Branch Operations Manager

1 week ago

San Francisco, California, United States Wells Fargo Full time
About This Role

Wells Fargo is seeking a Branch Operations Associate Manager (LO) for our National Branch Network as part of the Consumer, Small & Business Banking division. This role is responsible for leading and supervising 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.
Work Environment

This position is not eligible for Visa sponsorship. The pay range for this position is $22.16 - $33.22. Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

  • 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.

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