Service and Support Manager

Description

Our Client has earned a reputation for serving the needs of our communities by emphasizing the importance of personal banking and by promoting local economic development. We employ a highly qualified and professional staff and offer a wide variety of products and services designed to meet the needs our customers and our communities. We place a strong emphasis on thrift and home ownership.

Job Reporting Relationships

Job Reporting Relationships

Supervised by: Chief Operating Officer

Supervises: Service & Support Specialist

Impact

Supports the Bank's performance, profitability, and reputation by ensuring timely, accurate, and professional support to employees across the organization. Leads the service and support team to provide efficient inquiry resolution, develop staff capabilities through training, and maintain consistent processes that enhance operational effectiveness, employee engagement, and customer service.

Responsibilities

The Service and Support Manager is responsible for overseeing the Bank's internal service and support function. This includes managing the support team, monitoring inquiry resolution metrics, developing and delivering companywide operational training, and ensuring effective communication of updates, system changes, and process improvements. The Manager partners across departments to resolve escalated issues, drive process improvements, and align support functions with organizational goals.

Essential Functions

• Lead and manage the service and support team, including coaching, training, and performance management.
• Monitor inquiry resolution metrics (e.g., resolution time, first-contact resolution rate) to ensure service goals are achieved.
• Serve as the escalation point for complex support inquiries and ensure timely resolution.
• Develop, deliver, and oversee companywide operational training programs to promote compliance, consistency, and efficiency.
• Communicate updates, system changes, and process improvements effectively through procedure updates, emails, and internal meetings.
• Collaborate with Operations, IT, Compliance, and other departments to resolve issues, implement improvements, and ensure accurate communication.
• Analyze support trends and recommend enhancements to systems, workflows, and training initiatives.
• Oversee the creation and maintenance of internal documentation, FAQs, and other support resources.
• Participate in system testing, upgrades, and new functionality implementations to ensure operational readiness.
• Promote a culture of service excellence, teamwork, and continuous improvement.
• Occasional travel to other locations as needed to ensure operational consistency, employee support, and service excellence.
  
  

Ancillary Functions

• Leads and delegates tasks in a clear and proper manner among assigned staff.
• Conducts annual performance reviews, providing clear feedback and follow through with corrective action if necessary.
• Provides coaching, recognition, motivation and skill development to staff members on a consistent basis.
• Communicates clearly among her/his teams, assuring all team members have the appropriate tools and information to perform according to expectations.
• Administers personnel policies and procedures, such as time and attendance.
• Assures adherence to Bank policies and procedures and federal and state regulatory requirements.
• Provides cross-functional support to other areas of the department and the Bank where service or assistance is needed.
• Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.
  
  

Mandatory Training Curricula

Training is required of all Bank staff as related to regulatory mandated compliance topics and courses required for specific job functions. Career enhancement training courses are also available. Please refer to course catalog and management for details.

Competencies (refer to Competencies Library)

Skills

• Excellent verbal and written communication skills (Spanish a plus).
• Strong leadership, coaching, and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Strong organizational and time management skills with the ability to prioritize effectively.
• Knowledge of retail bank products, services, and related operating procedures.
• Familiarity with banking regulations and compliance requirements.
• Proficiency with Microsoft Office, core banking systems, and case management/ticketing systems.
• Strong analytical and problem-solving skills.
  
  

Physical Demands

The physical and related demands described in this section are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job is mostly sedentary in nature but may occasionally involve lifting files and other materials that weigh up to 20 lbs. Employees in this job must be able to work in an office environment during regular business hours where they come into regular and frequent contact with internal and external customers and other members of the public. Therefore, employees in this position are expected to have consistently positive interactions with the public.

Education/Training

Bachelor's degree or equivalent in Business, Finance, or a related field preferred.

Experience

Minimum of five (5) years of experience in retail banking, banking operations, call center, or employee support roles, with at least two (2) years in a supervisory or leadership role.