Head of Operations & Business Management

Leads transformational change such as technology upgrades, product updates, digital and self-service options in the branch by ensuring team member readiness via onsite or virtual communications, skill development and reinforcement.Partners with Senior Division Operations Manager (SDOM) to assist with functions of the division, including staffing and managing employee issues related to non-sales activities.Is the Subject Matter Expert and applies critical thinking skills to assess and resolve complex branch and customer issues.Coach branch management and staff in developing processes to ensure operational integrity.Through branch visits, observe and evaluate customer interactions and provide observation and feedback to ensure high customer service levels.Provide training and mentorship and identifying candidates for career progression.Conduct Service Excellence Manager meetings, with the support and guidance of the SDOM to disseminate and discuss new and revised initiatives in operations, sales, service and compliance. Conducts research to address customer complaints and assists in suggesting course of action. Effectively balances customer satisfaction to risk.Partners with SDOM to provide feedback and guidance on branch HR issues, including employee disputes, performance issues, correction active and terminations.Act as liaison between branches and back office departments including: legal, deposit operations, AML and Retail Banking.Assist the SDOM to implement the opening, relocating, and closing of branches.Act as the liaison to seek resolution of significant branch cash differences and general ledger situations. In collaboration with Corporate Secu and HR, conduct research regarding targeted issues, such as disaapearance of cash, false proofs and unresolved general ledger differences. Prepare Incident Reports regarding customer fraud and losses. Provide guidance for resolution, employee coaching and policy revisions.When identified, report unusual customer and employee activity under AML/BSA guidelines.Partner with management on escalation and resolution of branch I.T. and facility issues. Partner with management to oversee and field questions around branch daily large overdraft decisioning, non-post processing and branch cash management.Accept and execute other duties and responsibilities as assigned, to include special projects, ad-hoc committees, etc.Job RequirementsRequired Skills:Strong business acumen.Ability to manage multiple priorities and meet deadlines.Ability to make sound business decisions in a fast-paced work environment.Ability to read, analyze, and interpret general business periodicals, reports, professional journals, technical procedures, or governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, customers and staff.Intermediate PC skills including Microsoft Word, Excel, PowerPoint.Required Experience:High School Diploma or GED.Minimum of 5 years of related experience in branch account opening and/or platform, branch management development experience.Preferred Experience:Bachelor's Degree.Prior experience in Retail banking credit union, or other financial institution.