Branch Operations Manager

Job Description

Job Description

Position Overview: This position will supervise Tellers/Personal Bankers within their assigned office and be able to perform all duties of a PB2 . The Branch Operations Manager is the “Customer Ambassador” for the bank with the overall purpose of providing exceptional service to our customers who prefer face-to-face interaction with the bank. This position will have a thorough understanding of the customer’s transaction requirements and be able to effectively communicate all available options to them. They will educate customers about the Banks’ sales and service delivery options and refer the appropriate products and services matching the customer needs. This position will also effectively refer customers to the appropriate source or channel to address their need. Branch Operations Manager provides personalized banking services to financial institution customers by performing the following duties.

Primary Duties:

Supervisor Role:

Manage the Tellers and Personal Bankers to ensure compliance with financial institution procedures and policies. Coach staff members on service skills, opportunity skills and policy and procedures.

Ensure that daily duties of front-line staff members are done timely and efficiently.

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

• Greet bank visitors, provide information and direct them to appropriate staff as necessary.
• Transactional / ATM / Cash Recycler - are balanced and monitor cash level, Night Depository processed.
• Assist in the balancing daily as needed of cash drawers
• Quarterly surprise cash counts / reconciliations.
• Schedule staff, approve time reports.
• Order, ship and receive vault cash from Fed. Fill cash orders for tellers and personal bankers
• Maintain vault security and is the vault teller in charge of the vault
• Ensure dual control where required.
• Sign Cashier’s Checks.
• Oversee the branch training of new tellers and personal bankers including opportunity training and product training.
• Ensure that all policy and procedures are followed by front line branch staff members.
• Complete performance evaluations for front line staff members
• Complete end of month reports for the transactional side of the branch.

Skills and education :

• HS diploma required; College degree preferred
• Completed PB2 training
• Complete Leadership Training, PI Training, Performance Management workshops as assigned on Career Path
• Proven Communication, time management and public relations skills
• Humble, Hardworking, Curious and Collaborative

Performance Factors:

To perform the job successfully, an individual should demonstrate the following competencies:

Sales (Client Opportunities)

• Individual has a good understanding of the Bank’s products and services. Effectively matches customer’s need by referring and/or selling products and services to enhance the customer’s relationship consistent with the Bank’s Sales Culture.
• Internal ambition and drive to match and / or exceed goals in cross-selling: Individual demonstrates a positive and helpful attitude toward customers (internal and external), understands their importance to CSB and understands how his / her job affects customers; establishes and maintains good relationships through interactions or work completed; projects a positive and professional image of CSB in appearance and mannerism.

Communication Skills:

• Written: Individual writes clearly and concisely with little need for editing (includes spelling and grammar).
• Oral: Expresses self in speech as to be clearly and completely understood; adheres to the CSB Bank Service Standards; supports a favorable environment for open communication; addresses concerns or problems in an open non-defensive manner; conveys self-confidence and knowledge of subject in speaking to customers.
• Listens: Is attentive and transmits correct information to appropriate people; accepts constructive feedback.

Job Knowledge :

Individual possesses and demonstrates the technical ability to perform required duties, is practical in applying knowledge to assignments, and maintains expertise by keeping current with new developments and procedures. A background in banking is a must.

Problem solving :

The ability to define and offer solutions to resolve problems. Uses knowledge of the organization to identify helpful resources. Make conscious effort to respond and resolve conflict in the workplace.

Attention to Detail :

The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.

Ethics:

The level of trustworthiness, character, professionalism, confidentiality, and honesty in dealing with internal or external customers.

Physical Demands:

• Prolonged periods of sitting at a desk
• Standing for Extended hours
• Occasionally lifting up to 50 lbs. (cash boxes, coin bags, files, supply boxes)

NOTE: This job description is not intended to be all-inclusive, other duties may be assigned.