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Branch Operations Manager

2 months ago

New Castle, Indiana, United States Citizens State Bank Full time
Job Overview

The Branch Operations Manager will oversee Tellers and Personal Bankers within the designated branch, ensuring all responsibilities of a PB2 are met. Acting as the 'Customer Ambassador' for Citizens State Bank, this role is focused on delivering outstanding service to clients who value personal interaction with their financial institution.

Key Responsibilities:

  • Facilitates the Checking Sales Presentation by adhering to the established 8-step model.
  • Actively engages in the Tell-A-Friend Program.
  • Welcomes visitors to the bank, providing necessary information and directing them to the appropriate personnel.

Supervisory Duties:

Monitor the performance of Tellers and Personal Bankers to ensure adherence to institutional policies and procedures.

Provide coaching on service excellence, opportunity identification, and compliance with regulations.

Ensure that daily operational tasks are completed efficiently and effectively, including:

  • Balancing transactional systems, ATMs, and cash recyclers while monitoring cash levels.
  • Assisting with daily cash drawer reconciliations as needed.
  • Conducting quarterly surprise cash counts and reconciliations.
  • Managing staff schedules and approving time reports.
  • Ordering, shipping, and receiving vault cash from the Federal Reserve, while fulfilling cash requests for tellers and personal bankers.
  • Maintaining vault security and serving as the vault custodian.
  • Ensuring dual control measures are in place where necessary.
  • Signing Cashier's Checks.
  • Overseeing the training of new tellers and personal bankers, including product knowledge and opportunity training.
  • Ensuring compliance with all policies and procedures by front-line staff.
  • Conducting performance evaluations for front-line employees.
  • Preparing end-of-month reports for branch transactions.

Management Responsibilities:

Supervises PB1s, Personal Bankers, and Tellers, executing managerial duties in line with organizational policies and applicable regulations. Responsibilities include employee training, work assignment, performance appraisal, and addressing employee concerns.

Performance Expectations:

To excel in this role, candidates should demonstrate the following competencies:

  • Sales Acumen: A solid understanding of the bank's offerings, effectively matching customer needs with appropriate products and services to enhance relationships.
  • Drive and Initiative: A proactive approach to meeting and exceeding cross-selling goals, maintaining a positive attitude towards customers.
  • Communication Skills: Clear and concise written and verbal communication, fostering an environment of open dialogue.
  • Job Knowledge: Technical proficiency in required duties, staying informed about industry developments.
  • Problem-Solving Skills: Ability to identify issues and propose effective solutions, utilizing organizational resources.
  • Attention to Detail: Performing tasks with precision and adherence to established standards.
  • Ethical Standards: Upholding trustworthiness, professionalism, and confidentiality in all interactions.