Job Summary

The Operations Manager is responsible for managing all operational activities within the branch to limit operational risk and ensure delivery of effective financial services to customers. The Operations Manager provides guidance, direction, and supervision to staff to ensure they meet the highest performance level and adhere to the Bank’s policies and procedures and all applicable laws. The Operations Manager is responsible for the customer experience and ensuring that the branch delivers high quality customer service in accordance with the Bank’s values and objectives. The Operations Manager plays a critical leadership role in the branch and is required to exercise discretion and independent judgment, as necessary.

Essential Duties 

Manages and oversees operational compliance within the branch, including but not limited to: compliance with all state and federal laws and regulations, compliance with Bank policies and procedures; and monitoring transaction accuracy.

• Maintains up-to-date knowledge of state and federal laws and Bank policies and procedures, including but not limited to: the Bank Secrecy Act (BSA), Anti-Money Laundering and Office of Foreign Assets Control (OFAC) regulations, Customer Identification Program (CIP), financial elder abuse reporting, equal employment opportunity and fair employment practices laws, and information security and privacy requirements.
• Supervises, mentors, and develops staff to meet performance expectations and goals and adhere to the Bank’s policies and procedures and all applicable law.
• Communicates and trains staff on new Bank policies and procedures, operational changes, and new bank products.
• Identifies operational risks, educates staff to avoid operational risks, and creates action plans to correct operational issues that arise in the branch.
• Ensures that the customer experience is consistent with the Bank’s values and objectives, using available resources and technologies to optimize the customer experience.
• Connects customers with the appropriate staff to achieve the customer’s financial goals, ensures all sales, service, and specialized needs are met, and assists in driving overall revenue growth for the branch.
• Approves wire transfers up to designated limit, provides supervisor overrides, approves check holds, researches and resolves cash differences, oversees vault and/or ATM settlement and night drop deposits, and resolves operational issues, including any occurrences of a serious nature related to a customer, customer account, transaction activity, and employee handling of transactions.
• Issues and receives cash to/from the bus and vault, resolves teller differences, audits cash drawers, reviews transactions and proof of work, and completes operational reports.
• Maintains internal controls to protect the bank for the processing of branch cash, wire transfers, legal processes, special collections, rejected debits, large items, overdrafts, issuance of official checks, stop payment orders, return or charge back items, holds and warnings, hold notices, and currency transaction reports.
• Tracks and manages service and operational performance metrics though monitoring of daily activities and reports.
• Collaborates with Branch Manager regarding responses for independent third party and regulatory audits of the department; ensures deficiencies identified from such audits are corrected.
• Follows policies and procedures; completes tasks correctly and on time; and supports the company’s goals and values.
• Performs other duties and projects as assigned.

Required Knowledge 

• Regulation CC
• Regulation DD
• Regulation D
• Regulation E (EFT) 
• Bank Secrecy Act
• Bank Protection Act (Security)
• Privacy Laws
• Regulation BB (CRA)
• Basic knowledge of Regulation B (ECOA) 
• Fair Credit Reporting Act 
• Teller Operations
• Merchants Teller Operations 
• New Account Procedures
• Saving Bonds Procedures
• Special Collection Procedures
• Safe Deposit Box Procedures
• Products & Services
• FDIC Insurance 

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, and Information Security and privacy requirements, as the control point for the office to ensure that all CIP, BSA, OFAC requirements, procedures and time frames are met.

Basic Knowledge, Skills and Abilities 

• Leadership Skills
• Supervisory/Mentoring Skills
• Motivating/Coaching Skills 
• Clear understanding of the English Language (Spoken & Written) 
• Basic Mathematics Skills
• Telephone Skills 
• Customer Service Skills
• Strong typing skills
• Critical Thinking, Judgment & Problem Solving Skills
• Ability to actively listen & learn
• Ability to use oral communication techniques to sell products or services
• Ability to respectfully communicate with Supervisors and Co-workers
• Ability to effectively deal with unpleasant, angry or discourteous people
• Ability and desire to interact in a team environment, and willingness to contribute to team efforts 

Equipment Operated 

• Telephones
• Desk Top Computers 
• Currency Machines & cash recyclers
• Scanners 
• Standard Office Equipment (copiers, fax machines)

Physical Requirements & Work Environment 

• Requires repetitive movement
• Requires standing and/or sitting for prolong periods of time
• Requires lifting up 25lb
• Requires using hands to handle, control or feel objects
• Office setting w/controlled temperature

Education and Experience 

• Bachelor’s Degree or equivalent work experience required
• 2 to 4 years of banking and supervisory experience with a strong emphasis on customer service and sales
• Preferred candidate must have 24 to 36 months of teller, new accounts and sales experience