Retail Operations Manager

POSITION SUMMARY: The Retail Operations Manager is responsible for supporting retail banking offices, and retail operational activities across the Bank. This position works closely with Retail staff and the Director of Retail Operations to ensure customer-facing systems, operational processes, and training programs operate efficiently and effectively. The Retail Operations Manager serves as a key resource for retail education, system administration, process improvement, and operational support while contributing to departmental and Bank-wide initiatives, projects, and strategic goals.

The Retail Operations Manager is responsible for fostering a culture of continuous learning, operational excellence, risk awareness, and exceptional customer service while ensuring compliance with Bank policies, procedures, and regulatory requirements.

KEY RESPONSIBILITIES:

Leadership and Department Support

• Support the ongoing development of the Retail Operations Specialists by establishing performance goals, providing coaching and mentoring, and encouraging professional growth.
• Review reports, data, and analyses prepared by the Retail Operations Specialists to ensure accuracy and completeness.
• Perform essential daily operational functions in the absence of the Retail Operations Specialists.
• Serve as the primary backup to the Director of Retail Operations, assuming responsibility for the day-to-day oversight of Retail Operations during periods of absence. Provide leadership, guidance, and operational decision-making to ensure continuity of service, project execution, departmental priorities, and timely resolution of operational issues.
• Partner with the Director of Retail Operations on departmental and Bank-wide initiatives, projects, strategic objectives, operational priorities, Risk Assessments, Disaster Recovery testing, FDICIA testing, and other operational control activities.
• Represent the Retail Operations department in meetings, committees, and cross-functional initiatives, fostering collaboration and alignment with Retail leadership and organizational goals.
• Complete and distribute daily, weekly, monthly, and departmental reporting.
• Recommend and help implement process improvements that enhance operational efficiency, reduce risk, strengthen internal controls, and improve customer experience.
• Maintain strict confidentiality and exercise sound judgment when handling sensitive customer, employee, or Bank information.

Retail Education:

Serve as the Retail division’s subject matter expert, trainer, and coach to promote knowledge transfer, employee development, and operational consistency throughout the organization.

• Develop, implement, and manage comprehensive retail banking education programs, including onboarding programs for Retail team members as well as ongoing training.
• Deliver effective training using a variety of instructional methods designed to engage diverse learning styles in both in-person and virtual environments.
• Ensure Retail employees have the knowledge, tools, and resources necessary to provide exceptional customer experiences while adhering to Bank policies and procedures.
• Coordinate all logistical aspects of training programs, including scheduling, participant communication, facility reservations, audiovisual equipment setup, and training material preparation.
• Maintain accurate attendance and training records and provide reporting on training participation and completion.
• Partner with Learning and Development and other internal stakeholders to ensure educational programs align with organizational goals and employee development initiatives.
• Analyze educational, operational, and departmental reports to identify knowledge gaps and develop targeted training solutions.
• Foster a culture of continuous learning and accountability throughout the Retail division.

Retail Systems Administration:

• Oversee the day-to-day functionality and effectiveness of retail banking systems, including but not limited to Integrated Teller, BPM, ATMs, Instant Issue, TCRs, and related applications.
• Serve as a primary operational and technical resource for retail systems and applications.
• Coordinate system maintenance, upgrades, testing, implementations, and vendor-supported enhancements.
• Troubleshoot system issues and collaborate with vendors, Information Technology, and internal stakeholders to resolve operational challenges.
• Monitor system performance and identify opportunities to improve functionality, efficiency, and user experience.
• Maintain strong working relationships with vendors and service providers to support ongoing operational effectiveness.
• Escalate significant system issues, operational disruptions, or project concerns to the Director of Retail Operations.

Support Bank products/services: Maintain knowledge of current Bank products and services. Actively utilize as many Bank products and services as possible to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers.

Community/public relations: Actively participate in community organizations and events. Represent the Bank in the community.

Other duties: Demonstrate reliable attendance and punctuality. Handle telephone inquiries and provide information to customers, vendors, and other departments in a professional and courteous manner.

Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the operations specialist.

Perform other duties as required.

POSITIONS REPORTING TO THIS POSITION:

• None