Provides leadership and subject matter expertise on operational direction, best practices, bank policy and regulatory requirements under the guidance of an Operations Enablement Consultant II or III and/or the Operations Enablement Lead.
Leads, and collaborates with the Financial Center staff to support the implementation and continued maturity of the Northwest retail network operational excellence. Identifies process improvements based on feedback and observations within the financial center, to reduce risk, and create efficiencies. Educate the staff to drive meaningful improvements in Bank operations. Works with District Managers and Financial Center Managers to drive the development and execution of standard operating practices supporting the financial and operational goals. This role will learn and deploy a consistent, systematic operational methodology for achieving operational soundness that drives performance acceleration, a positive customer and employee experience.
Essential Functions
- Identify and resolve daily operational problems, by providing excellent customer, branch, and business unit support, through operational process integrity
- Perform all required audits, (Financial Operations Audits, BPA, and User Audits) and other to increase office performance, report findings and follow up with exceptions and provide assistance with remediation
- Cultivate and maintain a positive and collaborative relationships with all staff including support services and other internal partners
- Play an active and participatory role in operational investigations, and work in concert with Financial Center Management on making recommendations to the HR Partner on level of discipline and be an active partner in the plan for improvement
- Maintain appropriate departmental records and reports
- Make recommendations and consult with the Ops Policy Administrator on Operational procedures
- Conduct quarterly Operational Excellence meetings in collaboration with the Operations Enablement Lead
- Attend and participate in all required and necessary meetings, including by not limited department, regional or district meetings and financial center staff meetings to improve communication and ensure compliance with Northwest Operational practices
- Support the Branch Operations Support department with phone coverage as needed
- Lead on the job training of new team members and Northwest employees, this could include classroom, or side by side education sessions including partnership with District Management to ensure employees with performance gaps are receiving the necessary support
- Active participate of all corporate or department projects as assigned
- Align departmental practices and operational procedures with Northwest’s strategic plan initiatives
Additional Essential Functions
Essential Functions
- Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
- Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
- Work as part of a team
- Work with on-site equipment
Additional Responsibilities
- Complete other duties and special projects as requested by management
Safety and Health for those without supervisory duties
- Abide by the rules of the safety and loss prevention program
- Perform work tasks in a safe manner
- Report any and all injuries to supervisor
- Know what to do in case of an emergency
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
Bachelor's Degree in Business, Finance, or Related Experience
Work Experience
2 - 6 years leadership, and coaching experience or
5 - 6 years Retail banking experience, with a concentration in operations and compliance or
2 - 6 years Customer Service experience
2 - 6 years Problem solving
General Employee Knowledge, Skills, and Abilities
- Ability to establish effective working relationships among team members and participate in solving problems and making decisions
- Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
- Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
- Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
- Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
Additional Knowledge, Skills and Abilities
- Knowledge of job specific banking products and services
- Knowledge of bank systems
- Knowledge of all branch processes and policies, including but not limited to teller processing, teller balancing, office balancing, new account procedures, branch capture, general knowledge of all Northwest products and services, delivery channels, operations manual policies, and account processing manual policies
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.
