Branch Operations Manager

Job DetailsLevel: ExperiencedJob Location: Jefferson City1 - Jefferson City, MO 65101Position Type: Full TimeEducation Level: 4 Year DegreeTravel Percentage: NegligibleJob Shift: DayJob Category: FinanceThe number one goal for this position is to meet or exceed customer expectations.   General Statement of Duties:  This position manages the workflow in the operations area of the bank to allow for individual and team success in the accomplishments of their group/individual goals.  The Branch Operations Officer assists in problem resolutions for customers and reviews difficult transactions submitted to the bookkeeping department.  This position helps the branch manager in all phases of branch operations, and assumes responsibility for the branch in the branch manager’s absence. Upholding customer confidentiality is a must.   Essential Job Functions: Supervises the work and daily activities completed by the operations staff within the branch. Reviews and edits a schedule for the branch in order to ensure the branch is properly staffed at all times. Opens and cross sells accounts (primarily checking, savings, safe deposit boxes, CD’s, and IRA’s.) Verifies that CIP Information and OFAC verifications are completed correctly. Creates wire transfers as requested by customers. Keeps up-to-date on the teller platform in order to handle customer transactions at the teller window when needed. Oversees vault cash, verifies amounts received, and monitors and audits drawers on a routine basis in adherence to bank procedures. Actively cross sells bank services by making quality referrals which develops new customer prospects and business for the bank. Pays bills and balances expense accounts as needed. Displays a working knowledge of the Bank Secrecy Act and requirements under the USA Patriot Act. Assists with the supervision of all staff members and manages branch operations in the branch manager’s absence. Reviews policies and procedures relating to branch operations on an annual basis and updates policies as necessary. Provides recommendations in regards to branch hiring, discipline, promotion, and transfer decisions. Orientates new employees at the branch with bank policies and procedures. Coordinates training as needed. Coaches employees to excel in their ability to recognize customer needs and refer/sell products. Assists in the preparation and delivery of evaluations for operations staff members on an annual basis. Uses problem-solving and team building skills to manage the workflow within the operations department. Observes and manages to ensure personnel are waiting on customers promptly, efficiently, and courteously. Participates in branch meetings and attends training as requested. Assists customers with problem resolution and upholds customer service guidelines. Ensures that all customer needs and requests are handled as quickly, efficiently, and courteously as possible. Helps with the implementation and maintenance of branch security policies and procedures. Follows bank policies and procedures, including state and federal regulations at all times. Takes advantage of opportunities to promote the Bank when involved in voluntary community activities and civic organizations to cross sell the Bank’s products and services. Maintains departmental appearance both personal and general. Serves customers in a cordial and professional manner to ensure customer satisfaction. Provides operations advice and knowledge to other departments within the branch. Completes other duties as assigned and assists in other areas of the bank as needed. QualificationsJob Requirements: Bachelor’s degree in business or equivalent experience. Two years experience in a financial setting. Prior supervisory, coaching, and leadership experience highly preferred. Previous experience with loan applications, credit reports, policies, and procedures highly desired. Previous cross-selling and sales experience preferred. Basic knowledge of the bank’s products, services and operations policies preferred. Working knowledge of the bank’s departmental operations, policies, and procedures preferred. Knowledge of computer systems and changing technology, including word-processing, spreadsheets, Internet, and internal bank software. Prior experience in a customer service environment preferred. Experience with PC’s, calculators, and other standard office equipment preferred. Prior experience working within a team environment preferred. Demonstrated aptitude for accuracy with numbers. Ability to plan, prioritize, meets deadlines, manage multiple tasks, and work under pressure. Excellent oral and written communication skills. Demonstrated aptitude for learning new policies and procedures. Ability to concentrate on complex projects. Excellent human relations/customer service skills to effectively interact with customers and co-workers. Ability to make sound decisions quickly. Attention to detail required. Demonstrated problem solving and decision making abilities. Demonstrated ability to create processes and procedures and to lead a project and communicate results as well as carry out new policies and procedures through training. Self-motivated and results oriented.