JOB TITLE: Retail Operations Manager

REPORT TO: Operations Manager

DEPARTMENT: Branch Operations

Job Summary: 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 leadership to managers within the branch and works closely with Senior Management and other internal business partners on a variety of initiatives enhancing the customer experience.

Key Responsibilities:

· Directs and manages a team to ensure adherence to compliance guidelines, and policies/procedures to achieve maximum operational control and soundness within the Retail Branch network.

· Directs and manages initiatives that foster exemplary customer service standards resulting in achieving defined goals/metrics.

· Manages performance of Retail Banking staff and provides ongoing coaching and training opportunities to ensure staff has the skills and resources to be successful.

· Oversees the development of and approves new and updated assigned policies and procedures within scope of managed areas.

· Collaborates with other lines of business to ensure attainment of strategic goals and business needs.

· Provides direction and support to Retail Banking 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 Banking 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.

· May be required to perform and lead other duties and projects as assigned.

Requirements:

• Must have 5 years of retail banking and management experience with focus on operational execution

• Goal-oriented with a strong work ethic and high integrity.

• Excellent customer-service and employee relations skills, displaying a friendly, outgoing, assertive, confident, and enthusiastic personality.

• Ability to interact positively with unsatisfied customers and resolve complex problems.

• Excellent supervisory skills, with proven ability to coach, mentor and motivate employees and handle sensitive employee concerns in a positive and effective manner.

• Exceptional interpersonal and communication skills with the ability to effectively build relationships with a diverse group of people. Must be able to interface at all levels of the organization, build collaborative relationships across departments and teams, and display confidence when speaking with employees as well as internal and external customers.

• Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.

• Excellent time management and established organizational skills leading to high accuracy rates in all areas. Must be able to effectively multi-task and prioritize.

• Proficient computer and technical skills, including the ability to use bank software products and branch capture equipment. Ability to navigate multiple computer systems, applications, and utilize search tools to find information.

• Knowledge and understanding of retail compliance controls, risk management, and loss prevention.

Education Requirements:

High school degree or equivalent required.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Ability to Relocate:

• Oklahoma City, OK: Relocate before starting work (Required)

Work Location: In person