Branch Operations Manager - Norwalk

Union Savings Bank • Norwalk, CT • 2h ago

Description

In conjunction with the Branch Manager, the Branch Operations Manager is responsible for the operations of the branch and achieving sales and service goals. The Branch Operations Manager will assume all Branch Manager responsibilities in the absence of the Branch Manager.

Customer Service

Coach team members to bring to life all aspects of the USB Customer Service Commitment Charter and the USB brand.

Lead by example to create a positive branch environment that is friendly and welcoming. Demonstrate a positive and upbeat attitude for your teams and clients on a daily basis.

Ensure staff's follows USB Quality Service Standards (adhere and ensure that employees follow the "it takes two to say no") guideline.

Responsible for the branch achieving positive customer service surveys.

Accountable for successful retention of customers.

Handle transactions accurately and efficiently, respecting the customer's time.

Serve as a resource to branch team members resolving customer service issues to ensure satisfactory results.

Elevate to higher management level when appropriate.

Respond to customer complaints/concerns within 2 business days and look to resolve issues promptly. Set clear expectations for clients and ensure follow-up is taking place.

Maintain the highest levels of confidentiality and privacy of customer information.

Participate in community service groups/activities.

Promote and participate in lobby engagement.

Maintain branch appearance and facilities making sure the they are well maintained and functioning properly; order maintenance when necessary.

Risk/Operations

Maintain the safety and soundness of the branch by holding team members accountable for operational excellence.

Ensure team & self adhere to all policy and procedures. Correct any audit violations.

Monitor and/or manage branch RCI, overdrafts, charge off's.

Process RIM within authorized limits.

Comply with all S.A.F.E. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active.

Provide N.M.L.S. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards.

Perform essential customer transaction functions with accuracy and in a timely manner.

Comply with all requirements of the Fair Lending regulations.

Comply with UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations.

Ensure all account documentation (ex: signature cards, resolutions, POA, Trust Agreements) are scanned to Bank Operations in a timely manner. Follow-up with team members as needed.

Finance Management

In conjunction with the Branch Manager, achieve branch profitability goals. Review profit center accounting reports, develop and implement strategies for improvement in branch revenue and efficiency. Coach Service Reps to address customer fee based concerns by offering appropriate solutions.

Sales

Assist the Branch Manager in tracking, strategizing, and accomplishing sales and service goals.

Coach team members to proficiency in all aspects of the USB sales & service process.

Ensure accountability is taking place by the team members.

Demonstrate a sense of urgency with achieving branch deposit, loan, investment, cross sell goals through individual production. Providing feedback and coaching to the team on sales & service results.

Maintain a working knowledge of all USB products and services sold directly in the branch and consistently educate and reinforce USB products and services with staff.

Keep current on products/services available from other business lines to aid in cross selling efforts.

Model USB sales & service process and promote usage of all USB sales & service tools, job aids and playbooks.

Actively source and facilitate Bank at Work opportunities.

Maximize all in-branch customer interactions to promote the value of banking with USB and expand/deepen customer relationships.

Human Resources

Develop and retain high performing team members (Service Reps) through leading, coaching and managing all aspects of sales & service.

Provide timely and meaningful coaching feedback.

Motivate personnel and promote workplace enthusiasm by providing a positive work environment; provide opportunities for professional growth through education/training; provide the tools/skills (cross train) necessary for employee growth at USB.

Minimize employee turnover due to job dissatisfaction.

Ensure team members are dressed professionally.

Efficiently manage staffing schedules to ensure a quality customer experience.

Manage HR processes for direct reports (performance/incentive/introductory period reviews, recruitment, career development, training, interviews, disciplinary/corrective actions, etc.).

Participate with the interviewing process for new staff members.

Qualifications

Education

Required

High School Diploma or GED or better

Preferred

Bachelors or Equivalent Work Experience or better

Licenses & Certifications

Required

NMLS

Experience

Required

2-5 years: Supervisory

5-7 years: Banking

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Similar Jobs

Administrative Assistant - Housing

Lutheran Care Center • Scarsdale, NY • 5h ago

Management & Administrative

ADMINISTRATIVE ASSISTANT - HOUSING THIS POSITION IS LOCATED AT 700 WHITE PLAINS ROAD, SUITE 300, SCARSDALE, NY * Job Summary: We are seeking an experienced Administrative Assistant to support our Housing Department in ou...

5h ago

Go to Apply

Administrative Support Coordinator - Phelps

Northwell Health • Sleepy Hollow, NY • 5h ago

Management & Administrative

Req Number 174797 Job Description: Coordinates diversified clerical duties related to the operational needs of the office/department. Job Responsibility: Coordinates diversified clerical duties which may include, but are...

5h ago

Go to Apply

Administrative Support Assistant

Northwell Health • Valhalla, NY • 5h ago

Management & Administrative

Req Number 181678 Job Description Performs diversified clerical duties related to the operational needs of the office/department. Job Responsibility Performs diversified clerical duties which may include, but are not lim...

5h ago

Go to Apply

AVP, Account Management/Team Lead

Synchrony • Stamford, CT • 10h ago

Management & Administrative

Role Summary/Purpose: We're looking for an account management leader with internal or external creative agency experience to join our growing team. Goldmind Creative is Synchrony's in-house full-service agency. The Accou...

10h ago

Go to Apply

AVP, Account Management/Team Lead

Synchrony • Stamford, CT • 10h ago

Management & Administrative

Job Description: Role Summary/Purpose: We're looking for an account management leader with internal or external creative agency experience to join our growing team. Goldmind Creative is Synchrony's in-house full-service...

10h ago

Go to Apply

Amazon Account Manager | Shelton, CT

dsm-firmenich • Shelton, CT • 10h ago

Management & Administrative

Amazon Account Manager Shelton, CT We're looking for an experienced, data-driven Amazon Account Manager who excels at turning insights into growth. In this role, you will own key elements of our Amazon business, identify...

10h ago

Go to Apply

Customer Service Representative

SRS Distribution Inc. • Huntington, NY • 11h ago

Management & Administrative

Position Purpose: The Customer Service Representative ensures customer satisfaction through effective service, strong relationship-building, and sales support. This role engages directly with walk-in customers, coordinat...

11h ago

Go to Apply

Correctional Institution Administrator (Executive Assistant/Satellite Operations Administrator)

Justice, Bureau of Prisons/Federal Prison System • Danbury, CT • 17h ago

Management & Administrative

Summary Corrections professionals who foster a humane and secure environment and ensure public safety by preparing individuals for successful reentry into our communities. Responsibilities This position functions as an a...

17h ago

Go to Apply

Per Diem Administrative Support Assistant - Woodbury

Northwell Health • Woodbury, NY • 17h ago

Management & Administrative

Req Number 183806 Job Description Performs diversified clerical duties related to the operational needs of the office/department. Job Responsibility Performs diversified clerical duties which may include, but are not lim...

17h ago

Go to Apply

Operations Research AnalystCosmetics M&D

Ivy Enterprises, Inc. • Port Washington, NY • 17h ago

Management & Administrative

Under GM's close supervision, analyze & optimize the companys end-to-end cosmetics manufacturing, supply chain, & global distribution (M&D) operations by developing & applying mathematical models, forecas...

17h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.