Senior Operations Manager

Senior Manager – Branch Operations, VP | Aventura, Florida

About Safra National Bank of New York

Safra National Bank of New York ("Safra National") is a nationally chartered U.S. Bank supervised by the Office of the Comptroller of the Currency and member of the Federal Reserve and the Federal Deposit Insurance Corporation (“FDIC”). Headquartered in New York, with branches and offices in Florida, Massachusetts, California, and representative offices in Brazil, Chile, Mexico, and Panama, Safra National Bank is a leading private bank with a devoted team of relationship managers serving many sophisticated U.S. and international high net worth clients.

Description:

The Senior Manager –Branch Operations oversees the efficient and compliant operations of all regional branches across the United States for Safra. Reporting to the SVP, Head of Banking Operations, this role is pivotal in ensuring branches deliver exceptional client service, adhere to regulatory requirements and policies and procedures, and operate efficiently. The Senior Manager provides deploys the strategic direction for the branch network, develops and enforces operational standards, and supports branch teams in achieving operational excellence.

Responsibilities:

Client Service Excellence:

1. Ensure that branch teams deliver a superior client experience aligned with the bank’s private banking standards.

2. Address escalated client issues or concerns, providing solutions that uphold the bank’s reputation.

3. Support branch managers in cultivating client relationships and identifying opportunities to enhance services.

Branch Operations Management:

1. Monitor daily operations across regional branches, ensuring adherence to policies, procedures, and service standards.

2. Oversee cash management, transaction accuracy, and timely resolution of operational issues.

3. Ensure branches are equipped with the necessary tools, technology, and resources to operate effectively.

4. Manage daily special requests and exceptions to ensure risk tied to these are properly mitigated and that these are properly logged for Executive Management consideration.

5. Collaborate with branch managers to address operational challenges and implement best practices.

6.Develop and maintain standard operating procedures (SOP’s) for branch operations.

Imaging and Record Retention

1.Oversee the bank’s document imaging and record retention programs, ensuring compliance with legal and regulatory requirements.

2. Manage the relationship with IST and Iron Mountain, ensuring secure and efficient mailing, storage, retrieval and destruction of physical records.

3. Implement and monitor quality control measures for digital imaging systems.

Performance Monitoring and Reporting:

1. Develop and monitor Key Performance Indicators (KPIs) to measure operational efficiency, client satisfaction, and compliance adherence.

2. Provide regular reporting to the SVP on branch performance, highlighting areas of strength and opportunities for improvement.

3. Analyze trends in branch performance and recommend data-driven solutions for optimization.

Staff Development and Leadership:

1. Lead and mentor regional branch managers, fostering a culture of excellence and continuous improvement.

2. Develop and implement training programs to enhance the skills and knowledge of branch teams.

3. Collaborate with Human Resources to support career development, succession planning, and performance management initiatives.

Operational Efficiency and Innovation:

1. Identify and implement process improvements to streamline branch operations and enhance productivity.

2. Collaborate with technology teams to introduce innovations that optimize branch workflows and client interactions.

3. Standardize procedures across branches to ensure consistency and scalability.

4. Set and monitor performance metrics (KPI’s) for branches ensuring efficiency, customer satisfaction and operational accuracy.

Collaboration and Cross-Functional Support:

1. Work closely with other departments, such as Compliance, Risk Management, IT, and Marketing, to support branch operations.

2. Represent branch operations in cross-functional branch projects and initiatives to align with enterprise goals.

3. Serve as a liaison between regional branches and corporate leadership, advocating for branch needs and priorities.

Compliance and Risk Management:

1. Ensure all regional branches comply with regulatory requirements, including AML, OFAC, and Know Your Customer (KYC) policies and procedures.

2. Conduct regular quality reviews to identify and mitigate risks, addressing any findings promptly.

3. Maintain and enforce operational controls to safeguard against fraud, errors, and other operational risks.

Strategic Alignment and Deployment of Critical Initiatives:

1. Develop and implement operational strategies to ensure consistency and efficiency across all regional branches.

2. Align branch operations with the overall goals and objectives of the bank.

3. Leads in coordination with other bank areas the establishment of new branches locations, branch related new projects and initiatives.

4. Collaborates with senior leadership to align branch operations with broader banking strategies.

5. Lead and participate in special projects to enhance branch performance, streamline processes and integrate new technologies.

Qualifications:

• Education:

• Bachelor’s degree in Business Administration, Finance, or a related field.

• MBA or advanced degree preferred.

• Experience:

• 10 years of experience in banking operations, with at least 5 years in a leadership role managing multiple branches or regions.

• Experience in private banking or wealth management is highly desirable.

• Technical Skills:

• Strong knowledge of branch operations, regulatory compliance, and risk management practices.

• Proficiency in banking systems, operational dashboards, and reporting tools.

• Familiarity with branch technology solutions and innovation trends.

• Leadership Skills:

• Proven ability to lead and inspire teams, manage through change, and drive performance improvement.

• Strong problem-solving, decision-making, and strategic planning capabilities.

• Excellent communication and interpersonal skills for effective collaboration with internal and external stakeholders.

Working Conditions:

• Travel: Up to 50% travel to regional branches for on-site visits, quality reviews, and team engagement.