This position reports directly to the VP Branch Director and works very closely with Retail Branch staff. Responsible for overseeing and monitoring the operational integrity of all Retail Banking branches. Partner with retail leadership to reduce and prevent risk, ensure compliance with all policies and procedures, gain efficiencies and improving operational performance. Executes various initiatives including a structured branch visit and inspection program that provides coaching, direction and accountability to all bank policies and procedures relative to retail banking. Recommends efficiencies to leadership to improve the client and employee experience. Educates branch staff on an ongoing basis. Acts as a key resource for the branches on escalated operational issues.
Ensure branches are consistently following operational procedures. Creates Bank specific operational plans that include individual operations plans for each of the branches. Reports progress to leadership against plan and provides guidance to team.
Support branch team member development through effective coaching, continuous support and New Team Member Onboarding.
Effectively serve in role as the Retail Banking operations liaison between branches and business partners to solve and mitigate complex operational concerns and customers issues/incidents.
Develops a consistent visit process and scoring mechanism to provide transparent direction to the team
Lead and or support organizational and business line project initiatives through participation on project teams and Retail Banking technology enhancements
Support Retail Branch team members with operation branch office including regular onsite visits, 24/7 support and emergency response, robbery response and complex problem resolution.
Partner with Retail Banking leadership to ensure operational stability and integrity through coaching.
Cultivate and maintain strong partnerships with organizational business partners including operations, wires, payments and training.
Oversee, analyze and coach to Retail Banking risk controls and key operational performance indicators.
Review operational performance to ensure Retail branch compliance to organizational and business line policy and procedure, provide a regular audit routine for the branches, inspection and adherence to state and federal regulatory requirements.
Provide feedback to branch management in regards to annual reviews of Teller Supervisors and Teller Managers and will recommend coaching/counseling for same..
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
EDUCATION and/or EXPERIENCE
At least 5 years' recent related Branch Operations experience responsible for overseeing and monitoring the operational integrity of Retail Banking branches. Demonstrated ability to prioritize and make independent decisions within authority. Bachelor’s Degree or equivalent from four-year College or technical school.
Must have an excellent understanding of all applicable regulations and laws relating to day-to-day Retail Branch duties. Maintain an up to date understanding of all Retail Bank policies and procedures. Expected to be up to date on all requirements for annual compliance testing. Must be knowledgeable and able to effectively apply this knowledge for day-to-day activities and responsibilities.
Strong management, leadership and coaching abilities. Organized and detail oriented. Effective with the use of MS Word and Excel. Maintain an excellent understanding of COCC & Insight system. Must be flexible to changing work schedule to include evenings and weekends. Frequent local and out of town travel is required. Must maintain a valid driver’s license.
Effective interpersonal communication and relational skills with the ability to effectively lead and work with individuals and groups at all organization levels; ability to work independently and as part of a team. Excellent organizational and project management skills; sound judgment; initiative; flexibility; detail and results oriented.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Superior analytical and problem resolution skills with proven ability to exercise informed judgement, relationship management
HarborOne Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.