Electronic Banking Operations Supervisor

5 days ago

Holyoke, United States PeoplesBank Full time

Welcome to PeoplesBank We are the largest mutually chartered bank in Western Mass and Northern Connecticut and a leader in green values, sustainable energy financing, and charitable giving. We operate in the best interest of our customers and strive to be an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank. Come join our team of dedicated and innovative individuals and contribute to our dynamic, successful organization.

**Summary**: Oversee assigned associates and processes within the Retail Operations Department. Act as the main point of contact and assist in resolving all matters under supervision. Provide coaching and regularly share information to ensure ongoing communication with the team. Assist management with the daily operation by handling personally assigned work, assign tasks of team, check on work progress and respond to associate questions. Keep department leaders informed of day-to-day production as well as areas of concern, identify steps taken to resolve problems and/or make recommendations for solutions and process improvements. Monitor compliance with regulations and department service standards.

**Essential Duties and Responsibilities** _include the following. Other duties may be assigned._
- Manages the day-to-day workload of assigned team within the assigned function of the operations unit.
- Identifies, evaluates, and resolves operations-related problems to ensure quality, accuracy, and timely production.
- Provides ongoing coaching/development of associates to ensure they are engaged and supported.
- Ensures that associates have the information/resources to consistently deliver excellent customer service.
- Exercise operational supervision in managing the assigned function(s) and do so in a manner consistent with the department direction as well as the Bank’s policies, budget objectives, and guidelines, ensuring the deliverance of high-quality customer service to internal and external customers.
- Study, standardize, determine procedures, and prepare work schedules to expedite work.
- Proactively identify team needs and make recommendations that improve efficiencies, reduce cost, or increase employee engagement. Report potential inefficiencies or incidents preventing perfect execution of functions to management.
- When directed, work with vendors to accommodate changes to existing products/systems, resolve problems and/or implement new products.
- Research and resolve customer complaints and communicate any items that require escalation.
- Maintain advanced knowledge of the operational functions within the unit, understand policies and procedures. Communicate risk and compliance requirements and hold the team accountable to operate in accordance with all company policies and procedures.
- Research and resolve operational related problems including errors/ discrepancies. Work collaboratively with other areas to resolve problems.
- Responsible for working with management to provide insight and information on overall performance and development for associates.
- Leads and collaborates on special projects. Recommend procedure development and/or revision based on projects and assist in the complete implementation of assigned projects.
- Performs daily on a regular basis processing of associate-level tasks as defined by management.
- Responsible for service level tracking and reporting to management and implementing improvement plans, as necessary. Monitors and acts on daily/monthly/regular reports as delegated by management and engages management when necessary.
- Completes all yearly compliance training and testing and complies with bank, federal and state regulations. Adheres to departmental and bank-wide service standards.
- May be required to oversee EFT task group and ensure coverage and effective training for all ACH and Wire tasks.
- May be required to oversee Online and Mobile task group and ensure coverage and effective training for all Online Banking and Mobile tasks and services.

**Qualifications**: _To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required._

**Education and/or Experience**:Requires an Associate’s degree or equivalent from two-year college or technical school; or at least three years of related experience in Banking Operations. Supervisory experience desired.

**Skills needed**:

- Minimum 1 years of supervisory/team lead experience
- Excellent time management and organization
- Customer service experience
- Coaching and Conflict resolution experience
- Decision making/Problem solving
- Strong communication skills (written and verbal)
- Critical thinking

**Certifications, Licenses and/or registrations**:
While perf

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