business, provide a superior level of customer service, and promote the sales and service culture through coaching, guidance, and staff motivation. The Manager will also be responsible for achieving individual and Banking Center sales goals through new business, sales, referrals, and retention of account relationships. This role requires the Manager to provide leadership, training, and supervision, actively participate in sales management, be well versed in the Bank’s products, services, processes, procedures and systems, and delegate day-to-day operations to the appropriate Operations personnel.
Principal Duties and Responsibilities
- Manage the day-to-day Banking Center Operations to ensure operational excellence.
- Directly supervise all Banking Center Operations and lobby personnel.
- Order supplies for the Banking Center and generate service tickets to ensure equipment and systems are fully functional.
- Monitor and oversee all Banking Center procedures and transactions, which include overrides, audits, balancing, bait money, approve checks, review large items, and ensure individual teller and vault limits are within policy.
- Monitor and oversee all Teller Capture procedures.
- Resolve escalated customer complaints/issues promptly and effectively.
- Act as the Banking Center Security Coordinator, responsible for overall Banking Center security and adherence to policy and procedures. Responsible for quarterly security inspections, as well as conducting monthly security training.
- Ensure that all branch personnel are trained on all Bank products and services.
- Create and maintain the weekly schedule for lobby personnel, including the opening and closing officer schedule.
- Ensure timekeeping system is current with updated schedules as well as communicating schedules to lobby personnel and officers in a timely manner.
- Responsible for controlling or eliminating overtime expense within the branch.
- Provide ongoing guidance and support to lobby personnel for the development of the Bank’s overall mission of recruiting customers, building relationships, and retaining customers.
- Promote an effective sales and service environment.
- Responsible for quality control verification of all new account maintenance and lobby services performed at the Banking Center. This is including but not limited to opening & closing accounts, online banking, business online banking, IRAs, Card Valet, debit cards, wires, and Client Central.
- Maintain working knowledge of all the Bank’s products, services and service charges.
- Conduct regular staff meetings to communicate compliance with all Bank policy and procedures and communicate any updates to lobby personnel, as necessary.
- Conduct 90-day evaluations for new lobby personnel as well as annual performance evaluations for existing lobby personnel within an appropriate timeframe.
- Monitor lobby personnel performance. When appropriate, conduct coaching for improved performance and engage in disciplinary action steps with Human Resources, when necessary.
- Comply with federal and state regulations as well as all established Bank policies and procedures.
Other Responsibilities
- Support and promote the Bank’s Vision, Mission, Core Values, organizational structure, policies, and procedures.
- Provide strong, compassionate, and visible leadership, which fosters positive attitudes and trust among employees, customers, and prospects.
- Carry out management responsibilities in accordance with the Bank’s policies and applicable laws and regulations. Responsibilities may include:
- Interviewing, hiring, and training employees.
- Planning, goal setting, assigning and directing work toward individual accountability based on the bank’s strategic objectives.
- Appraising, rewarding and disciplining individual employees in a performance-driven environment.
- Addressing complaints and resolving problems of customers and employees.
- Perform other duties as assigned.
Qualifications, Education and Experience Requirements
- High School Diploma or GED required; Bachelor’s Degree in business (preferred) or equivalent work experience.
- 2 to 3 years of banking experience preferred
- Demonstrate ability to lead, motivate and influence others; supervisory experience preferred
- Excellent analysis, observation and decision making skills.
- Highly focused, able to rapidly determine key priorities, clearly communicate the priorities and ensure resources are properly aligned.
- Excellent interpersonal and communication skills are necessary for maintaining effective relationships with Board members, officers, employees, and members of the business and civic community.
- Ability to work under high pressure situations and a stressful atmosphere and then should remain composed.
- Strong acumen for sales development and coaching
- Strong organizational skills
- Sales experience preferred
- Proficiency with Microsoft Office Suite.
- One year or more of cash handling and/or customer service experience, required.
- Sound knowledge of general bank operations.
- Strong customer relations and interpersonal skills.
- Bilingual in English and Spanish, preferred.
- Must be physically present in the Bank to perform the job duties.
- Texas Regional Bank is an Equal Opportunity Employer
