Retail Operations Manager at Five Star Bank in Buffalo, New York

Job Description:

Title: Retail Operations Manager

Requisition ID: 5186

Location:Buffalo, NY, US

Category:Regular Full-Time

Job Class:Retail Operations

Salary_Range:$80,000.00 To $100,000.00 Annually

Description:

Purpose: The Retail Operations Manager is responsible for strategically leading a customer forward approach in developing and executing our operational standards for the retail network. The role is accountable for ensuring retail operational processes and procedures are efficient, appropriate, and executed consistently. The Retail Operations Manager provides oversight of the Retail Operations Team and the Quality Control team in addition to working collaboratively with other internal business partners on a variety of initiatives to not only enhance the customer experience and is also driving operational excellence across the retail business teams.

This position will also be responsible for ensuring timely, legal, compliant, and accurate review of originated deposit and loan accounts, changes to deposit and loan accounts, and set-up and maintenance of Customer Information Files (CIF) through the leadership and oversight given to the Quality Control team. This position is responsible for minimizing risk and financial loss by developing and implementing effective processes and controls within areas of supervision.

Essential Functions:

• Oversees teams to ensure adherence to compliance guidelines, and policies/procedures to achieve maximum operational control and soundness within the Retail Branch network.
• Maintain internal controls, safeguarding against fraud, providing support to other areas in the bank including, but not limited to, Retail, Deposit Operations, and Loan Servicing.
• Responsible for accurate and timely review of all account and CIF creation and maintenance, tracking and reporting within previously established SLAs.
• Directs and manages initiatives that foster exemplary customer service standards resulting in achieving defined goals/metrics and SLAs.
• Manages performance of direct reports and provides ongoing coaching and training opportunities to ensure staff has the skills and resources to be successful. Responsible for timely completion of performance evaluations of assigned staff.
• Oversees the development of and approves new and updated assigned policies, procedures and job aids within scope of managed areas.
• Prepares and manages staffing models within areas of responsibility.
• Collaborates with other lines of business to ensure attainment of strategic goals and business needs.
• Supervises, and provides direction and support to retail for daily functions within the department; and provides hands-on assistance within the department as needed.
• Collaborates with business partners in reviewing and making improvements to bank system policies, internal controls, and standard operating procedures.
• Promotes a service culture of high performance and continuous improvement that values learning and a commitment to quality.
• Trains, motivates, and cross-trains the retail team on responsibilities and projects to ensure consistency, accuracy, timeliness, and compliance following bank standard operating procedures.
• Partners with business partners to remediate customer complaints and responds to escalated issues as appropriate.
• Demonstrates the standards and principles of the Five Star experience in every interaction with internal and external customers and associates. Incorporates the high-performance behaviors of teamwork, leading by example and service in every facet of work.

Job Related Qualifications:

Required:

• Education: High School Diploma. Bachelor's Degree preferred.
• Prior Experience: 5+ years of retail banking and management experience with focus on operational execution
• Licenses or Accreditation: N/A

Competencies:

• Excellent verbal and written communication skills
• Able to work in a demanding, fast-paced environment with the ability to manage multiple priorities and change focus quickly to meet business needs
• Proficient in Microsoft Office with the ability to learn and utilize new and existing banking software applications
• Ability to work with all levels of staff and management
• Ability to present information in an effective concise manner to employees with diverse skill sets
• Able to effectively coach, mentor and develop staff in areas of expertise
• Strong customer focus with ability to resolve issues efficiently and effectively

Physical Requirements:

• Ability to be flexible with work schedule and to be on call during all open retail hours
• Able to regularly sit or stand for prolonged periods of time
• Able to occasionally lift up to 50 lbs
• Extensive computer usage is required
• Extensive travel within Corporate footprint is required
• Ability to work:
  1. Evenings
     • Occasionally
  2. Weekends
     • Occasionally

Benefits:

• Medical, Dental, and Vision Insurance
• Health Savings Account
• Flexible Spending Account(s)
• Company Paid Life Insurance, Long Term Disability, and Short Term Disability
• Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity & Personal Accident
• Tuition Reimbursement
• Employee Referral Program
• Wellness Reimbursement Program
• Star Volunteer Program
• Employee Banking and Financial Perks
• Flexible Hybrid Work Schedule
• Paid Time Off (PTO)
• Company Paid Holidays

This job description is not exhaustive. The Retail Operations Manager may be required to perform other duties as assigned. The expected rate of pay for this position is shown above. Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained. Market and organizational factors are also considered. In addition to your base rate of pay and a competitive benefits package, successful candidates may be eligible to receive cash or equity-based incentives based on the role and performance.

PI259503366

Salary:

$80.00

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