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Branch Operations Manager

2 months ago

Huntington Beach, 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 key member of our Consumer, Small & Business Banking division, you will be responsible for leading and supervising the operations of our teller functions to deliver exceptional customer service and colleague experience.

Key Responsibilities
  • Lead and Supervise Teller Functions: You will be responsible for leading and supervising the operations of our teller functions to deliver exceptional customer service and colleague experience.
  • Provide Feedback and Present Ideas: You will 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: You will perform operational and customer support tasks to ensure timely completion, quality, and compliance in teller functions.
  • Provide Excellent Customer Service: You will provide excellent customer service, engage customers in conversations, and build relationships with them.
  • Manage the Schedule and Daily Operations: You will manage the schedule and the daily operations of the teller line.
  • Make Decisions and Resolve Issues: You will make decisions and resolve issues related to daily operations of the teller line, under direction of regional banking management.
  • Leverage Interpretation of Regulations: You will leverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures.
  • Support Customers and Employees: You will support customers and employees in resolving or escalating concerns or complaints.
  • Collaborate and Consult with Branch Employees: You will collaborate and consult with branch employees, colleagues, and mid-level managers.
  • Interact Directly with Customers: You will interact directly with customers.
  • Coach, Motivate, and Develop Direct Reports: You will 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: You will manage allocation of people and financial resources for branch operations.
  • Mentor and Guide Talent Development: You will mentor and guide talent development of direct reports and assist in hiring talent.
Requirements
  • 2+ Years of Experience: You must have 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: You must have 1+ years of leadership experience.
Desired Qualifications
  • Leadership Skills: You must have leadership skills including the ability to build, develop, and motivate a diverse work team.
  • Ability to Provide Strong Customer Service: You must have the 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: You must have customer service, operations, or financial services management experience within a high volume, fast-paced and constantly changing environment.
  • Ability to Educate and Connect Customers: You must have the ability to educate and connect customers to technology and share the value of mobile banking options.
  • Ability to Interact with Integrity and Professionalism: You must have the ability to interact with integrity and professionalism with customers and employees.
  • Knowledge and Understanding of Laws and Regulations: You must have knowledge and understanding of laws and regulations pertaining to the banking industry.
  • Knowledge and Understanding of Retail Compliance Controls: You must have knowledge and understanding of retail compliance controls, risk management, and loss prevention.
  • Ability to Work Effectively Under Pressure: You must have the ability to work effectively under pressure, meet deadlines, exercise independent judgment, and use critical thinking skills.
  • Relevant Military Experience: You must have relevant military experience including working with military protocol and instructions, enlisted evaluations, officer/leadership reporting.
  • Cash Handling Experience: You must have cash handling experience.