Retail Operations Manager
Role
The primary purpose of this position is to assist Beacon Credit Union to live out our mission, "Dedicated to our Members Financial Success, by delivering outstanding service to our internal and external members.
The Retail Operations Manager will provide operational leadership to all assigned branches. Duties will include branch service levels, training, cash management, security, safety, business continuity, sales referrals, and teller line management. Acts in the absence of a Branch Manager and or Loan Specialist and can handle escalated member issues effectively. Assists the VP of Regional Branch Services in all functions related to branch operations and sales/service. Serves as a key operational resource for retail services.
Major Duties and Responsibilities
Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement, and reaching goals, inspiring others through words and actions, aligning employee engagement with Beacon Credit Union’s Mission, Vision and Service Standards.
Working with the branch managers, responsible for supervision of tellers, lead tellers and head tellers. Assist with annual reviews, hiring, terminating and all related employee issues. Works with Human Resources during the selection and hiring process.
Complete branch risk and controls inspections by analyzing available data, completing, and overseeing branch cash and GL audits. Assist in reviewing and reconciling branch teller and vault outages. Provides necessary support to branch and other enterprise personnel in posting errors, questions and clarification relating to existing policies and procedures, dealing with requests to add new or change existing policies and procedures and general balancing issues.
Responsible for all in-branch training/coaching for all branch personnel. Provides assistance and training to branch employees concerning all branch related operational platforms. To include: Merdian Link, TrueChecks, Vintek, 360 View, CheckSystems, Harland Clarke. Train employees on TCR machines and card printers. Assist branch personnel in troubleshooting both areas.
Provide needed direction and coaching in order to ensure the sound performance of all operational and compliance requirements across all areas of the branch.
Working with branch managers, schedule coverage when any branch needs a lending specialist or teller. Maintains a staffing schedule for all branches. Staffs branches for all Saturday hours. Analyzes teller transactions and member activity to help optimize branch scheduling. - When needed, acts in the absence of a branch manager and or loan specialist.
Maintain all current teller, cash and operational procedures/policies related to branch functions. Create new policy/procedures when applicable.
Communicates and elevates areas of opportunity and concern to management.
Extensive travel may be required to all Beacon Credit Union branches.
Experience
Five years of retail banking experience required. Three years leadership and coaching experience required. Previous experience with multi-site leadership preferred.
Education/Certifications/Licenses
Bachelor's Degree preferred.