Head of Operations & Business Management

The Operations Supervisor II is responsible for the operational management and leadership of two retail locations in the assigned region. This position is accountable for productivity, quality, and high customer service standards within the respective assigned locations.

Practices exceptional service with customers using available training programs and measurement tools (ie. Uses numerous software applications to accomplish daily tasks and assists with training other employees on these programs as needed.

Supports operational needs, such as, but not limited to, processing daily transactions, wires, ATM settlement, vault balancing, safe deposit box entry/exit functions, basic fraud detection, and location security.

Provides customers with information on deposit accounts, rates, service charges, restrictions, and other relevant account information.

Performs and/or verifies compliance with all location audits, as well as acting as the primary contact for operational audit items.

Responsible for location and staff adherence to Alpine Bank customer service initiatives.

Acts as a back-up for CARE training within the assigned region.

Collaborates with other areas in the bank to develop best practices for successful banking operations.

Practices exceptional service with customers and handles escalated customer concerns.

Reviews customer surveys with team leaders, to develop coaching and feedback plans, ensuring a high level of customer service standards.

Regular and reliable on-site attendance is required as an essential function of this position.

The Operations Supervisor II is responsible for the operational management and leadership of two retail locations in the assigned region. This position is accountable for productivity, quality, and high customer service standards within the respective assigned locations.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Practices exceptional service with customers using available training programs and measurement tools (ie. Uses numerous software applications to accomplish daily tasks, and assists with training other employees on these programs as needed.

Supports operational needs, such as, but not limited to, processing daily transactions, wires, ATM settlement, vault balancing, safe deposit box entry/exit functions, basic fraud detection, and location security.

Provides customers with information on deposit accounts, rates, service charges, restrictions, and other relevant account information.

Performs and/or verifies compliance with all location audits, as well as acting as the primary contact for operational audit items.

Responsible for location and staff adherence to Alpine Bank customer service initiatives.

Acts as a back-up for CARE training within the assigned region.

Collaborates with other areas in the bank to develop best practices for successful banking operations.

Practices exceptional service with customers and handles escalated customer concerns.

Reviews customer surveys with team leaders, to develop coaching and feedback plans, ensuring a high level of customer service standards.

Regular and reliable on-site attendance is required as an essential function of this position.

Supervises Retail Operational staff including, but not limited to, Customer Service and Personal Banking Representatives, and Operations Specialist.

Resolves customer and employee complaints.

Oversees training in the department business line to ensure quality and accuracy.

Coordinates and oversees all aspects of talent management, including hiring, performance reviews, recognition, disciplinary actions, and terminations.

Extensive proven operations and leadership experience.

Ability to manage multiple tasks in a fast-paced environment.

Strong mathematical and cash handling skills.

Highly skilled in Microsoft Office programs and Adobe Acrobat.

High quality organizational and administrative skills.

Advanced understanding and application of banking compliance regulations.

Understands and demonstrates the importance of the ability to maintain confidential information.

A customer Service oriented individual.

Results-oriented mindset and focused, with excellent time management skills.

Education Or Formal Training

High School Diploma or General Education Diploma (GED) equivalent required.

Completion of Alpine Bank Advanced New Accounts training required.

The successful candidate will need to obtain the following training based on availability.

Alpine Bank Supervisory Training.

Alpine Management Academy.

Alpine Bank Commercial Banking Workshop.

A minimum of two (2) years working as a Personal Banking Representative II, Lead CSR or PBR, or Operations Specialist; Three (3) years of experience working on frontline at a financial institution, preferred.

Previous cash-handling and/or customer service experience required.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, filing cabinets, and multifunction printers. Some evening and weekend hours will be included. Occasional travel may be required.

Physical Activities
Physical demands of standing for long periods of time, good eyesight and hand/finger dexterity, and ability to remain calm and professional with upset customers. May spend significant time doing computer work, with repetitive motion likely. Starting Rate of Pay is between $27.25 to $32.25 per hour, depending on experience.