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Branch Operations Manager

2 months ago

San Diego, California, United States WELLS FARGO BANK Full time
About This Role

We are seeking a highly skilled and experienced Branch Operations Manager to join our team at Wells Fargo Bank. As a Branch Operations Manager, you will be responsible for leading and supervising the risk and operations of teller functions to deliver exceptional customer service and colleague experience.

Key Responsibilities
  • Lead and supervise risk and operations of teller functions to deliver exceptional customer service and colleague experience.
  • Provide feedback and present ideas for improving customer service and colleague experience, and related performance management process and tools.
  • Perform operational and customer support tasks.
  • Provide excellent customer service, engage customers in conversations, and build relationships with them.
  • Manage the schedule and the daily operations of the teller line.
  • Make decisions and resolve issues related to daily operations of the teller line, under direction of regional banking management.
  • Leverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures.
  • Support customers and employees in resolving or escalating concerns or complaints.
  • Collaborate and consult with branch employees, colleagues, and mid-level managers.
  • Interact directly with customers.
  • Coach, motivate, and develop a diverse team of direct reports to achieve full potential and meet established business objectives.
  • Manage allocation of people and financial resources for branch operations.
  • Mentor and guide talent development of direct reports and assist in hiring talent.
Requirements
  • 2+ years of experience assessing and meeting the needs of customers or helping with issue resolution, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
  • 1+ years of Leadership experience.
Preferred Qualifications
  • Leadership skills including the ability to build, develop, and motivate a diverse work team.
  • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues.
  • Customer service, operations, or financial services management experience within a high volume, fast-paced and constantly changing environment.
  • Ability to educate and connect customers to technology and share the value of mobile banking options.
  • Ability to interact with integrity and professionalism with customers and employees.
  • Knowledge and understanding of laws and regulations pertaining to the banking industry.
  • Knowledge and understanding of retail compliance controls, risk management, and loss prevention.
  • Ability to work effectively under pressure, meet deadlines, exercise independent judgment, and use critical thinking skills.
  • Relevant military experience including working with military protocol and instructions, enlisted evaluations, officer/leadership reporting.
  • Relevant military experience including working in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human resources or military recruiting.
  • Cash handling experience.