Retail Operations Manager

RESPONSIBILITIES (@ 60% of the time)

• Conduct regular monthly visits to branch and care center teams.
• Provide coaching and guidance to retail managers with the goal of driving sound decision making, reducing risk, and improving operational standards.
• Provide proposals and/or business cases to create change in policies, process and/or procedures based on analysis.
• Serve as an operational reference to branch staff by providing direction and assistance in resolving member problems.
• Provide additional IRA and Trust expertise support to the entire Retail team.
• Direct responsibility for the management of the Retail Operations Support position.
• Partner with retail leadership to ensure successful execution of the retail network objectives, initiatives, and programs within the branches / call center.
• Prepare and / or assist with the preparation of appropriate annual, monthly and weekly reports as needed.
• Conduct various analysis on products, retail operations, retail initiatives, etc. monthly and provide recommendations when applicable.
• Manage vendor access for various departments.
• Actively promote and coach to a strong member experience environment consistent with the Credit Union’s culture and business plan goals.
• In the absence of the management team, be an additional resource for support, direction, and guidance to staff in branch.
• Partner with and provide feedback to the Retail Market Manager to be incorporated in the branch management monthly coaching conversations.

ADDITIONAL RESPONSIBILITIES (@ 40% of the time)

• Partner with senior leadership team across the Credit Union on different projects and strategic initiatives.
• Support payments, risk, and audit teams by reviewing items and processes for fraud mitigation.
• Follow up on branch audits, create/ensure consistent operational standards and practices are in place across the branch network.
• Responsible for the operations of the branch in partnership with the Retail Market Manager in the absence of the Financial Center Manager and Assistant Financial Manager.
• Make updates to the retail network policies and procedures as needed and be the primary contact to add content to the Credit Unions intranet site for the Retail department.
• Partner with Director of Retail and Chief Retail Officer in creating/maintaining an engaging work environment for all retail staff.
• Serve as the product owner for the Credit Union’s ITM and ATM fleet. Partner with Care Center managers and IT support for ongoing maintenance and management.
• Ensure that branch staff follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
• Remain current on changes within the legal, regulatory, economic competitive and technology environments which may affect the credit union’s operations. In partnership with the Compliance Officer for the credit union, help ensure procedures follow applicable federal and state regulations.
• Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy act directives.
• Perform other duties as assigned and be available to work overtime as requested.