Job Summary

The Operations Manager is responsible for managing all operational activities within the branch to limit operational risk and ensure delivery of effective financial services to customers. The Operations Manager provides guidance, direction, and supervision to staff to ensure they meet the highest performance level and adhere to the Bank’s policies and procedures and all applicable laws. The Operations Manager is responsible for the customer experience and ensuring that the branch delivers high quality customer service in accordance with the Bank’s values and objectives. The Operations Manager plays a critical leadership role in the branch and is required to exercise discretion and independent judgment, as necessary.

Essential Duties

Manages and oversees operational compliance within the branch, including but not limited to: compliance with all state and federal laws and regulations, compliance with Bank policies and procedures; and monitoring transaction accuracy.

Maintains up-to-date knowledge of state and federal laws and Bank policies and procedures, including but not limited to: the Bank Secrecy Act (BSA), Anti-Money Laundering and Office of Foreign Assets Control (OFAC) regulations, Customer Identification Program (CIP), financial elder abuse reporting, equal employment opportunity and fair employment practices laws, and information security and privacy requirements.
Supervises, mentors, and develops staff to meet performance expectations and goals and adhere to the Bank’s policies and procedures and all applicable law.
Communicates and trains staff on new Bank policies and procedures, operational changes, and new bank products.
Identifies operational risks, educates staff to avoid operational risks, and creates action plans to correct operational issues that arise in the branch.
Ensures that the customer experience is consistent with the Bank’s values and objectives, using available resources and technologies to optimize the customer experience.
Connects customers with the appropriate staff to achieve the customer’s financial goals, ensures all sales, service, and specialized needs are met, and assists in driving overall revenue growth for the branch.
Approves wire transfers up to designated limit, provides supervisor overrides, approves check holds, researches and resolves cash differences, oversees vault and/or ATM settlement and night drop deposits, and resolves operational issues, including any occurrences of a serious nature related to a customer, customer account, transaction activity, and employee handling of transactions.
Issues and receives cash to/from the bus and vault, resolves teller differences, audits cash drawers, reviews transactions and proof of work, and completes operational reports.
Maintains internal controls to protect the bank for the processing of branch cash, wire transfers, legal processes, special collections, rejected debits, large items, overdrafts, issuance of official checks, stop payment orders, return or charge back items, holds and warnings, hold notices, and currency transaction reports.
Tracks and manages service and operational performance metrics though monitoring of daily activities and reports.
Collaborates with Branch Manager regarding responses for independent third party and regulatory audits of the department; ensures deficiencies identified from such audits are corrected.
Follows policies and procedures; completes tasks correctly and on time; and supports the company’s goals and values.
Performs other duties and projects as assigned.

Required Knowledge

Regulation CC
Regulation DD
Regulation D
Regulation E (EFT)
Bank Secrecy Act
Bank Protection Act (Security)
Privacy Laws
Regulation BB (CRA)
Basic knowledge of Regulation B (ECOA)
Fair Credit Reporting Act
Teller Operations
Merchants Teller Operations
New Account Procedures
Saving Bonds Procedures
Special Collection Procedures
Safe Deposit Box Procedures
Products & Services
FDIC Insurance

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, and Information Security and privacy requirements, as the control point for the office to ensure that all CIP, BSA, OFAC requirements, procedures and time frames are met.

Basic Knowledge, Skills and Abilities

Leadership Skills
Supervisory/Mentoring Skills
Motivating/Coaching Skills
Clear understanding of the English Language (Spoken & Written)
Basic Mathematics Skills
Telephone Skills
Customer Service Skills
Strong typing skills
Critical Thinking, Judgment & Problem Solving Skills
Ability to actively listen & learn
Ability to use oral communication techniques to sell products or services
Ability to respectfully communicate with Supervisors and Co-workers
Ability to effectively deal with unpleasant, angry or discourteous people
Ability and desire to interact in a team environment, and willingness to contribute to team efforts

Equipment Operated

Telephones
Desk Top Computers
Currency Machines & cash recyclers
Scanners
Standard Office Equipment (copiers, fax machines)

Physical Requirements & Work Environment

Requires repetitive movement
Requires standing and/or sitting for prolong periods of time
Requires lifting up 25lb
Requires using hands to handle, control or feel objects
Office setting w/controlled temperature

Education and Experience

Bachelor’s Degree or equivalent work experience required
2 to 4+ years of banking and supervisory experience with a strong emphasis on customer service and sales
Preferred candidate must have 24 to 36 months of teller, new accounts and sales experience