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Branch Operations Manager

2 months ago

Albany, New York, United States Trustco Bank Full time
Job Overview

Equal Employment Opportunity: Trustco Bank is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Position Title: Branch Operations Manager - Banking Experience Required

Reports To: Branch Administration

FLSA Status: Non-Exempt

Salary Grade: NE20

Supervisory Role: Yes

POSITION SUMMARY:

The Branch Operations Manager is accountable for the effective administration and daily operations of a full-service branch, which encompasses operations, lending, product sales, customer service, and security protocols in alignment with the objectives of Trustco Bank. This role is pivotal in developing new deposit and loan business, ensuring exceptional customer relations, and fostering a sales and service culture through effective coaching, guidance, and staff motivation. The manager is tasked with achieving branch sales targets through proactive business development, referrals, and maintaining strong account relationships. Leadership, training, and supervision of branch staff are key responsibilities, with the delegation of daily operations to associate bankers or other personnel.

KEY RESPONSIBILITIES:

  • Oversee all customer service inquiries within the branch.
  • Open a cash drawer in the absence of the Associate Banker.
  • Set and achieve referral, account, and retention objectives.
  • Enhance branch identity, drive sales, and promote accountability for customer service and branch performance.
  • Implement and manage new products or programs, including sales promotions and incentives, encouraging staff engagement to drive growth.
  • Originate consumer loans.
  • Supervise Universal Bankers and Associate Bankers.
  • Provide recommendations on staffing decisions, including job assignments, promotions, performance evaluations, counseling, disciplinary actions, and terminations.
  • Conduct training on bank policies and procedures; hold regular staff meetings.
  • Ensure security measures are in place to protect against fraud and risk.
  • Maintain communication between the branch and upper management through consistent reporting and participation in meetings.
  • Possess comprehensive knowledge of the bank's products, services, and current promotions.
  • Deliver quality customer service through direct interactions with clients and prospects, adhering to company policies.
  • Resolve customer issues in person or via phone by researching and addressing concerns.
  • Review and authorize requests such as large check cashing, bank checks, and various reports.
  • Meet branch performance standards related to operational control, staff experience, compliance, and established policies.
  • Enhance knowledge of banking principles and sales techniques through ongoing training and education.

EDUCATION AND EXPERIENCE REQUIRED:

  • Experience in banking.
  • High School Diploma or equivalent.
  • Experience in a supervisory role.
  • Customer service experience.
  • Experience in cash handling.
  • Strong verbal communication skills.
  • Organized with the ability to manage multiple responsibilities.
  • Ability to work effectively in small teams.

PREFERRED EDUCATION AND EXPERIENCE:

  • Bachelor's degree.
  • Prior experience in banking.

POSITION TYPE AND HOURS:

This is a full-time position. Work hours are scheduled around the following branch hours:

Monday 9:00am – 5:00pm

Tuesday 9:00am – 3:00pm

Wednesday 9:00am – 5:00pm

Thursday 9:00am – 6:00pm

Friday 9:00am – 6:00pm

Saturday 9:00am – 1:00pm

Sunday Closed

Employees are expected to arrive half an hour before the branch opens and may work additional time after closing as required by job duties.

TRAVEL:

Occasional travel may be required upon request.

LANGUAGE SKILLS:

Must be proficient in speaking, reading, writing, and understanding the primary language(s) used in the workplace; bilingual skills are a plus. Ability to read, analyze, and interpret general business information, including company policies and procedures. Capable of effectively presenting information and responding to inquiries from groups of managers and customers.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Ability to lift 10 to 20 lbs.
  • Must be able to stand for extended periods.
  • Dexterity to handle currency.
  • Ability to operate office machinery.
  • Effective communication in person and/or by telephone.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Generally, ambient room temperatures, lighting, and standard equipment found in a typical office/retail environment.

ADDITIONAL DUTIES:

Please note this job description is not intended to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.

AFFIRMATIVE ACTION PLAN/EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:

Trustco Bank is an equal opportunity/affirmative action employer. It is the policy of Trustco Bank to take affirmative action in affording equal employment opportunities to all qualified persons without regard to race, color, religion, sex, national origin, age, marital status, genetic information, disability, or protected veteran status.

This includes, but is not limited to, the following:

  • Hiring, placement, upgrading, transfer, demotion, or promotion
  • Recruitment, advertising, or solicitation for employment
  • Treatment during employment
  • Rates of pay or other forms of compensation
  • Selection for training, including apprenticeship
  • Layoff or termination

Trustco Bank is committed to cooperating fully with applicable regulations of the Civil Rights Act and any legislation on Equal Employment Opportunity.