Territory Operations Leader - Cleveland, OH / Phoenix, AZ / CA / IN

Position Title

Territory Operations Leader - Cleveland, OH / Phoenix, AZ / CA / IN

Location

Cleveland, OH 44114

Job Summary

A Branch Banking Operations Territory Leader is a subject matter expert in branch policies and procedures. The Territory Leader will be responsible for leading and managing a team of professionals providing guidance, coaching, education and fostering a positive work environment and culture of inclusion. They will develop and implement plans to optimize territory operational performance, including process improvement initiatives and cost reduction strategies. Oversee operational activity in the Territory by driving, supporting and achieving operational targets.

Pay Range: $117,185.00 - $155,270.00 - $193,355.00

Pay Range: Local Minimum Wage - $0.00 - $0.00

Job Responsibilities

JOB RESPONSIBILITIES

• Coaching, Training and Mentoring - Train and develop Market Operations Leaders. Lead and participate in various meetings and conference calls with territory, market and branch leadership to ensure team is current on all procedural changes and continuing education on current procedures and processes. Track necessary required compliance training to ensure it is completed on time. Answers questions as they may arise from territory, market, and branch leadership. Coach new/existing leadership team members regarding operational functions (branch visits). Develop and review action plans to remediate any branch audit issues and findings. Coach for account quality improvements. The Territory Operations Leader is responsible for ensuring Market Operations Leadership is prepared to lead the operations portion of all Branch Leader and Assistant Leaders meetings and conference calls. They are also responsible for coaching and training on a weekly basis to ensure quality account openings based on the results of the weekly error corrections report. The Territory Operations Leader will lead operational calls/meetings with the Market Operations Leaders within their territory and conduct onsite visits jointly with the Market Operations leaders for coaching and development opportunities. All of these efforts will help to meet the goal of producing high quality audits, maintaining compliance with federal regulations and internal bank policies, and in generating quality work by doing things right the first time.
• Territory Operational Performance Management and Strategy – Prepare for Internal and external auditing by conducting & preparing summaries of Branch Audits/Procedural Reviews. Successfully lead team to support financial and other targets. Focus on key behaviors that drive efficiency and operational excellence. Oversee all operational activity in the footprint by driving, supporting and achieving monthly, quarterly, and annual goals. Stay informed of key priorities and business updates and regularly communicate with all team members. This position will be responsible for demonstrating strong skill in creating and executing operational strategies that drive business growth and profitability. Analyzes data and makes recommendations for procedural improvements and efficiencies. Annual review of audit procedures to ensure they are up to date with current policies. Review and compile reports to monitor for quality issues and address accordingly. Review reports generated daily, weekly and monthly to ensure accuracy of several areas of account quality and compliance such as CIP (Customer Identification Policy), KYC (Know Your Customer) and other reports to detect possible compliance errors or fraudulent activity. Ensure team is following up on issues that are reported in a timely manner. Compile and distribute necessary reports and investigate any questions or gather feedback regarding operational aspects. Promote and model the company standards and values. Ensure an excellent client experience by being knowledgeable of all bank products and services, providing outstanding client experience, and resolving problems to prevent client dissatisfaction.
• Risk Management and Operation Compliance – Hold Market Operations Leaders accountable for their operational responsibilities to protect against fraudulent activity. Review daily, weekly and monthly quality and operational reports. The reports may indicate issues of compliance or procedural issues that could put the bank at risk of loss. Follow up with teams to ensure training and understanding of issues to prevent future occurrences, where needed. Research losses or potential losses due to procedural violations and review with branch teams, as-well-as review monthly reporting to ensure branch leadership is within the guidelines. Any issues will be reported to the Director of Banking Operations Execution, Territory Executives, Market Leaders and/or Branch Leaders as necessary. On call to assist with procedural inquiries from branches to provide supervisory authority limit review and approvals for various items. Investigate matters to assist with holding staff accountable regarding procedures and practices. Track and analyze data and make recommendations for department improvements. Participate in committee meetings and various projects throughout the year. Develop and maintain strong rapport with peers, market leaders, departments and Territory executives. Communicate changes, updates or problems with applicable bank branches. On call to assist and visit branches in the event of robbery or emergency circumstances. Other operational bank branch aspects and procedural updates to cover federal regulations and compliance. Responsible for approving transactions above market leadership limits including (but not limited to); wire transfers, cashier’s checks, cash withdrawals, as-well-as approving procedure and account opening exceptions. Act as Records Retention Lead for each banking center with the responsibility of overseeing all records retention activities. This includes onsite branch training and preparation, maintaining branch logins to the IM Connect website, ensuring semi-annual clean-up of shared drives and branch physical records is completed, approval of destruction of records at Iron Mountain and completing an annual spring clean-up initiative. Data Loss Protection Lead for assigned branches with the responsibility of closing all branch events, providing coaching/training to any employees that violate Data Loss Protection policies, as-well-as escalating any potential security breaches. Lead contact and coordinator for all branch new builds, relocations, and closings. Assist Financial Crimes Unit/Fraud in investigating suspected fraud, balancing issues, or any other employee related fraud. Partner directly with Market Leader for assistance in employment issues arising from operational/performance matters. Partner directly with various departments to assist with escalated customer issues and help develop procedures and improve upon existing procedures.
• Take the lead in drafting updates to various procedures. On call to assist with procedural inquiries from branches and escalated items from Market Operations Leaders to provide supervisory authority limit review and approvals for various items. Investigate matters to assist with holding staff accountable regarding procedures and practices.
• Analyzes and resolves problems pertaining to escalated operational issues.
• Responsible for talent management functions including: employment, performance evaluations, staff development/training, disciplinary actions, succession planning and ensuring all staff comply with compliance requirements.
  
  

Additional Accountabilities

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations.
  
  

Flagstar is an equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, or national origin.