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Banking Center Operations Manager

2 months ago

San Antonio, Texas, United States Texas Regional Bank Full time
Job Summary

The Banking Center Operations Manager is a key leadership role responsible for the administration, management, and efficient daily operation of a full-service banking center. This includes operations, product sales, customer service, facility maintenance, security, and safety in accordance with the Bank's objectives.

Key Responsibilities
  • Manage the day-to-day banking center operations to ensure operational excellence.
  • Directly supervise all banking center operations and lobby personnel.
  • Order supplies for the banking center and generate service tickets to ensure equipment and systems are fully functional.
  • Monitor and oversee all banking center procedures and transactions, including overrides, audits, balancing, bait money, approve checks, review large items, and ensure individual teller and vault limits are within policy.
  • Monitor and oversee all Teller Capture procedures.
  • Resolve escalated customer complaints/issues promptly and effectively.
  • Act as the Banking Center Security Coordinator, responsible for overall banking center security and adherence to policy and procedures.
  • Responsible for quarterly security inspections, as well as conducting monthly security training.
  • Ensure that all branch personnel are trained on all Bank products and services.
  • Create and maintain the weekly schedule for lobby personnel, including the opening and closing officer schedule.
  • Ensure timekeeping system is current with updated schedules as well as communicating schedules to lobby personnel and officers in a timely manner.
  • Responsible for controlling or eliminating overtime expense within the branch.
  • Provide ongoing guidance and support to lobby personnel for the development of the Bank's overall mission of recruiting customers, building relationships, and retaining customers.
  • Promote an effective sales and service environment.
  • Responsible for quality control verification of all new account maintenance and lobby services performed at the banking center.
  • Maintain working knowledge of all the Bank's products, services, and service charges.
  • Conduct regular staff meetings to communicate compliance with all Bank policy and procedures and communicate any updates to lobby personnel, as necessary.
  • Conduct 90-day evaluations for new lobby personnel as well as annual performance evaluations for existing lobby personnel within an appropriate timeframe.
  • Monitor lobby personnel performance.
  • When appropriate, conduct coaching for improved performance and engage in disciplinary action steps with Human Resources, when necessary.
Requirements
  • High School Diploma or GED required; Bachelor's Degree in business (preferred) or equivalent work experience.
  • 2 to 3 years of banking experience preferred.
  • Demonstrate ability to lead, motivate, and influence others; supervisory experience preferred.
  • Excellent analysis, observation, and decision-making skills.
  • Highly focused, able to rapidly determine key priorities, clearly communicate the priorities, and ensure resources are properly aligned.
  • Excellent interpersonal and communication skills are necessary for maintaining effective relationships with Board members, officers, employees, and members of the business and civic community.
  • Ability to work under high-pressure situations and a stressful atmosphere and then remain composed.
  • Strong acumen for sales development and coaching.
  • Strong organizational skills.
  • Sales experience preferred.
  • Proficiency with Microsoft Office Suite.
  • One year or more of cash handling and/or customer service experience, required.
  • Sound knowledge of general bank operations.
  • Strong customer relations and interpersonal skills.
  • Bilingual in English and Spanish, preferred.