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Senior Retail Operations Manager

2 months ago

Topeka, Kansas, United States Community National Bank Full time

Organization:


Community National Bank, established in 1984, is driven by a diverse group of local stakeholders, ensuring that decisions are made at the community level.


Position Objective:


The role aims to fulfill Community National Bank's strategic goals by identifying and developing business prospects to enhance market presence, achieve sales targets when necessary, and promote cross-selling initiatives to both existing and prospective clients while managing the retail team.

This position is pivotal in fostering customer relationships and recognizing potential leads by providing quality referrals to the bank's internal divisions. The individual will actively advocate for Community National Bank and will be responsible for overseeing the staffing and operations of the retail branch.

Key Responsibilities:


Achieve sales targets as assigned by organizing monthly sales meetings, setting sales goals for team members, and coaching staff on consultative selling techniques, business development, and cross-selling strategies.


Employ a consultative referral selling approach by gathering and evaluating customer information regarding income, assets, investments, or debts to identify referral opportunities effectively.

Maintain comprehensive records of all branch referrals and sales. Guide and motivate staff to meet referral objectives as established.

Assist in resolving customer service issues related to online banking, business banking, operational inquiries, or account-related requests.

Identify and coordinate external sales activities and events to promote the bank's products and services.

Mentor and coach team members to ensure optimal customer service levels and achievement of branch objectives.

Maintain a thorough understanding of all operational functions within the branch, including banking transactions, operations, and sales objectives, to support various roles during staffing shortages.

Monitor compliance issues and branch operations.

Execute opening and closing procedures in line with security protocols, including managing keys and vault combinations.

Authorize transactions within designated limits while ensuring adherence to the bank's policies and security measures. Ensure all customer inquiries are addressed promptly and effectively.

Oversee the completion of audits and ensure staff compliance with policies.

Balance daily and weekly reports, addressing any discrepancies accurately and swiftly.

Monitor and audit vaults, ATMs, and recyclers as necessary.

Uphold customer privacy and data protection policies by maintaining confidentiality.

Safeguard bank operations by ensuring all information remains secure and confidential.

Adhere to all bank policies and procedures, as well as local, state, and federal regulations.

Complete all mandatory training.

Delegate assignments to staff and follow up on the outcomes to meet operational requirements.


Exercise discretion and judgment in implementing, distributing, and monitoring new procedures, policies, and product information to branch staff.

Provide training opportunities to enhance staff career development. Evaluate staff productivity and efficiency for potential promotions or changes in status.

Guide and coach employees, assess job performance, and prepare performance improvement plans when necessary.

Establish professional networks within the bank and the community.

Exhibit a high level of professionalism and technical expertise.

Encourage a collaborative environment within the branch.

Conduct monthly staff meetings.

Ensure adequate staffing levels to meet business demands, providing prompt and efficient customer service while meeting all standards.

Support customer transaction needs based on traffic patterns.

Maintain up-to-date knowledge of personal banking products, services, practices, and trends to integrate into customer interactions.

Possess comprehensive knowledge of account management processes to train and support the branch team while serving as a resource during staffing needs.

General Duties:
Support the bank's strong relationship culture through exceptional customer service and in-depth product knowledge.

Deliver outstanding customer service by resolving issues efficiently and responding in a timely manner.

Drive growth objectives for the branch.

Provide coaching and mentoring to employees.

Participate in the hiring and termination processes for team members.

Oversee the calling program.

Manage branch operations.

Coordinate staff scheduling for retail operations.

Identify and implement solutions for general and urgent issues.

Consult with supervisors on financial matters or other concerns as appropriate.

Collaborate with staff to maintain a cohesive team environment.

Be flexible to accept additional assignments as directed by leadership.

Cross-train for other positions to provide coverage when necessary.

Maintain professionalism while representing the bank at various events and through communications.

Attend meetings as required.

Recommend policies and procedures relevant to the area of responsibility.

Respond promptly to inquiries from customers, staff, and vendors.

Answer phone calls and provide timely responses.

Adhere to the bank's policies and procedures.

Perform other duties as assigned.

Qualifications and Skills:
Extensive knowledge of retail banking products and services, as well as small business customer needs and solutions (including lending products).

Thorough understanding of all operational processes and policies at the branch level.

Experience in financial services is beneficial but not mandatory.

Comprehensive knowledge of banking technologies, processes, and performance metrics.

In-depth understanding of applicable regulations, audit standards, and related policies and procedures.

Strong commitment to customer service.

Results-oriented with the ability to thrive in a collaborative team environment.

Resourceful self-starter with the confidence to engage customers.

Willingness to collaborate and work in various capacities as part of a team.

Excellent interpersonal skills, with the ability to build rapport with customers.

Aptitude for listening, problem-solving, and responding creatively to challenges.

Strong verbal and written communication skills.

Exceptional organizational skills.

Ability to collaborate effectively within a team.

Strong analytical and problem-solving abilities.

Influential skills.

Education and

Experience:
Typically requires 3-5 years of relevant experience and a post-secondary degree in a related field or an equivalent combination of education and experience in sales.

Experience in a consultative customer service or sales role, with a focus on delivering a personalized customer experience (or ability to obtain retail banker certification within 90 days).

Previous supervisory or management experience is preferred.

Dedication to providing exceptional customer service.

Strong attention to detail, reliability, and self-motivation.

Proficiency in MS Office and industry-specific software.

Work Schedule:
Typical hours are 7:30 am – 6:15 pm M-TH; 8 am-6 pm Fridays & 8 am-12 pm Saturdays.

Job Type:
Full-time

Compensation:
Starting at $25.00 per hour

Benefits:
401(k)

401(k) matching

Dental insurance

Employee discount

Flexible schedule

Health insurance

Paid time off

Vision insurance

Experience Level:
3 years

Shift:
8-hour shift

Weekly Schedule:
Monday to Friday

Rotating weekends

Weekends as needed

Experience:
Bank Teller Management: 3 years (Required)

Ability to Commute:
Local commute required

Ability to Relocate:
Relocation required before starting work

Work Location:
In-person.