This position is responsible for performing a higher level of supervisory duties to the Retail Operations division while providing specialized program and training support under the direction of Retail Management; performing various activities related to administrative, operations, compliance, and customer service; and ensures compliance with state and federal laws and regulations.
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Always ensures extreme confidentiality of all matters to the Retail Banking Division.
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Provides appropriate recommendations related to the Community Banking Taskforce and with daily staffing models in order to achieve optimum staffing levels for all branches.
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Lead, motivate, and manage a competent Travel Team staff, ensuring compliance with Bank policies and procedures, as well as Labor Agreement. Conduct staff meetings to review operational problems and changes to banking regulations affecting bank operations. Organize quarterly staff meetings along with the Retail Operations Manager to review any pertinent topics including operations and customer service.
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Lead, motivate and manage the Retail Training Specialist in leadership and management skills, ensuring the Training Specialist aligns all training programs with the organization's goals and objectives as well as overseeing that all training programs meet industry standards, regulatory requirements, and company policy. Set measurable goals and expectations for the Training Specialist. Guide succession planning within the training function. Ensure the training department evolves with organizational and industry changes.
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Lead, motivate and manage the Retail Sales & Service Advisor through monitoring the mentor's continued support of trainees and ensure mentoring goals are met. Assess the mentor's ability to guide, coach, and develop employees. Conduct periodic check-ins to evaluate strengths and address areas for improvement. Provide resources and tools to help the mentor succeed in their role. Offer coaching or additional training if gaps are identified. Facilitate clear communication between the mentor, trainees, and leadership. Require regular updates or reports from the mentor on training progress. Track mentoring outcomes to measure overall program successes.
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Act as a liaison between Retail branch personnel and other bank departments in order to resolve operational problems and/or issues.
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Responding to and maintain audit tracking for all branch and retail related audits under the Travel and Retail Training departments.
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Contribute to the changes, additions and/or deletions of the Disaster Recovery Plan, Pandemic plan, and Business Resumption testing for Retail Banking and branches. Additionally, aid in the annual review of escheat filing for safe deposit boxes.
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Continue to keep up to date on all changes/additions/deletions regarding the teller operations policies and procedures for the Bank and assist the trainer and advisor in implementing training to all branch personnel. This may include the updating of the Branch Operations Manual.
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Research and review all teller outages to ensure compliance with policies and procedures. Make appropriate recommendations as needed.
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Prepare and distribute Retail reports on a consistent basis for all aspects of Retail Banking Operations.
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Attend Bankway Change/Internet Banking Change Management meetings and complete any required testing. Direct and advise the Training Specialist and Advisor on all updates installed in the core banking system as well as the Internet Banking system for training purposes.
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Other duties as assigned.
Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
SUPERVISORY RESPONSIBILITY:
This position requires supervision of employees.
WORK ENVIRONMENT:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
PHYSICAL DEMANDS:
The employee is frequently required to: 1) Type or otherwise work with fingers; 2) Talk expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers or clients accurately, loudly, or quickly; 3) Hearing - perceiving the nature of sounds at normal speaking levels with/without correction. Ability to receive detailed information through oral communication and make the discriminations sound; 4) Specific vision abilities required by this job include: viewing a computer monitor; extensive reading.
Sedentary work may require occasionally lifting of up to 10 pounds and/or moving up to 25 pounds. This work involves sitting most of the time walking and sitting.
TRAVEL:
Occasional travel is required for this position.
COMPETENCIES:
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Communication Proficiency
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Computer Skills
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Customer/Client Focus
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Deadline Oriented
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Organizational Skills
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Independent Judgment
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Ethical Conduct
REQUIRED/PREFERRED EDUCATION and EXPERIENCE:
A Bachelor's Degree in Education, Business or related field along with (3) years of sales and service experience. In lieu of education, a High School education along with (10) years of sales and service experience. Proficiency with Microsoft Office software, strong organizational, interpersonal and communication skills are necessary. Must be able to demonstrate self-initiated project management skills and sound independent judgment.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
