Branch Operations Manager

In conjunction with the Branch Manager, the Branch Operations Manager is responsible for the operations of the branch and achieving sales and service goals. Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match. The Branch Operations Manager will assume all Branch Manager responsibilities in the absence of the Branch Manager. Customer Service Coach team members to bring to life all aspects of the USB Customer Service Commitment Charter and the USB brand. Ensure staff's follows USB Quality Service Standards (adhere and ensure that employees follow the "it takes two to say no") guideline. Responsible for the branch achieving positive customer service surveys. Accountable for successful retention of customers. Handle transactions accurately and efficiently, respecting the customer’s time. Serve as a resource to branch team members resolving customer service issues to ensure satisfactory results. Elevate to higher management level when appropriate. Respond to customer complaints/concerns within 2 business days and look to resolve issues promptly. Maintain the highest levels of confidentiality and privacy of customer information. Participate in community service groups/activities. Maintain branch appearance and facilities making sure the they are well maintained and functioning properly; Risk/Operations Maintain the safety and soundness of the branch by holding team members accountable for operational excellence. Ensure team & self adhere to all policy and procedures. Monitor and/or manage branch RCI, overdrafts, charge off's. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards. Perform essential customer transaction functions with accuracy and in a timely manner. Ensure all account documentation (ex: signature cards, resolutions, POA, Trust Agreements) are scanned to Bank Operations in a timely manner. Finance Management In conjunction with the Branch Manager, achieve branch profitability goals. Coach Service Reps to address customer fee based concerns by offering appropriate solutions. Sales Assist the Branch Manager in tracking, strategizing, and accomplishing sales and service goals. Demonstrate a sense of urgency with achieving branch deposit, loan, investment, cross sell goals through individual production. Providing feedback and coaching to the team on sales & service results. Keep current on products/services available from other business lines to aid in cross selling efforts. Maximize all in-branch customer interactions to promote the value of banking with USB and expand/deepen customer relationships. Human Resources Develop and retain high performing team members (Service Reps) through leading, coaching and managing all aspects of sales & service. Provide timely and meaningful coaching feedback. provide opportunities for professional growth through education/training; provide the tools/skills (cross train) necessary for employee growth at USB. Efficiently manage staffing schedules to ensure a quality customer experience. Manage HR processes for direct reports (performance/incentive/introductory period reviews, recruitment, career development, training, interviews, disciplinary/corrective actions, etc.). Bethel, CT Qualifications Education Required High School Diploma or GED or better. Preferred Bachelors or Equivalent Work Experience or better. Supervisory Experience Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. We value diversity.