Consumer Banking Operations Specialist Manager

Overview

The Consumer Banking Operations Specialist Manager directly manages and leads the Consumer Banking Operations Specialists (CBOS) across the JFG footprint: including, performance management, recruiting, training, and development. As champion of all branch-operational activities, this individual is responsible to maintain, strengthen and ensure a strong risk and controls environment across all regions. Reporting directly to the Consumer Banking Sales Manager, the primary responsibility is to ensure consistency in oversight, adherence and application of all operational policies and procedures established and approved by the Board of Directors, and compliance with all state and federal banking regulations. In addition to management and training responsibilities that support elevating the associate experience and delighting our clients, this individual is relied on to identify and advance opportunities for innovation and process improvements; help resolve escalated issues with clients; represent Consumer and Private Banking on audit and product teams relative to front-line associate and client impacts, as well as engage and collaborate with line of business leaders in both Consumer, Private, and Business Banking. Will expertly perform all functions within the Consumer Banking Operations Specialist role and will manage and regularly provide training and guidance to more junior associates. Will travel to multiple locations regularly.

KEY RESPONSIBILITIES:

• Ensures line of business consistency in oversight, adherence and application of all operational policies and procedures
• Participates in regional Consumer Banking / Private Banking Management meetings to keep leadership current with changes and updates on risk and controls management.
• Responsible for thorough communication with CBOS associates, including and not limited to, team meetings, 1:1 meetings and written correspondences.
• Active member of various committees to represent client-facing branch associates specific to audit, policy and procedures, risk mitigation, new technology and security issues. This involves working committees on reviews, changes and new product development, as well as helping facilitate and communicates changes to front-line associates.
• Identify and advance opportunities for innovation and process improvements.
• Resolves more complex problems and issues; referring inquiries to the appropriate staff and exhibits the necessary follow through with clients and/or staff involved.
• Gathers data, processes and analyzes various reports (e.g., currency transaction, returned items, etc.).
• Delivers exceptional client service through his or her own example along with appropriate follow through with clients and associates.
• Maintains knowledge of security and safety policies and strictly adheres to established procedures; assures internal controls are in place and proper procedures are being followed.
• May represent JFG in various community or civic functions to further enhance JFG’s image and develop additional business.
• Ensure all regions are properly staffed to meet both client and banker expectations.
• Complete and/or facilitate special projects and tasks as assigned by manager.
• Understanding of and ability to articulate full scope of JFG products and services.
• Performs and coaches to all key branch and cash handling responsibilities including, but not limited to: cash checks, process deposits, cash advances, issue cashiers checks, safe deposit box audits, etc.
• Cross Sales and Referrals:
• Knowledge of full portfolio of JFG products; ability to cross-sell full breadth and depth of products.
• Responsible for establishing, building and maintaining strong internal relationships across all lines of business to ensure consistent and frequent referral activities.
• Expand new and existing relationships by advising and recommending appropriate solutions that will exceed client expectations and positively influence client retention.
• Consistently meets or exceeds cross sell/referral goals.Management: Effectively communicate performance expectations; monitor and hold staff accountable for their performance and their actions.
• Management:
• Act as a ‘Coach’ for associates to leverage strengths and understand and identify gaps in performance; conduct one-on-one meetings and timely appraise performance.
• Provide development opportunities for staff aligning with their career goals and develops ‘bench strength’ for key positions.
• Proactively recruit and maintain a pipeline of candidates who display requisite job skills and exhibit values consistent with JFG.
• Create and sustain an environment which supports teamwork and mutual respect.
• Communicates to team: corporate updates, business updates, etc. and conducts regular, meaningful team/department meetings.
• Monitor and maintain appropriate staffing levels to efficiently execute department responsibilities.
• Uses financial information to identify and implement cost containment or reduction programs and ensure expenditures are accurate and follow policies and procedures. Models exemplary behaviors and actions for associates.
  
  

Our Associates are expected to willingly accept new responsibilities to support our success; this includes either taking on new tasks or learning new skills in order to meet business and organizational goals.

Job Requirements – Education, Knowledge And Skills

• Bachelor’s Degree preferred; relevant work experience will be considered in lieu of degree.
• 5 years in an operational financial services role.
• Supervisory experience to lead a team to exceed goals.
• Proven ability to exceed goals.
• Strong communication, problem solving and decision-making skills.
• Demonstrated effectiveness in managing operational requirements.
• Strong knowledge of products and services.
• Solid knowledge of transaction and operations processing.
• Ability to cross sell and refer products and services.
• Ability to travel to multiple locations on a regular basis.
  
  

Come as you are.

Our culture embraces diversity, equity, & inclusion; one where everyone feels valued and heard. For more information on JFG's culture and diversity efforts, including our employee resource groups, please visit the Diversity section of our career website.