Operations Supervisor

Provides leadership and support of the Branch Manager in all facets of branch operations to include the attainment of branch goals, quality member service, security, regulatory compliance, and risk management. Under the direction of the Branch Manager, manages the operational, sales, and developmental activities of the tellers to include planning, scheduling and organizing the work of staff.

Compensation:

Minimum: $20.19

Maximum: $28.85

Applicant with appropriate mix of skills and experience can anticipate $21.63 to $23.08

Provides ongoing training to and facilitates development conversations regularly with teller staff to ensure they have thorough knowledge about all credit union products, services and systems. The Operations Supervisor will be responsible for creating and maintaining a positive work environment committed to high-touch feedback and consistent improvement. Provides regular observational feedback around member experience expectation behaviors, member service skills, and operational procedure. Supports the activities of personnel towards the attainment of branch goals. Supports ongoing learning of financial industry topics among teller staff.

As a branch leader, the Operations Supervisor will conduct branch meetings in conjunction with the manager. Attends regional leadership meetings, calls, and activities when the branch manager is unable to attend. Participate in creating and executing branch growth strategies.

Ensures branch compliance with credit union policies/procedures and ensures consistent tracking of performance standards. Under the direction of the Branch Manager, reviews and initiates change to individual branch procedures to improve efficiency and consistency to enhance member service and sales. Ensures compliance with policy and procedures.

Upholds legal, regulatory and compliance requirements unique to the role, in addition to Bank Secrecy Act, Anti-Money Laundering, OFAC, and Information Security policies and procedures. Completes annually required compliance related courses as established by Harborstone Credit Union policies and/or practices.

Completes annually required Product and Process Knowledge competency testing, in addition to job related courses as established by Harborstone Credit Union policies and/or practices.

Effectively builds trust with members and internal staff by embodying and demonstrating the Core Values of the organization (Trust, Advocacy, Prosperity, Equity, Empathy, and Simplicity). Consistently advocates for Harborstone’s members, offering opportunities for financial equity and prosperity and the tools necessary to help them thrive.  Demonstrates value and difference by expertly informing our communities of effective financial products, services, and solutions to help them attain their full potential.

Knowledge of:

• Federal and state consumer loan and deposit product and services laws and regulations

• Credit union loan and deposit procedures and policies and products and services

• Information systems and standard office methods and procedures

• Credit union loan and deposit systems platforms

Ability to:

• Operate standard office equipment such as a copier, word processor, computer terminal, typewriter, calculator, etc., which may require continuous or repetitive arm/hand movement.
• Type 35 WPM.
• An enthusiastic, self-starter with a strong work ethic.Can resolve problems independently and involve others as needed.
• Demonstrated working knowledge of all branch systems, policies, and procedures.
• Strong communication skills.
• Effective at handling complex transactions and member needs.
• Experience interacting with unsatisfied members and resolving complex situations.
• Ability to multi-task and prioritize tasks while meeting deadlines.
• Experience observing, documenting, and providing feedback on others’ performance against expectations.
• Operate a personal computer and associated windows based software such as MS Word, Excel, electronic mail, sales platform, etc.
• Present a positive and professional image through appearance, actions and behavior.
• Physically perform the essential job functions.

• An enthusiastic, self-starter with a strong work ethic.

• Can resolve problems independently and involve others as needed.

• Demonstrated working knowledge of all branch systems, policies, and procedures.

• Strong communication skills.

• Effective at handling complex transactions and member needs.

• Ability to handle multiple systems, projects, and tasks while working efficiently in a fast-paced environment.

• Experience interacting with unsatisfied members and resolving complex situations.

• Ability to multi-task and prioritize tasks while meeting deadlines.

• Experience observing, documenting, and providing feedback on others’ performance against expectations.

Experience:        

Two or more years handling and resolving complex member needs, questions, and concerns. Assessing and meeting the needs of members. One or more years of demonstrated ability to provide feedback to peers, managers, and partners.

Training:            

A bachelor’s degree in finance, business, marketing or related field is preferred.