Branch Operations Supervisor

Job Descriptions

The Operations Supervisor coordinates daily activities of Branch personnel engaged in retail banking transactions; ensures provision of high-level quality customer service to bank customers; promotes the full-range of bank products and services.  Responsible for providing training to new employees and input on employee performance evaluations.  This position requires the ability to plan, oversee and coordinate staff schedules and work activities for assigned personnel.

Maintain excellent customer service by responding to complex customer inquiries and resolving customer problems in an efficient, accurate and timely manner; ensure member satisfaction on transaction requests in accordance with the Bank’s “Four Steps” guidelines.  Coordinate daily work activities of assigned branch staff in the full scope of retail banking transactions including receiving and paying out money, proper record maintenance, customer service quality. Assign work schedules and ensure adequate staffing to meet high quality customer service.  Works closely with Branch Manager and direct reports to motivate staff and reach established goals in service quality and deposit/loan volume. Provide training in operational techniques and basic product information ensuring effective cross-selling of bank products.  Review and recommend employee personnel actions including promotions, disciplinary process, terminations.  Conduct annual performance reviews and recommend objectives for direct reports; review with Branch Manager for final approval.  Participate in the interview and hiring process of new employees.  Conduct weekly staff meetings to apprise staff of new/revised policies and procedures, marketing promotions and promote staff interest in all branch activities.  Regularly assess customer needs and identify potential loan customers; cross-sell Bank depository and non-depository products and services at the direction of Branch management.  Conduct on-going audits of branch records and accounts to ensure compliance with established bank policies/procedures and federal/state regulations.  Perform monthly, quarterly and semi-annual certifications according to bank policy/procedure.  Responsible for daily inspection of branch premises to ensure security and safety of branch personnel, customers, and bank assets. 

Skill/Minimum Requirements:

Bachelor’s degree in Accounting, Finance or Banking required. Minimum 5 years banking experience in a commercial bank, including 2 years supervisory experience and 3 years in branch operations.  Thorough knowledge of federal/state banking regulations a must.  Excellent verbal and written communication skills required.  Must be proactive and motivated with a high customer service orientation and a solutions-oriented approach. Must be highly organized with strong ability to multi-task. Able to plan, organize and monitor activities according to priories. Ability to develop and train staff in operations, customer services, sales, security, and ensure compliance with established bank policies, procedures and requirements. Lead others in the achievement of the organization’s goals and mission.  Demonstrated personal computer proficiency with spreadsheet (MS Excel) and word processing (MS Word) applications is required. Ability to work Saturday and/or Sundays may be required contingent upon branch.