Retail Banking Operations Manager

Job Description

Job Description

POSITION SUMMARY

Reporting to the Head of Retail Banking, SVP, the Retail Banking Operations Manager has a hands-on role and is responsible for overall operational performance, consistency, compliance, and risk management, of all branch activities. This position ensures branch operations align with the bank’s policies, regulatory requirements, customer experience goals, and strategic objectives.

ESSENTIAL FUNCTIONS AND RESPONSIBILTIES

Branch Operations

• Oversee daily branch operations across all locations (tellering, account opening/closing, cash management, transaction accuracy), acting as the point of contact to resolve issues as required.
• Create and revise operational procedures, policies and performance standards across branches as needed.
• Conduct routine branch operational audits and reviews.
• Communicate updates, revisions, and enhancements to branch operational policies and procedures, ensuring clear understanding and full adoption.
• Ensure branches are prepared for internal and external audits/exams
• Monitor regulatory compliance and recommend enhancements and solutions to Head of Retail Banking and other key stakeholders to ensure ongoing adherence
• Coordinate with internal stakeholders to ensure branch workflows align with central processes; monitor and optimize workflows to improve efficiency and reduce errors.
• Collaborate as necessary with internal stakeholders on resolving operational issues
• Manage and maintain branch equipment requests and relationships, ensuring coin machines, cash recyclers and ATMs are serviced on an as needed and regular basis
• Plan and implement equipment upgrades across branch locations
• Assist Head of Retail Banking with steps to determine appropriate Branch staffing levels and any necessary adjustments

Compliance & Risk Management

• Lead remediation initiatives for audit and exam findings with support from appropriate internal stakeholders.
• Work with Security and BSA to manage internal controls, review suspicious activity trends, and escalate incidents appropriately.
• Coordinate internal and external audits by implementing necessary improvements or process modifications and develop timely management responses to audit findings to ensure resolution and drive continuous improvement.

Retail Training Responsibilities

• Updates or designs as well as delivers training to branch team members as needed for products, services, and compliance updates; leverages Talent Development and Training Manager as needed for guidance and feedback regarding designing delivery, materials and content to achieve desired outcomes.
• Partner with the Facility & Security Manager to ensure branch staff are trained in fraud identification, reporting procedures, and loss prevention.
• Acts as back-up to Talent Development and Training Manager when needed to facilitate new hire, BS I and BS II classroom training.

Other

• Represent Branch Administration as a project team member or leader on relevant company-wide initiatives
• Represent retail operations within the community and at external events.
• Works closely with the Head of Retail Banking assisting with developing annual budget
• Performs other duties as assigned

SUPERVISORY RESPONSIBILTIES

• Position does not have any direct reports, however incumbent is required to provide leadership guidance and coaching to all levels of Branch employees

REQUIREMENTS (Knowledge, Skills, Abilities and Education and/or Experience)

Knowledge

• Advanced knowledge of applicable federal and state laws, rules and regulations governing consumer lending, credit cards, mortgage and equity loans, savings and checking accounts
• Expert knowledge of banking/financial industry standards and practices
• Proficient knowledge of all Bank products and services
• Familiarity with digital banking platforms, automation tools, and emerging technologies that enhance operational efficiency.

Skills & Abilities

• Proficient in the use of Microsoft Office applications and applicable technology to perform position requirements
• Expert skill exercising initiative and using good judgment to solve problems and make sound decisions
• Excellent verbal and written communication skills
• Strong interpersonal skills and the ability to interact at all levels
• Self-starter with strong time management, prioritization, and adaptability
• Comfortable multitasking and adjusting to change
• Work both independently and as a collaborative team player
• Travel to the various branch locations as required; may occasionally need to work on weekends and post close to address issues

Education/Experience

• Bachelor’s degree in related discipline and,
• Minimum of 5 years of directly related in banking operations experience or;
• Equivalent combination of education and experience

Working Conditions and Physical Requirements

The physical demands here are representative of those that must be met to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Regularly required to sit, talk, and hear. Frequently required to use hands and fingers to handle or feel. Occasionally required to stand, walk and reach with hands and arms. Must occasionally lift and/or move up to 20 pounds. Requires ability to communicate effectively in person, on the phone, and via digital channels.

Reading Cooperative Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.