Branch Operations Manager

About This Role

Branch Operations Manager is a leadership role within the National Branch Network, focusing on the consumer, small, and business banking division. This position involves managing teller functions, ensuring compliance, and delivering excellent customer and colleague experiences.

Responsibilities

• Lead and supervise risk and the operations of teller functions to deliver exceptional customer service and colleague experience
• Ensure timely completion, quality, and compliance in teller functions
• Provide feedback and present ideas for improving customer service and colleague experience, and related performance management process and tools
• Perform operational and customer support tasks
• Provide excellent customer service, engage customers in conversations, and build relationships with them
• Manage the schedule and the daily operations of the teller line
• Make decisions and resolve issues related to daily operations of the teller line, under direction of regional banking management
• Leverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures
• Support customers and employees in resolving or escalating concerns or complaints
• Collaborate and consult with branch employees, colleagues, and mid-level managers
• Interact directly with customers
• Coach, motivate, and develop a diverse team of direct reports to achieve full potential and meet established business objectives
• Manage allocation of people and financial resources for branch operations
• Mentor and guide talent development of direct reports and assist in hiring talent
• Assess customer needs and refer those interested in a dwelling secured product to a SAFE team member
• Assist customers without taking an application and without offering or negotiating terms of a dwelling secured transaction

Requirements

• 2+ years of experience assessing and meeting the needs of customers or helping with issue resolution, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years of Leadership experience
• Individuals in Loan Originator (LO) positions must meet the Consumer Financial Protection Bureau qualification requirements and comply with related Wells Fargo policies
• Meet applicable financial responsibility, character, general financial fitness, and criminal background standards for LO positions
• Meet ongoing regulatory requirements including additional screening, if necessary
• Not eligible for Visa sponsorship

Nice to have:

• Leadership skills including the ability to build, develop, and motivate a diverse work team