Retail Operations Support Supervisor

SUMMARY OBJECTIVE:

This position is responsible for performing a higher level of support duties to the Retail Operations division while providing specialized program support under the direction of Retail Management; assists in performing various activities related to administrative, operations, compliance, and customer service; and ensures compliance with state and federal laws and regulations.

ESSENTIAL FUNCTIONS:

1. Assist the Retail Operations Manager always ensuring extreme confidentiality of all matters to the Retail Banking Division.

2. Assist in making appropriate recommendations related to the Community Banking Taskforce and with daily staffing models in order to achieve optimum staffing levels for all branches.

3. Lead, motivate, and direct a competent Travel Team staff, ensuring compliance with Bank policies and procedures, as well as Labor Agreement.  Conduct staff meetings to review operational problems and changes to banking regulations affecting bank operations.  Organize quarterly staff meetings along with Retail Operations Manager to review any pertinent topics including operations and customer service. 

4. Act as a liaison between Retail branch personnel and other bank departments to resolve operational problems and/or issues.

5. Assist in responding to and maintaining audit tracking for all branch and retail related audits.  

6. Contribute towards the changes, additions and/or deletions of the Disaster Recovery Plan, Pandemic plan, and Business Resumption testing for Retail Banking and branches.  Additionally, aid in the annual review of escheat filing for safe deposit boxes.

7. Continue to keep up to date on all changes/additions/deletions regarding the teller operations policies and procedures for the Bank and assist in implementing/training all branch personnel.  This may include the updating of the Branch Operations Manual.

8. Assist in researching and reviewing all teller outages to ensure compliance with policies and procedures.  Make appropriate recommendations as needed.

9. Prepare and distribute Retail reports on a consistent basis for all aspects of Retail Banking Operations.

10. Attend Bankway Change/Internet Banking Change Management meetings and complete any required testing. 

11. Write directions on new Bankway procedures and/or Policy changes.

12. Other Retail-related duties as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITY:

This position requires supervision of employees. 

WORK ENVIRONMENT:

This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS:

The employee is frequently required to: 1) Type or otherwise work with fingers; 2) Talk expressing or exchanging ideas by means of the spoken word.  Those activities in which they must convey detailed or important spoken instructions to other workers or clients accurately, loudly, or quickly; 3) Hearing – perceiving the nature of sounds at normal speaking levels with/without correction.  Ability to receive detailed information through oral communication and make the discriminations in sound; 4) Specific vision abilities required by this job include: viewing a computer monitor; extensive reading.

Sedentary work may require occasionally lifting of up to 10 pounds and/or move up to 25 pounds.  This work involves sitting most of the time with walking and sitting.

TRAVEL:

Occasional travel is required for this position.  

COMPETENCIES:

1. Communication Proficiency

2. Computer Skills

3. Customer/Client Focus

4. Deadline Oriented

5. Organizational Skills

6. Independent Judgment

7. Ethical Conduct

REQUIRED/PREFERRED EDUCATION and EXPERIENCE:

A minimum of a bachelor’s degree is required along with three (3) or more years of administrative and sales experience is required. Proficiency with Microsoft Office software, strong organizational, interpersonal and communication skills are necessary.  Must be able to demonstrate self-initiated project management skills and sound independent judgment.