Operations Services Supervisor (Retail Bank Teller Manager)

Operations Services Supervisor (Teller Manager)

At First Citizens Bank, together we become better. We're looking for people who want more than just a job - who want to make a difference in the communities where we live and work.

As an Operations Services Supervisor (Teller Manager) at First Citizens Bank, you will be responsible for the operational management of one branch and managing the team of service line associates. This position processes teller transactions and other customer service requests, and facilitates customer awareness and education of bank capabilities, tools and resources. It is 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
• Influence: Capable of building rapport with different personalities to drive positive results
• Sales Skills: Ability to support team with client servicing calls, identifying client needs or opportunities by fulfilling the need or referring the client to the appropriate branch team members or specialist
• Communication Skills - Interpersonal: Comfortable and confident with proactively engaging in conversation with different audiences

Responsibilities:

• Team Management - 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. Regularly and proactively leverage the expertise of bank partners, other managers or team.
• 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 way 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.

Qualifications:

• Basic Qualifications:
  • Bachelor's Degree and 1 year of experience in financial services, bank operations, or branch operations management OR
  • High School Diploma or GED and 5 years of experience in financial services, bank operations, or branch operations management
• Additional Required Skills and Experiences:
  • MUST HAVE: 1+ years of recent experience in Retail Bank management and operations (Teller Manager, Assistant Branch Manager, Branch Manager, etc.)
  • MUST HAVE: 1+ years of recent experience with "People" management - this role will lead a small team of Sales and Service Representatives and guide them in meeting operational standards and exceeding sales metrics
  • Strong, professional communication skills - This role will communicate with multiple levels of banking partners as well as current and potential clients
  • Well-rounded understanding of Retail Banking Operations - This role will lead branch audits and work to consistently audit the Teller Line