Head of Retail Operations-Bank

Airport Fwy., PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The "P" comes first, because our customers are at the center of everything we do, and we recognize that it's our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. Position OverviewThe Director of Operations is responsible for working with District Managers and providing the leadership necessary to ensure that all stores in the region deliver outstanding customer service, meet all operating objectives, sales, and financial goals, and follow all company policies and procedures. The Director of Operations is responsible for ensuring team members and District Managers are motivated and trained and that qualified team members are developed and ready to fill open positions through expansion or turnover.Job ResponsibilitiesEnsuring that all stores in the assigned region are providing outstanding customer service and establishing relationships with our customers so they choose to do business with us againResolving and documenting customer complaintsEnsuring all team members are complying with all company policies and proceduresEnsuring Field Employees comply with the Customer Information Program and Customer Due Diligence requirements, in addition to ensuring Field Employees are complying with the Policy and Program requirements.Actively verifying the appropriateness of state level processes and procedures for stores within their respective states and confirming full compliance by all Field Employees.Ensuring District Managers understand and take appropriate actions related to any AML, CTF, or sanctions issues that are identified by Internal Audit, regulatory agencies, or the Compliance Team that impact store operations.Coaching District Managers to establish weekly and monthly goals based on each store's operational results, to improve performanceDeveloping and implementing strategies to improve the region's performance, increase total market share and revenuePreparing annual budgets with District ManagersAnalyzing monthly financial statements for each region/store to identify those that are not operating within the assigned budget and/or meeting financial goals and take corrective actionWorking closely with the HR team to ensure that teams are following proper guidelines/processesForecasting and managing monthly revenues, gain of accounts, and bad debt results.Making decisions regarding large check check-cashing transactions tVisiting stores regularly to make sure they are operating per company policies and proceduresEnsuring staffing, training and ongoing development of all team members in the regionDeveloping, promoting, and monitoring effective career developmental programs and action plans for all team membersDocumenting and resolving all employee complaints or directing the issues to the proper level of management for resolutionEnsuring that company audits are answered on time and per company policy.Representing the company in an honest, professional and enthusiastic mannerBeing a positive example to all team members by demonstrating professionalism, good conduct, and judgment at all timesRecommending new store locations and overseeing the opening of new stores.Providing operational support and helping resolve accounting, auditing, legal, and customer service issues that the District Manager cannot resolve, by working with appropriate corporate office departments.Reviewing and approving payroll.Promoting local periodic solicitation/marketing promotions and mailings.Ensuring a neat and clean store environment is always maintained in all stores for our customers and team members.Perform other duties as assigned by management.Job RequirementsA minimum of eight years of multi-unit management experience or successful regional management experience, ideally from the following industries: retail, financial, restaurant, hospitalityExcellent verbal and written communication skillsOutgoing and enthusiastic personalityProfessional appearance and demeanorExcellent customer service skills and experienceGood personnel and management skillsExperience in collectionsExperience in working with computersMust be honest and have integrityMust have a valid driver's license and reliable transportationPhysical RequirementsMust be able to stand for extended periodsMust be able to travel to stores regularlyAbility to lift up to 15 lbs. with little assistanceBenefitsBenefits for eligible team members include medical / dental / vision, 401(k), vacation, opportunities for advancement, and on-going training.BonusThis position is bonus eligiblePLS is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team at View email address on click.appcast.io decision on granting accommodation will be made on a case-by-case basis.