AVP Branch Operations Manager

REPORTING RELATIONSHIPS

Position Reports To: Director of Branch Operations

Position May Supervise: Customer Service Representatives, New Accounts Representatives, New Accounts Officers

POSITION PURPOSE

Summary: Responsible for daily operations of the branch. Ensures established policies and procedures are followed. Oversees the provision of a full range of services to customers and prospective customers. Ensures customers are promptly and professionally served. Trains, directs, and supervises branch staff. Maintains a strong working knowledge of Customer Service Representative (CSR), and New Accounts responsibilities and can function in role if needed. Performs various branch functions as required.

Key Responsibilities:

1. Ensures branch operations run smoothly and in accordance with regulatory requirements as well as Bank policies and procedures.
2. Establishes and maintains effective coordination and working relations with branch personnel. Supervises, guides and assists branch staff.
3. Establishing and maintains effective, professional business relations with customers.
4. Completes required reports, follows up as needed and ensures monthly and quarterly branch audits and certifications are completed accurately.
5. Remains current on relevant banking regulations and shares updates with staff.
6. Helps to maintain current and accurate branch policies, procedures and forms.
7. Provides training to branch staff on updates and changes to policies and procedures.
8. May be required to travel from time to time.
9. Maintains thorough Knowledge of bank products and services.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the supervision of branch operations.
   1. Supervises the smooth operation of the branch to ensure service quality, accuracy, efficiency, and risk management. Provides suggestions for improved effectiveness.
   2. Ensures branch compliance with all policies, procedures, and complies with applicable laws and regulations, particularly as they pertain to audit, security, compliance, and internal controls.
   3. Completes required reports and ensures monthly, quarterly, and annual branch audits and certifications are completed accurately.
   4. Ensures branch security. Responsible for opening and closing the branch in accordance with set hours and established procedures. Tests branch security equipment (cameras, alarms) according to established procedures.
   5. Responsible for branch vault, ATM and cash supply. Prepares, receives, and processes cash shipments per procedures, ensuring adequate currency supplies at all times.
   6. Ensures the branch balances all transactions at the close of each day including balancing of the Vault, ATM, and Night Drops deposits. Proofs CSRs, runs related reports. Balances all branch cash to the General Ledger on a daily basis. Completes month end certification of all cash items and negotiable instruments.
   7. Ensures proper completion of MILs, CTRs and SARs.
   8. Assists with Customer Service Representative and New Account Officer functions. Performs duties related to certificates of deposit and IRAs. May handle safe deposit boxes. Assists in opening new customer accounts.
   9. Assists with updating and implementing changes to established policies and procedures within the branch. Helps to identify missing or inaccurate procedures. Assists with establishing new procedures.
   10. Promotes branch business development and seeks to broaden customer base. May cross sell Bank products and services.
2. Assumes responsibility for establishing and maintaining effective coordination and working relations with branch personnel.
   1. Provides assistance, direction, and supervision as needed including guidance for New Accounts Representatives/Officers and Customer Service Representatives.
   2. Reviews and monitors the work of branch personnel. Provides suggestions and support as necessary.
   3. Assists with orientation of new employees and staff training sessions. Ensures personnel are well trained in all phases of their respective jobs including operations and product knowledge. Performs cross training as necessary.
   4. Determines appropriate staffing levels and scheduling of employees. Oversees the lobby to reduce the wait time and provide support to staff.
   5. Tracks individual employee progress and conducts performance appraisals. Formulates and implements corrective actions as needed
3. Assumes responsibility for establishing and maintaining effective, professional business relations with customers.
   1. Ensures customers' requests and questions received through multiple channels are promptly and courteously resolved. Answers customers’ questions or refers appropriately.
   2. Ensures customers are informed of Bank services, products, and policies.
   3. Ensures the Bank’s professional reputation is maintained.
4. Assumes responsibility for related duties as required or assigned.
   1. Assists with branch personnel functions as needed.
   2. Ensures work area is clean, secure, and well maintained.
   3. Completes all required compliance training in a timely manner. Attends meetings.

QUALIFICATIONS

Education/Certification: High school graduate or equivalent. Additional coursework preferred.

Required Knowledge:

• Thorough knowledge of all branch operations and functions, including deposit products and services. Familiarity with other business line products.
• Strong knowledge of new accounts and teller functions.
• Knowledge of banking laws and regulations.
• Working knowledge of MS Office products (Excel, Word, Outlook, etc.).
• Comfortable using video conference products like Zoom.

Experience Required: Five years of related bank operations experience required. Minimum 3 years bank supervisory experience required.

Skills/Abilities:

• Strong interpersonal and communication skills.
• Displays assertiveness along with patience, diplomacy and empathy.
• Ability to communicate effectively and professionally in person, over the phone and by email.
• Well organized and self-motivated. Ability to meet deadlines.
• Ability to exercise good judgement and discretion in applying and interpreting bank policies and procedures.
• Ability to exercise good judgment, and apply past experience in new and ambiguous situations. Ability to problem solve.
• Effective management and leadership skills to select, motivate, develop, and supervise assigned personnel. Leads by example.
• Ability to lead and participate in meetings both in person and virtually.
• Able to comfortably operate computer applications and basic business equipment.