Branch Operations Coordinator

The Retail Administration Coordinator provides centralized operational and administrative support across the retail branch network. This role ensures consistent execution of policies, procedures, and service standards while supporting sales initiatives, regulatory compliance, reporting, and cross-functional coordination. The coordinator plays a key role in driving efficiency, enabling strong customer experiences, and supporting enterprise and retail initiatives. Essential Duties & Responsibilities Coordinate day-to-day administrative activities across the retail branch network to ensure consistent execution of policies, procedures, and service standards. Serve as a central point of contact for branch administrative requests, issue resolution, and process guidance. Maintain and monitor retail operational calendars, reporting deadlines, and key deliverables. Support the implementation and ongoing improvement of retail processes, including account opening, maintenance, and transaction workflows. Identify opportunities to streamline administrative tasks and improve efficiency while maintaining strong internal controls. Assist in documenting and maintaining standard operating procedures (SOPs) and ensure updates are communicated and adopted across all locations. Compile, validate, and distribute recurring reports including sales, service, operational metrics, and audit tracking. Track key performance indicators (KPIs) & elevate trends, risks, or exceptions to Management Support branch adherence to regulatory requirements, internal policies, and audit standards. Coordinate audit preparation, documentation collection, and follow-up on findings and action plans. Support coordination for retail initiatives, campaigns, and product rollouts. Facilitate communication between retail leadership, branches, and internal partners including operations, marketing, compliance, and IT. Assist in the coordination and execution of retail and Bank-wide initiatives, including system implementations and process changes. Support change management efforts, including communication and adoption tracking. Reinforce a customer-first culture by supporting initiatives that enhance client experience. Coordinate onboarding logistics for new retail colleagues, including system access, materials, and scheduling. Participate in community activities for generating new business and good will Perform additional duties as requested, needed or assigned Job Requirements Strong working knowledge of retail banking operations, including account opening, transactions, and customer service processes. Familiarity with banking regulations, compliance standards, and audit processes. Experience using core banking systems COCC, CRM platforms and reporting tools. Strong organizational skills with attention to detail and ability to manage multiple priorities. Analytical mindset with the ability to identify trends, resolve issues, and support process improvements. Excellent written and verbal communication skills with the ability to interact across all levels of the organization. Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint. Demonstrated ability to work independently and collaboratively in a team environment. Strong customer service orientation with a focus on delivering a consistent and positive experience. Experience supporting projects, tracking deliverables, and coordinating across stakeholders. Ability to manage logistics for meetings, training sessions, and cross-functional initiatives. Comfort working in a fast-paced environment with changing priorities. Sound judgment, solid decision-making skills, and a focus on consistent execution. Positive, team-oriented attitude with adaptability to change and continuous improvement initiatives. Must have reliable transportation to travel to assigned branch locations Must have remote work capability including reliable technology and internet access Valid Massachusetts driver's license and clean driving record Education & Experience Full understanding and functionality of COCC (Core provider) and other key vendor interfaces 5+ years of retail banking operations, compliance, and/or management experience Strong working knowledge of general MS Office software (i.e., Outlook, Word, Excel, PowerPoint, etc.) Strong procedure writing experience, preferred The pay range provided is based on what we believe is a reasonable estimate for the pay range for this job at the time of posting. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well. At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles. Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity. #J-18808-Ljbffr