Branch Operations Supervisor

West Suburban Bank
Category Retail - Management
Type Regular Full-Time
Summary: Supports and coordinates the overall operation of the branch(s) and its leadership team through administrative and office management responsibilities. Works closely with the Retail Operations department to communicate policy and procedures to frontline staff and maintain high level of operational effectiveness. Provides support to frontline staff on daily operational issues including policy & procedures, laws & regulations, schedules and training; escalating issues to management as needed. Assumes some authority and responsibilities of the Retail Branch Manager in their absence.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions.
  • Coordinates the daily activities of the Universal Banker staff to provide efficient, accurate, and timely customer service. Independently oversees daily operations of the branch.
  • Trains and mentors or coordinates the training and mentoring of Universal Banker and Teller staff.
  • May create work schedules for branch employees to ensure efficient branch staffing to achieve productivity targets.
  • Monitors internal audit controls to ensure the branch is operating within policies and procedures and maintains compliance with all federal laws and banking regulations. Reports findings to the Retail Branch Manager.
  • Responds to branch operational issues and/or customer service needs of assigned branch; escalates to manager as needed.
  • Administers support to branch management in the screening and interviewing of potential candidates for employment and coaching and rewarding of employees for sales and/or service improvements.
  • Gathers employee performance data and monitors customer service interaction for use in training, performance appraisals, and disciplinary action.
  • Collaborate with retail operations on the roll out and implementation of new and updates procedures and processes; may assist with testing and procedure writing as needed. Ensures staff understanding and adherence by monitoring behaviors and data reports.
  • Participates in the planning and conducting of operational and service staff meetings.
  • Adheres to the prescribed security controls to protect the bank against criminal and fraudulent operations and unnecessary risk or exposure.
  • Capable of handling all bank processes and transactions including lending, teller, safe deposit and new account services etc.
  • Required to lift or move items, including but not limited to cash drawers, safe deposit boxes, coin bags, boxes and other items or objects.
  • Maintains operational signing and approval, wire transfer authority, network access as well as Business Continuity.
  • Maximizes customer service through training, motivating, and scheduling of employees. Plans and implements appropriate training programs and monthly meetings for all personnel within the branch to ensure high standards of customer service. Supports the customer relationship building process.
  • Occasional local travel is required.
  • All other reasonable duties as assigned.

Required Education and Experience:
  • Strong computer skills. Proficiency in Microsoft Office Suite;
  • Excellent verbal and written communication skills;
  • Knowledge and application of bank products and services and audit and compliance policies and procedures;
  • Strong customer service, problem solving, and decision making skills;
  • At least 1 year retail banking experience and knowledge of branch operations;
  • Ability to meet and/or exceed set deposit product referral and/or sales goal;
  • Minimum 1 year of supervisory experience, preferably in a banking environment;
  • Subject to SAFE Act Registration Requirements.

Preferred Education and Experience:
  • Bachelor's degree in Business or Management, or equivalent work experience.

Requirements for performing Essential Functions:
On the job the employee may physically be required to stand for long periods of time, bend, sit, walk, use finger movements, and/or handle objects (manual dexterity), reach above shoulder level, and/or carry/lift loads up to 50 lbs. The company requires any item weighing over 35 lbs to be lifted or moved by more than one worker ("team lift"), or by using appropriate equipment. In addition, the employee must mentally be able to read/comprehend, write, perform calculations, communicate orally, reason, and analyze. On the job the employee may occasionally work around moving machinery and work in confined quarters.


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