About This Role
Leading and managing the technical and support services within a retail banking operations area or region is the core of this role. The manager provides team development and process improvement, ensuring bank policies and procedures are followed, assessing service quality, and enhancing customer satisfaction.
Responsibilities
- Oversee and complete all assigned projects
- Provide quality control to ensure services comply with bank policies, industry standards, and federal/state regulations
- Actively participate as a member of the operations and/or retail team by offering suggestions and reporting concerns
- Make recommendations to new and established policies and procedures and their implementation
- Oversee the effective support of assigned operations/retail area(s)
- Provide technical support and assistance by addressing and resolving customer issues and problems
- Respond to questions and inquiries quickly and accurately
- Resolve more complex or sensitive issues as needed
- Provide input on issues affecting the operations department, work units within operations, and/or the bank
- Provide leadership and management to assigned staff and to the quality of services provided to customers
- Communicate clearly and effectively with staff to provide instruction, guidance, and to develop trust and respect
- Step in to perform teller and banker duties as needed, including processing transactions, opening accounts, and resolving customer inquiries, to ensure smooth branch operations and maintain high service standards
- Ensure that the branch is open and ready to conduct business each business day
- Delegate various operational duties to those supervised but assume overall administrative responsibility for operating the branch
- Maintain schedules to always ensure adequate coverage
- Ensure team completes time sheets in a timely and accurate manner to meet payroll deadlines
- Provide training to new and current staff to ensure the most efficient and courteous service possible
- Ensure staff have a thorough understanding of all phases of their job including complete training and knowledge of job functions, products, policies, and procedures
- Maintain open communication between staff, supervisor, and others
- Effectively and positively lead team through change while demonstrating positive attitude and behaviors
- Support department, division, and company initiatives
- Identify and effectively resolve problems
- Conduct or assist with hiring team members within area of responsibility
- Conduct regular coaching sessions with team members to review work performance, to provide training/mentoring, and to develop/acknowledge individual/group performance in achieving goals