Branch Services Manager

Summary:

This position is responsible for the operations oversight of multiple branches. Responsible for ensuring all functions performed on the teller line are compliant and adhere to regulations and company procedures. Responsible for staffing, scheduling and managing Tellers within multiple branch locations. Perform daily Teller functions, assisting customers with their banking needs. Consults with the Market Manager to implement sales activities to obtain an acceptable level of Teller referrals.

Qualifications:

Education: High school diploma or general education degree (GED) and five years of banking experience. Three years of prior supervisory experience; or equivalent combination of education and experience. Must have a thorough knowledge of teller operations, workflow, and regulatory compliance.

Licenses/Certifications: None.

Experience: Five years of related banking experience and/or training; or equivalent combination of education and experience. General PC knowledge. Prior cash handling experience. Thorough knowledge of branch operations and regulations. Previous supervisory experience. Previous sales experience preferred.

Essential Functions:

A: Job Specific:

• Manage front line staff members in all areas of teller operations and duties. Work with Team Lead to coordinate workflow, assign duties, and monitor performance at each location.
• Schedule Tellers to ensure proper staffing levels are maintained and each teller-line is functional.
• Responsible for monitoring and reporting issues as it relates to the physical security of the Branch and ensuring all branch security systems are functional (camera angles are correct, images are clear, playback functionality is working, etc.), tested as required and adequately maintained. Train all branch personnel on the proper safety/security protocol. Maintain accurate information on branch staff and explicit robbery procedures.
• Oversee each branch's documentation that pertains to teller operations; cashbooks, audit logs, compliance documents, customer information, procedure manuals and internal communication.
• Work with the Operations Manager to identify inconsistencies in procedures, policies and practices within the network and assist in formulating a resolution of such matters.
• Act as a point of contact for Lead and other Head Tellers in the absence of the Operations Manager.
• Authorize transactions and exceptions that are outside the guidelines of teller and/or lead teller. Answer questions and provide direction to staff members. Ensure accuracy and validity of staff member's work.
• Resolve customer service issues that pertain to service received or transactions performed at the teller line. Research issues, correct deficiencies and follow-up with customers when needed.
• Implement policies and procedures as directed by the Operations Manager. Train staff members, monitor compliance and correct discrepancies within branch(s).
• Work closely with Market Manager to achieve branch sales goals. Log and monitor referrals, assist in the implementation of sales campaigns and activities. Motivate staff to achieve referral goals when assigned.
• Oversee special projects assigned to home branch. Allocate resources, receive status updates and create procedures to ensure completion.
• Conduct group meetings as necessary with Team Leads and/or entire front-line staff. Maintain communication and accessibility to each branch within the assigned market.
• Liaison with the Human Resources department to identify employee training needs.
• Work with the Human Resources department to interview and select new hires. Responsible for monitoring new hire's progress through orientation. Identify performance issues, document and create an action plan to correct discrepancies.
• Write and present annual reviews for all associates within the market. Solicit feedback from Lead Tellers, Operations Manager and Market Manager to compose evaluation.
• Meet individually with staff members as needed to define expectations, implement a corrective/development plan and coach to achieve optimal performance. Perform on the spot corrections in the event of poor performance or behavior. Initiate disciplinary action when circumstances warrant.
• Operate a window and assist customers with transactions. Contribute to the branch sales goals by identifying referrals and achieving quotas.
• Perform Team Leader functions for home branch when available.
• Exercise initiative to resolve issues quickly with minimal impact to the employees, customers and bank.

Knowledge/Skills/Abilities:

• The ability to communicate effectively and clearly, both in verbal and written communications.
• Excellent interpersonal skills.
• Strong knowledge of the business area that is being supported.
• Self-directed and motivated.
• The ability to manage multiple tasks.
• Ability to add, subtract, multiply, and divide all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Sutton Bank is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or protected veteran status.