Retail Operations Manager

The Retail Operations Manager has responsibility for the daily operations of the branch, including hiring, conducting performance reviews, and providing performance coaching and counseling. This ensures efficient service delivery, compliance with policies, and exceptional customer experience. This role involves supervising teller staff, managing cash operations, monitoring transactions, and supporting sales initiatives. The Retail Operations Manager ensures adherence to regulatory compliance, mitigates risks, and drives operational excellence while fostering a positive team environment. Additionally, they assist in training and coaching employees to enhance productivity and customer engagement.

• Manages branch operations, including teller transactions, account services, and cash handling.
• Ensures compliance with banking regulations, internal policies, and security protocols.
• Supports staff development through training, coaching, and performance management.
• Monitors and optimizes branch efficiency, addressing operational challenges proactively.
• Collaborate with Branch Manager to achieve branch sales and service goals.
• May assist with Branch Manager responsibilities in their absence.
• Handles escalated customer inquiries and provides effective resolutions.
• Conducts audits, reconciles accounts, and manages cash inventory.
• Promotes a culture of customer service excellence and teamwork.
• Ensures consistent, quality customer service experience, including handling customers’ transactional needs.
• Follows all bank policies, processes, procedures, and internal audit requirements and adheres to applicable laws and regulations.
• May function in an account opening or account maintenance capacity, as needed.
• May function in a teller capacity, as needed.
• Any additional duties as assigned by management.

• Supervise Teller staff

Carries out supervisory responsibilities in accordance with the organization's policies, procedures, and applicable laws. Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; performance management; employee compensation; approving expense reports; addressing concerns and resolving problems.