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Branch Operations Supervisor

Adirondack Bank • Utica, NY • 3d ago

NY1532957 Branch Operations Supervisor

Summary:

Supervise the daily functions and activities of the teller line

Processing of teller transactions to assist with customer traffic

Recognize and reward teller team members for excellent performance

Demonstrate operational excellence in teller processing

Ensure operational soundness of the branch

Ensure compliance with government regulations

Ensure compliance with bank policies and procedures

Serve as a role model to others with regard to professionalism in both appearance & behavior

Essential Duties: Service:

Being courteous - make eye contact, smile, extend greeting, use name, engage in conversation, and other prescribed program disciplines

Being accurate - cash handling, adherence to policies and procedures

Being a relationship builder - identify needs-based referral opportunities

Supervision:

Establish SMART Goals (Specific, Measurable, Attainable, Realistic, Timely)

Conduct weekly observations on teller staff to monitor sales and service skills

Provide training & development

Provide coaching - morning huddles, on the spot, one on one, team

Scheduling - daily staff model, vacation schedules, etc.

Completion of performance reviews - 90-day, quarterly, annual evaluations

Ensure proper communications and timelines are being adhered to on issues that require employee conferences, reports, or similar documentation

Monitor & measure results - observations, customer feedback, reporting, etc.

Handle exceptions and address customer concerns

Provide teller overrides for various teller transactions as needed and according to the bank procedures

Coach tellers on how to be an active listener and identify referral opportunities

Monitor tellers performance and adherence to teller referral guidelines

Monitor facility related issues through routine exterior and interior inspections, communicate them with the Branch Manager to ensure they are being addressed in a timely manner

Operations:

Participate in branch opening and closing procedures

Participate in balancing of branch ATMs and processing ATM deposits

Participate in processing of daily night deposit transactions

Adhere to policies and procedures - understand the impact on audit and compliance

Maintain appropriate individual teller cash limits

Daily, balance all branch GLs and resolve any differences

On the 1st of the month, balance all branch GLs in preparation for monthly audit

Assist tellers in researching any teller differences as they occur according to bank procedures

Monitoring completion of daily logs to ensure accuracy and correct errors or omissions

Performing monthly audits and review of security checklist

Conduct periodic spot checks throughout the branch daily to ensure compliance of bank policies and procedures

Communicating changes in policy and procedure as they occur

Communicate any operational concerns to the Branch Manager

Work with platform on monitoring branch exception report and help to resolve any issues as needed

Participate in cross training to additional roles as requested

Communication:

Deliver verbal and written communications in a professional manner

Understand the impact non-verbal communication can have on delivery of a message

Community: Participate in bank sponsored events *Required to attend or participate in necessary compliance training, including but not limited to BSA, Security, Information Technology, OFAC, Privacy and applicable BVS courses

Job Requirements:

High School Graduate

Two years teller experience

Minimum of one-year Supervisory Experience

Excellent Verbal & Written Communication Skills

Ability to travel to other area branches as need for coverage

Additional Recommended Training:

Notary Public

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