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  • Rochester, MI

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Regional Operations Manager

FlagStar Bank • Rochester, MI

Posted 1 month ago

Job Snapshot

Other Great Industries

Job Description

The Regional Operations Manager (ROM) is a subject matter expert in branch policies and procedures. The ROM will be responsible for overseeing 16-28 branches across one or more markets, including coaching, training and developing the branch management in all operational aspects. Responsible for ensuring Flagstar Bank procedures are compliant with federal regulations and ensuring bank branch compliance with those bank procedures. The Regional Operations Manager prepares the bank branches for internal and external auditing. The Regional Operations Manager is the leader of operations for their assigned area and will assist bank branches with day to day operations, overseeing the operational details of all branch banking functions. The Regional Operations Manager is responsible for responding to the questions and concerns received through the bank branches and back-office departments regarding the branches they oversee. Additionally, the Regional Operations Manager is responsible for conducting their own branch audits for their assigned locations, and reviewing audits for other areas as assigned. They are also responsible for completing all necessary reporting for branch audits. In addition, they are responsible for completing monthly reporting on Branch Management o/s, proof advices and timing, Data Loss Protection, check holds, assigning cash auditors for branches with a missing member of management, as well as Daily Authorization Limit reports. The Regional Operations Manager is responsible for leading the operations portion of all Branch Manager and Assistant Manager meetings and conference calls. They are also responsible for coaching and training on a weekly basis to ensure quality account openings based on the results of the weekly error corrections report. All of these efforts will help to meet the goal of producing high quality audits, maintaining compliance with federal regulations and internal bank policies, and in generating quality work by doing things right the first time. The ability to understand business processes, communicate with all levels of personnel, an ability to understand and evaluate internal controls, a desire to continue to develop professionally and communicate effectively are required. • Oversee operational activity in the Market by driving, supporting and achieving operational targets. Regularly communicate Market performance and priorities with all team members. Stay informed of key priorities and operational deficiencies. Execute Retail Banking operational processes. Ensure collaboration between branch team members and internal departments. • Promote and model the Flagstar STAR values. Set clear expectations to do things right the first time, while coaching and developing the branch teams

  • Prepare for Internal and external auditing by conducting & preparing summaries of Branch Audits/Procedural Reviews.  Conducts procedural branch audits and follow-up audits as required, which cover various detailed compliance, security and operational items.  Conducts applicable Home Loan Center audits and report results.  Reviewing results with branch management and Market Management for each audit conducted.  Reviewing procedures to ensure branch compliance.  Analyzes data and makes recommendations for procedural improvements and efficiencies.  Annual review of audit procedures to ensure they are up to date with current policies.
  • Assist with training and developing branch and assistant management teams.  Lead and participate in various meetings and conference calls with market and branch management to ensure team is current on all procedural changes and continuing education on current procedures and processes.  Track necessary required compliance training to ensure it is completed on time.  Answers questions as they may arise from branch management and branch team members.  Coach new/existing management team members regarding operational functions (branch visits).  Develop and review action plans with branch management to remediate any branch audit issues and findings.  Coach branches on a weekly basis for account quality improvements.
  • Hold branches accountable for their operational responsibilities to protect against fraudulent activity.  Review daily, weekly and monthly quality and operational reports.  The reports may indicate issues of compliance or procedural issues that could put the bank at risk of loss.  Follow up with branch teams to ensure training and understanding of issues to prevent future occurrences, where needed.  Research losses or potential losses due to procedural violations and review with branch teams, as well as review monthly reporting to ensure branch management is within the guidelines.  Any issues will be reported to market managers and/or branch managers as necessary.
  • Review and compile reports to monitor for quality issues and address accordingly.  Review reports generated daily, weekly and monthly to ensure accuracy of several areas of account quality and compliance such as CIP (Customer Identification Policy), KYC (Know Your Customer) and other reports to detect possible compliance errors or fraudulent activity.  Ensure branch understands and corrects any issues that are reported in a timely manner.  Ensure data warehouse reports are reviewed by the Regional Operations Managers.  Compile and distribute necessary reports and investigate any questions or gather feedback regarding operational aspects.
  • Other operational bank branch aspects and procedural updates to cover federal regulations and compliance.  Responsible for approving transactions above branch management limits including (but not limited to); wire transfers, cashier's checks, cash withdrawals, as well as approving procedure and account opening exceptions.  Assist with current alarm codes for employees, as needed.  Act as Records Retention Lead for each banking center with the responsibility of overseeing all records retention activities. This includes onsite branch training and preparation, maintaining branch logins to the IM Connect website, ensuring semi-annual clean-up of shared drives and branch physical records is completed, approval of destruction of records at Iron Mountain and completing an annual spring clean-up initiative.  Data Loss Protection Lead for assigned branches with the responsibility of closing all branch events, providing coaching/training to any employees that violate Data Loss Protection policies, as well as escalating any potential security breaches.  Lead contact and coordinator for all branch new builds, relocations, and closings.  Assist Investigative Services in investigating suspected fraud, balancing issues, or any other employee related fraud.  Partner directly with market manager for assistance in employment issues arising from operational/performance matters.  Partner directly with various departments to assist with escalated customer issues and help develop procedures and improve upon existing procedures.  On call to assist with procedural inquiries from branches and escalated items from other regional operations managers to provide supervisory authority limit review and approvals for various items.  Investigate matters to assist with holding staff accountable regarding procedures and practices.  Track and analyze data and make recommendations for department improvements.  Participate in committee meetings and various projects throughout the year.  Develop and maintain strong rapport with peers, market managers, departments and bank branch employees.  Communicate changes, updates or problems with applicable bank branches.  On call to assist and visit branches in the event of robbery or emergency circumstances.  Review of branch management over and short.
  • Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

Job Requirements:

  • High School diploma, GED, or foreign equivalent required.
  • Associate's Degree preferred.
  • 4+ years in leadership and management.
  • 3+ years banking operations and procedures.
  • Strong written and verbal communication skills required.
  • Intermediate technical and computer skills; ability to navigate quickly within various computer programs.
  • Thorough understanding of MS Office Suite required.
  • Ability to look for ways to improve and promote quality.
  • Exceptional analytical and problem solving skills with an ability to think quickly under pressure.
  • Must be action-oriented with a great sense of customer and quality focus.
  • Able to function independently.
  • Detail oriented with the ability to manage multiple tasks simultaneously.
  • Ability to work in a team environment.
  • Desire to learn and develop professionally.
  • Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.
  • Ability to develop strong partnerships with other business units.
  • Previous experience with branch audits preferred
  • Demonstrated effectiveness in managing operational requirements and procedures in a Retail Bank
  • Roughly 20-30% travel required.

For Internal use only: Job band G

Job ID: 05010
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