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Form of workSUMMARY
The HOA Operations Manager is responsible for the supervision of the HOA Operations Department, which provides a full range of professional, technical, and general support to Sunwest Bank HOA and Property management clients. The team supports the sales team in onboarding new account relationships and servicing existing account relationships, ensuring service level standards are met or exceeded. The incumbent oversees the efficient operation of department, ensuring operational integrity, efficient department processes, proper setup of bank accounts and services, managing service standards and security and safety in accordance with the Bank's objectives. Ensures team members provide superior customer service to both internal and external customers through coaching, guidance, and team leadership.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The HOA Operations Manager is responsible for the supervision of the HOA Operations Department, which provides a full range of professional, technical, and general support to Sunwest Bank HOA and Property management clients. The team supports the sales team in onboarding new account relationships and servicing existing account relationships, ensuring service level standards are met or exceeded. The incumbent oversees the efficient operation of department, ensuring operational integrity, efficient department processes, proper setup of bank accounts and services, managing service standards and security and safety in accordance with the Bank's objectives. Ensures team members provide superior customer service to both internal and external customers through coaching, guidance, and team leadership.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Oversees all activities of the HOA Operations Department, including ensuring new client relationships are onboarded successfully and ongoing servicing of accounts happens in accordance with bank standards.
- Performs department tasks as needed when Specialists are unavailable.
- Supervises, evaluates, and coordinates the activities of department team members, such as: hiring, firing, training, coaching, performance management and evaluation, disciplinary action, handling grievances, etc.
- Evaluates risk and makes business decisions adhering to legal/regulatory and policy requirements.
- Develops and implements policies and procedures as necessary for compliance or strategic purposes.
- Resolves complex problems while maintaining risk mitigation practices.
- Maintains an intricate working knowledge of products and services offered by the Bank (Cash Management/Treasury Products, Deposit Products and Services, and Account Analysis systems).
- Maintains expert knowledge of BSA/AML and OFAC policies and procedures and identifies and escalates unusual activity as needed.
- Maintains expert knowledge of fraud and cyber threats and ensures all team members are aware of red flags to watch for and proper procedures required to protect clients and the bank from being victimized.
- Supports the HOA Sales Officers in their efforts to meet complex client needs.
- Establishes and manages Service Level Agreements ensuring requests are processed timely and accurately, delivering exemplary service and ensuring client satisfaction and retention.
- Handles client requests and complaints with prompt, professional, and courteous attention. Identifies root causes of errors and escalates issues as appropriate.
- Achieves individual objectives and goals and contributes to the accomplishment of those established for the department and bank:
- Ensures department milestones are met while adhering to approved budgets.
- Prioritizes projects optimizing performance, security, and efficiency.
- Takes corrective actions as necessary when objectives are not being attained.
- Informs the appropriate Bank Operations management team members of existing and potential problem areas in a timely manner.
- Participates in projects with HOA Sales, IT, and other Operations leaders to development solutions to meet HOA and Property Management client needs.
- Ensures clear communication and understanding among all HOA Operations team members of unique setup and requirements of each client.
- Coordinates with Bank vendors when needed to resolve client inquiries.
- Educates clients on account services and capabilities.
- Troubleshoots systems issues for resolution. Liaise and advocate on behalf of the client and ensure a continuation of care when additional internal expert involvement is needed.
ADDITIONAL RESPONSIBILITIES
- Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management.
- Demonstrates high level of quality work, attendance and appearance.
- Adheres to all Company Policies & Procedures and Safety Regulations.
- Adheres to local, state and federal laws.
- Understands and complies with all company rules and regulations.
- Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions, as they apply to your position and job responsibilities, with an emphasis on the BSA/AML/CIP, OFAC, Regulation E, Regulation CC, Information Security, Bank Protection Act, FACTA-Identity Theft, Information Technology and GLBA.
- Additional duties as assigned as it relates to the position.
SUPERVISORY RESPONSIBILITIES
- This position manages a team of six to eight team members.
MINIMUM QUALIFICATIONS
- Seven (7) years of banking experience including account opening and customer service/support experience required.
- 3-5 years managing HOA/Property Management Operations.
- Experience in researching and resolving complex problems.
- Strong verbal and written communications ability
- Operate 10-key calculator by touch
- Understanding of Windows-based personal computers
- Understanding of Word and Excel
COMPETENCIES:
- Adaptability
- Communication
- Decision Making
- Initiative
- Innovation
- Motivator
- Organization
- Professionalism
- Results Orientated
PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.
- Standing, walking and squatting less than fifty percent of the work shift
- Required to lift, move and carry up to 40 pounds
- Ability to read, count and write to accurately complete all documentation and reports
- Must be able to see, hear and speak in order to communicate with employees and other customers
- Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
- Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms
WORK ENVIRONMENT: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.
- The work space is clean, orderly, properly lighted and ventilated with the proper safety compliance
- Noise levels are considered moderate
Sunwest Bank Is an Equal Opportunity Employer
Sunwest Bank works with staff members and customers without regard to race, ancestry, national origin, sex, marital status, age, religion, medical condition, handicap, disability or veteran status and to assist the Bank in maintaining its Affirmative Action Program.
Compliance with Bank Secrecy Act laws and regulations is considered an extremely serious matter, and it is intended that Sunwest Bank, through the purposeful efforts of its employees and officers, are expected to make every resolute attempt to conform to its Bank Secrecy Act Program and Procedures. Failure to comply will be reflected in their performance review as well as in any bonus compensation programs in which they may participate.
Attend and complete all required classroom, computer-based, web-based and seminar training. It is the individual responsibility of every employee to maintain a current awareness and understanding of and to fully comply with Sunwest Bank’s “Code of Ethics and Conduct.” Each employee is also expected to maintain an awareness of the laws, regulations, internal policies and procedures that are appropriate for his/her position
Note: The preceding job description has been designed to indicate the general nature and level and work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All job descriptions can be amended without notice as warranted by business necessity.
