Position Summary:
Under the direction of the Market Manager/Branch Manager, the Operations Lead is responsible for the leadership and management of the Tellers and Personal Bankers at their respective branch location. The Operations Lead will coach and develop employees while fostering the Bank’s Core Values. Through collaboration with the Market Manager/Branch Manager, Senior Management, and President, the Operations Lead will implement new and updated procedures for their respective branch location.
This position will ensure quality service and effective customer support for all internal and external customers. The Operations Lead will accomplish these results through the effective management of their team of tellers and personal bankers. Utilizing a high degree of independence in solving problems and making decisions where only exceptions requires the concurrence of the Market Manager/Branch Manager. This position is also responsible for the administration and efficient daily operations of the branch location, including operations, product sales, customer service, and security and safety in accordance with the Bank's objectives, either directly or through subordinates.
This position will require an understanding of bank operations, products, systems, and lines of business including Core systems, deposit and loan documents, teller processing, and electronic baking platforms.
The level of this position is based on years of service, education and/or equivalent experience, knowledge level and skill set.
To perform this job successfully, an individual must be able to perform each Essential Function and Skill 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 essential functions.
1. Mentor, coach, and support the teller line and personal bankers in the areas of scheduling, accuracy, compliance accountability, cross-sell of bank products and delivering superior customer service.
2. Lead and supervise risk and the operations of teller functions to deliver exceptional customer service and colleague experience, and related processes.
3. Make decisions and resolve issues related to daily operations of the teller line and personal banking staff, under the direction of the Market Manager/Branch Manager.
4. Provide customer service to customers by opening new accounts, verifying account balances, processing stop payment orders, printing debit cards, resolving digital banking issues, assisting customers with safe deposit boxes, and back-up for teller line as needed.
5. Encourage teamwork, communication, and collaboration, while assisting in the ‘Can Do’ spirit of the organization.
6. Assist in hiring, scheduling, training, and monitoring the work of all direct reports.
7. Assist in monitoring and auditing all teller and new account functions ensuring this area remains in compliance with bank policies and procedures as well as regulatory guidelines and applicable laws.
8. Plans, schedules, and coordinates department work activities resolving in the smooth data processing and operational functions.
9. Upholds complete confidentiality of information processed.
10. Handles complaints, arbitrates disputes and resolves grievances where only exceptions require the concurrence of the Branch Manager, Market Manager, and/or SVP-Sr. Operations Manager.
11. Demonstrates a strong commitment to customers and the Bank.
12. Performs job accountabilities with a high level of accuracy and timeliness.
13. Maintain effective communication to increase efficiency, satisfy customers, improve quality, and create solutions.
14. Work with management for effective conflict resolution along with maintaining skills for conflict management.
15. Problem solving and critical thinking skills will be a key part of the Operations Lead role and its responsibilities.
16. Prepares performance evaluations and takes corrective action as necessary to improve the performance of their direct report(s).
17. Provide knowledgeable, efficient, and accurate operational support for the bank's computer and accompanying programs.
18. Maintain good working relationships with customers and employees and promote a positive public image within the community.
19. Assists in administration of various bank programs, employee, and customer events.
20. Review, recommend, and implement new methods or workflows that increase the efficiency and effectiveness of daily operations.
21. Actively cross-sell all other bank services
22. Works to resolve issues and implements plans to address deficiencies resulting from Internal and/or external audit examinations.
23. Obtain and maintain a working knowledge of regulatory requirements as they relate to safety and soundness, compliance, and operations.
24. Assign the workload of the Operations Lead’s direct reports, ensuring they are properly trained to perform their duties, evaluate their performance, and recommend any disciplinary action if necessary.
25. Assist the human resources department in staffing the Branch Operations Department which includes interviewing, hiring, promoting, and terminating.
26. Ensure proper coverage and staffing for all direct reports which includes reviewing and approving time off requests and timesheets.
27. All employees are expected to exemplify and follow our core values.
28. Regular attendance and punctuality when reporting to work.
29. Travel for trade and industry schools and seminars as needed.
30. This position may require installation of a Multi-Factor Authentication (MFA) app on an employee’s personal mobile device. THE MFA apps are used to authenticate a user’s identity to the system for security purposes.
31. Adhere to and comply with all applicable, federal, and state laws, regulations, and guidance, including those related to BSA/AML, as well as adhere to the Bank’s policies and procedures.
32. Perform other duties as assigned and requested.
Humility - We are “blue-collar bankers”. We are relatable, down-to-earth people who greet our smallest customer the same way we greet our largest.
Respectful, Genuine Care for Others - We care about each other, we care about our customers, and we care about our communities.
Finds A Way - This simply put, is nothing more than attitude. It’s a can-do spirit, a desire to help, to contribute, to go above and beyond, and to make a difference.
Effort - We expect a lot of ourselves and hold ourselves to a high standard. We are not entitled, and we need to earn it from our customers and each other every day.
Owning-It - Owning-It or Accountability is a big word that can encompass a great many things. For Citizens Alliance Bank, it’s about ownership. When an employee says they will do something, they follow through and get it done.
Required - High School diploma or GED, Etc.
Required – Continuing Education to maintain job knowledge.
Preferred – Three to Five years of banking experience.
Preferred – Three to Five years of customer service experience.
Preferred – Proficiency in Microsoft Suites
The employer has the right to revise this position description at any time. The position description is not a contract for employment.
Citizens Alliance Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual preference or orientation, gender identity, gender expression, national origin, disability, veteran status and all other protected classes.