Branch Operations Manager Santa Cruz

2 weeks ago

Santa Cruz, California, United States Quality Talent Group Full time
Job Title: Branch Operations Manager

We are seeking a highly skilled Branch Operations Manager to join our team at Quality Talent Group. 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.

About the Role:

This is a challenging and rewarding role that requires strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer service. As a Branch Operations Manager, you will be responsible for:

  • Leading and supervising a team of tellers to ensure timely completion, quality, and compliance in teller functions
  • Providing feedback and presenting ideas for improving customer service and colleague experience
  • Performing operational and customer support tasks
  • Providing excellent customer service, engaging customers in conversations, and building relationships with them
  • Managing the schedule and daily operations of the teller line
  • Making decisions and resolving issues related to daily operations of the teller line, under direction of regional banking management
  • Leveraging interpretation of applicable regulations, policy, and procedure requirements, and audit and escalation procedures
  • Supporting customers and employees in resolving or escalating concerns or complaints
  • Collaborating and consulting with branch employees, colleagues, and mid-level managers
  • Interacting directly with customers
  • Coaching, motivating, and developing a diverse team of direct reports to achieve full potential and meet established business objectives
  • Managing allocation of people and financial resources for branch operations
  • Mentoring and guiding talent development of direct reports and assisting in hiring talent
Requirements:

To be successful in this role, you will need:

  • 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
Desired Qualifications:

We are looking for candidates with:

  • 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
Job Expectations:

This role requires:

  • Ability to work a schedule that may include most Saturdays
  • Individuals in Loan Originator (LO) positions must meet the Consumer Financial Protection Bureau qualification requirements and comply with related Wells Fargo policies
  • This position is not eligible for Visa sponsorship
Benefits:

We offer a comprehensive benefits package, including:

  • Health benefits
  • 401(k) Plan
  • Paid time off
  • Disability benefits
  • Life insurance, critical illness insurance, and accident insurance
  • Parental leave
  • Critical caregiving leave
  • Discounts and savings
  • Commuter benefits
  • Tuition reimbursement
  • Scholarships for dependent children
  • Adoption reimbursement

We are an equal opportunity employer and welcome applications from all qualified candidates. We value diversity, equity, and inclusion in the workplace and are committed to creating a work environment that is free from discrimination and harassment. If you are interested in this role, please submit your application and we will review it carefully.

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