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Operations Manager
3 months ago
Position Function:
Responsible for directing, organizing, and planning all activities of the Retail Credit Delivery (RCD) department with a focus on managing the staff of Credit Officers, Loan Processors and Specialists. Manages the credit approval and loan documentation processes to provide an excellent customer experience. Responsible for ensuring the department staff complies with all underwriting policies, procedures, and guidelines. Lead the department in all efficiency initiatives and assists with the development of new retail credit products or the revision of existing products.
Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.
Primary Accountabilities:
Staff Management / Development:
- Lead department staff of Credit Officers, Loan Processors, and Specialists to ensure loan requests are received, processed, reviewed, decisioned, documented and signed in accordance with bank guidelines.
- Continuously monitors, tracks and evaluates RCD personnel work quality, efficiency, and productivity.
- Ensures that all RCD personnel are well trained, identifies specific training needs, develops appropriate training programs, cross trains whenever possible, and conducts training sessions as needed.
- Advises RCD personnel and offers assistance in resolving difficult customer issues.
- Mentors staff when needed and strives to maintain a positive work environment.
- Actively solicits ideas for efficiency improvements and fosters an environment which supports such suggestions.
Process Management / Development:
- Manages all Direct Consumer and Scored Small Business application processing and document preparation functions to ensure turnaround times meet bank service level agreements.
- Ensures RCD operations are within established policies, procedures, and guidelines.
- Analyzes the overall processing efficiency within RCD and recommends areas of improvement.
- Suggests new methods and process improvements, and champions these efficiency initiatives within RCD and with RCD business partners.
- Leads RCD in the creation or revision of applicable policies, guidelines, and procedures, and assists with the implementation and/or dissemination of such information.
- Develops, refines, and maintains RCD reporting to understand and identify processing efficiency needs.
- Serves as the subject matter expert for the loan origination and document preparation systems.
Relationship Management:
- Serves as the primary liaison between RCD and other departments within the bank.
- Coordinates and communicates with Community Banking, Business Banking, Private Banking, and other areas to ensure that optimal efficiency is maintained in all aspects of application processing.
- Works closely with Compliance, Internal Audit, Legal, etc., regarding all compliance, legal, regulatory, audit, and regulatory issues or projects.
- Assists and supports RCD and Consumer Lending Division management with initiatives in order to support production consistent with bank growth and loan portfolio performance goals, including statewide promotion and campaign efforts.
- Communicates regularly with RCD Management regarding the department staff’s effectiveness in providing excellent customer service and whether or not service level agreements are being met.
Loan / Credit Approval:
- Assists Credit Officers by participating in the underwriting rotation on an as needed basis.
- Reviews and renders credit decisions on applications within assigned lending authority.
- Communicates with Credit Administration on a regular basis to resolve any loan underwriting issues, underwriting exceptions, interpretation of credit guidelines, and facilitating the credit approval process as appropriate.
- Communicates with the Operations and Process Design Division to ensure any loan booking or other related issues are addressed and resolved in a timely manner.
If designated as the Business Unit Compliance Officer (BUCO)- the following duties will apply:
Responsible for business unit compliance oversight as the “Business Unit Compliance Officer” (BUCO) with dotted line reporting to the Compliance Division Manager. The BUCO is responsible for engaging in activities that contribute to the day-to-day compliance oversight of the business unit and any related third-party vendor relationships in alignment with the Compliance Management System Policy, Bank Secrecy Act Policy, and BUCO Program. The BUCO demonstrates and applies business acumen to promote a culture of compliance and the identification, escalation, and timely mitigation of compliance risks. This role exercises judgment and influence, and may constructively challenge business unit management to support compliance objectives, balancing business strategy with appropriate controls.
The BUCO is accountable for implementing the Compliance Management System Policy and Bank Secrecy Act Policy, including but not limited to the following activities:
- Facilitating the Compliance Risk Assessment process by identifying, assessing, and managing regulatory compliance risks within the business unit.
- Knowing and understanding all state and federal compliance laws, rules, and regulations (“laws and regulations”) applicable to the business unit, and how such laws and regulations impact or affect the business unit.
- Keeping abreast of changes to the laws and regulations, as tracked and disseminated on the Regulatory Tracking Log, and implanting regulatory change within the business unit.
- Attending all management meetings to keep appraised of developments within the business unit that may impact the compliance function.
- Actively participating in and advising on key business decisions within the business unit, including new or changes to existing products, services, processes, projects, and vendors.
- Ensuring that the business unit has sufficient resources to adequately manage compliance risks.
- Reviewing, drafting, and/or updating business unit policies, procedures, processes, guidelines, and controls to ensure that regulatory requirements are sufficiently addressed and that day-to-day activities operate in a compliant manner.
- Identifying compliance training needs, providing subject matter expertise to support the development of training curriculum, and conducting or coordinating compliance training for the business unit, in addition to and in support of the Compliance Training Program.
- Conducting and/or facilitating transactional and non-transactional monitoring and testing to assess the business unit’s compliance with all applicable laws and regulations, in support of the Compliance Monitoring Program.
- Escalating compliance concerns to the Corporate Compliance Department for inclusion on the Issues Tracking Log, and ensuring that any corrective action is taken as necessary and appropriate to address compliance concerns.
- Supporting the Customer Complaint Program by ensuring that the business unit employees understand and fulfill their responsibilities for reporting and addressing customer complaints.
- Facilitating regulatory audits and examinations.
- Completing other compliance related projects and tasks as requested to support the Bank’s Compliance Management System Policy and Bank Secrecy Act Policy.
Minimum Qualifications:
Education:
- Bachelor’s Degree from accredited 4-year university in Business, Finance, or related field required.
Experience:
- 6+ Years of experience in Consumer, Scored Small Business, or HELOC Lending required.
- 5+ Years of experience Supervising or 3+ Years of management experience required.
Physical Requirements & Working Conditions:
- Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
- Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
- Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
- Must be able to read and understand bank-related documents.
- Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.