Job Description
Position Summary
The Banking Center Operations Manager is responsible for the administration, management and efficient daily operation of a full-service banking center. This includes operations, product sales, customer service, facility maintenance, security, and safety in accordance with the Bank’s objectives. The Manager will develop new deposit business, provide a superior level of customer service, and promote the sales and service culture through coaching, guidance, and staff motivation. The Manager will also be responsible for achieving individual and banking center sales goals through new business, sales, referrals, and retention of account relationships. This role requires the Manager to provide leadership, training, and supervision, actively participate in sales management, be well versed in the Bank’s products, services, processes, procedures and systems, and delegate day-to-day operations to the appropriate Operations personnel.
Principal Duties and Responsibilities
- Manage the day-to-day banking center operations to ensure operational excellence.
- Directly supervise all banking center operations and lobby personnel.
- Order supplies for the banking center.
- Monitor and oversee all banking center procedures and transactions, which include overrides, audits, balancing, bait money, approve checks, review large items, and ensure individual teller and vault limits are within policy.
- Monitor and oversee all Teller Capture procedures.
- Resolve escalated customer complaints/issues promptly and effectively.
- Act as the Banking Center Security Coordinator, responsible for overall banking center security and adherence to policy and procedures.
- Responsible for quarterly security device inspections, as well as conducting monthly security training.
- Be well versed in Business Online Services and Retail Online Services, ensure proper completion of necessary documentation, and provide documentation to the Electronic Banking Department.
- Create and maintain a fair weekly schedule for lobby personnel, including the opening and closing officer schedule.
- Ensure timekeeping system is current with updated schedules as well as communicating schedules to lobby personnel and officers in a timely manner.
- Provide ongoing guidance and support to lobby personnel for the development of the Bank’s overall mission of recruiting customers, building relationships, and retaining customers.
- Promote an effective sales and service environment.
- Responsible for quality control verification of all new account maintenance and lobby services performed at the banking center. This is including but not limited to opening & closing accounts, online banking, business online banking, IRAs, Card Valet, debit cards, wires, and Client Central.
- Maintain working knowledge of all the Bank’s products, services and service charges.
- Conduct regular staff meetings to communicate compliance with all Bank policy and procedures and communicate any updates to lobby personnel, as necessary.
- Conduct 90-day evaluations for new lobby personnel as well as annual performance evaluations for existing lobby personnel within an appropriate timeframe.
- Monitor lobby personnel performance. When appropriate, conduct coaching for improved performance and engage in disciplinary action steps with Human Resources, when necessary.
Other Responsibilities
- Support and promote the Bank’s Vision, Mission, Core Values, organizational structure, policies, and procedures.
- Provide strong, compassionate, and visible leadership, which fosters positive attitudes and trust among employees, customers, and prospects.
- Carry out management responsibilities in accordance with the Bank’s policies and applicable laws and regulations. Responsibilities may include:
- Interviewing, hiring, and training employees.
- Planning, goal setting, assigning and directing work toward individual accountability based on the bank’s strategic objectives.
- Appraising, rewarding and disciplining individual employees in a performance-driven environment.
- Addressing complaints and resolving problems of customers and employees.
- Comply with federal and state regulations as well as all established Bank policies and procedures.
- Other duties as assigned.
Qualifications, Education and Experience Requirements
A self-starting individual who possesses the following skills:
- High School Diploma or GED required; bachelor’s degree in business (preferred) or equivalent work experience.
- At least six (6) months of cash handling experience.
- Ability to type, use a computer efficiently, and use a 10-key calculator.
- Proficiency with Microsoft Office Suite.
- Demonstrate the ability to lead, motivate, and influence others.
- Good problem-solving skills, solid decision-making, effective communication, prioritization, and organization of work activities.
- Previous supervisory experience, preferred.
- Strong acumen to sales development and coaching.
- One year or more of cash handling and/or customer service experience, required.
- Sales experience preferred.
- Sound knowledge of general bank operations.
- Strong customer relations and interpersonal skills.
- Must have excellent communication, analysis, observation and decision-making skills.
- Highly focused and able to rapidly determine key priorities, clearly communicate priorities, and ensure resources are properly aligned.
- Texas Regional Bank is an Equal Opportunity Employer.
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