Senior Retail Operations Manager

2 weeks ago

Topeka, Kansas, United States Community National Bank Full time

Organization:


Community National Bank, established in 1984, is driven by a commitment to local ownership and decision-making.


Position Overview:


The Senior Retail Operations Manager plays a pivotal role in achieving Community National Bank's strategic goals by identifying and developing business opportunities to enhance market presence, fulfill sales targets, and effectively manage retail staff.

This position emphasizes building strong customer relationships and recognizing potential growth opportunities through quality referrals to internal departments. The role also involves actively promoting the bank's services and overseeing the operational aspects of the retail branch.

Key Responsibilities:


Achieve sales targets by organizing monthly sales meetings, setting performance goals for staff, and providing coaching on consultative selling techniques and business development.


Utilize a consultative approach to identify customer needs, analyze financial information, and uncover referral opportunities.

Maintain a record of referrals and sales within the branch, guiding staff to meet referral objectives.

Assist in resolving customer service issues related to banking operations and account inquiries.

Coordinate external sales initiatives and events to promote the bank's products and services.

Mentor and coach staff to ensure exceptional customer service and achievement of branch objectives.

Maintain comprehensive knowledge of all branch functions, including banking transactions and sales goals, to support staff as needed.

Monitor compliance and operational standards within the branch.

Conduct opening and closing procedures in line with security protocols, including managing access to vaults.

Authorize transactions within designated limits while ensuring adherence to bank policies and security measures. Ensure all customer inquiries are handled promptly and effectively.

Oversee completion of audits and ensure staff compliance with policies.

Balance daily and weekly reports, addressing any discrepancies in a timely manner.

Monitor and audit cash handling processes, including ATMs and cash recyclers.

Uphold customer confidentiality and adhere to data protection policies.

Follow all bank policies and local, state, and federal regulations.

Complete all required training and delegate tasks to staff while monitoring progress.


Exercise discretion in implementing new procedures and provide training to enhance staff development.

Evaluate staff performance and recommend promotions or changes in status as necessary.

Establish professional networks within the bank and the community.

Demonstrate a high level of professionalism and expertise.

Foster a collaborative environment within the branch.

Conduct regular staff meetings to ensure adequate scheduling and efficient customer service.

Support customer transactions based on branch traffic.

Stay informed about personal banking products and integrate knowledge into customer interactions.

Maintain proficiency in account management systems to train and support staff effectively.

General Duties:
Support the bank's relationship-driven culture through exceptional customer service and product knowledge.

Resolve customer issues efficiently and respond to inquiries in a timely manner.

Drive growth objectives for the branch.

Coach and mentor team members.

Manage hiring and termination processes for staff.

Oversee branch operations and staff scheduling.

Identify and implement solutions for operational challenges.

Collaborate with leadership on financial matters as needed.

Work as a team to maintain a positive work environment.

Be flexible to take on additional responsibilities as assigned.

Cross-train for various roles to ensure coverage.

Represent the bank professionally at all events and communications.

Participate in meetings as required.

Recommend policies and procedures relevant to the role.

Respond promptly to inquiries from customers, staff, and vendors.

Answer phone calls and provide timely assistance.

Adhere to all bank policies and procedures.

Perform other duties as assigned.

Qualifications and Skills:
Extensive knowledge of retail banking products and services, as well as small business needs and solutions.

Thorough understanding of operational processes and policies within the bank.

Experience in financial services is beneficial but not mandatory.

Strong knowledge of banking technologies, processes, and performance metrics.

Familiarity with applicable regulations and audit standards.

Commitment to customer service excellence.

Results-oriented with the ability to thrive in a collaborative environment.

Resourceful self-starter with the confidence to engage customers.

Strong interpersonal skills to build rapport with clients.

Aptitude for problem-solving and adapting to new challenges.

Excellent verbal and written communication skills.

Strong organizational and analytical abilities.

Ability to influence and collaborate effectively.

Education and

Experience:
Typically requires 3-5 years of relevant experience and a post-secondary degree in a related field or an equivalent combination of education and experience in sales.

Experience in a consultative customer service or sales role, with a focus on delivering personalized customer experiences.

Previous supervisory or management experience is preferred.

Dedication to providing outstanding customer service.

Attention to detail, reliability, and self-motivation are essential.

Proficiency in MS Office and industry-specific software is required.

Work Schedule:
Full-time position with a schedule that includes weekdays and occasional weekends.

Compensation:
Competitive hourly wage based on experience.

Benefits:
Comprehensive benefits package including retirement plans, health insurance, and paid time off.

Experience Level:
Minimum of 3 years in bank management or related field.

Work Location:
In-person role.

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