Operations Services Supervisor (Teller Manager)

Operations Services Supervisor

Are you a people person? Be a First Citizens person. Join our branch team and make a difference.

As an Operations Services Supervisor at First Citizens Bank, you will be responsible for the operational management of one branch and managing the team of service line associates. Processes teller transactions and other customer service requests. Facilitates customer awareness and education of bank capabilities, tools and resources. Responsible for identifying and referring sales opportunities to the appropriate bank partner. This position supports the sales efforts of a branch team.

A successful candidate will demonstrate:

• Management skills: Capable of managing and developing members on a team to ensure operational soundness
• Customer service skills: Demonstrates professionalism and empathy in customer interactions
• Adaptability: Has the ability to learn and adapt quickly to new information and technology and can effectively relay those changes to the team
• Teamwork: Strives to build strong working relationships with those on their team as well as cross-functional relationships
• Flexibility: Capable of handling multiple demands and can readily shift priorities to support direct reports in daily tasks
• Influence: Capable of building rapport with different personalities to drive positive results
• Agility: Able to process information and move quickly through problem resolution
• Communication skills - interpersonal: Comfortable and confident with proactively engaging in conversation with different audiences

Responsibilities:

• Service standards - Foster collaborative partnerships that deliver value for customers, prospects and colleagues. Initiate conversation to uncover sales or referral opportunities. Listen attentively and ask insightful questions to understand customer needs and preferences; and take prompt actions to address immediate needs. Proactively look for ways to optimize performance by seeking coaching, supporting Bank initiatives and leveraging tools to enhance activities.
• Operations and administration - Comply with all regulations, bank policies, procedures and delegated authorities to manage risk related to credit, operational, reputational, regulatory and legal aspects of personal interactions, customer transactions and financial exposures. Complete required training by established deadlines. Perform general office management duties as assigned to ensure operational efficiency. Associates in roles defined to take deposits are accountable for transaction accuracy and operational efficiency of that function. The results may include an accountability for individual contribution as well as team performance.
• Team leadership - Manage performance and personnel functions for a team, ensuring operational soundness while executing on a plan to deliver results that create value for the customer and meet the financial expectations of the bank. Drive accountability to role expectations, responsibilities and authorities, providing one on one feedback and coaching that supports associate development and achievement of results. Leverages the expertise of Bank partners, other managers, and team to accomplish business goals.

Qualifications:

• Bachelor's degree and 1 year of experience in financial services, customer service, bank operations, or branch operations management OR High school diploma or GED and 5 years of experience in financial services, customer service, bank operations, or branch operations management
• Preferred area of experience: Management or supervisory experience within banking
• Skill(s): Financial literacy, Knowledge of retail banking products and services, Operations management