Branch Operations Supervisor

Service

• Being courteous – make eye contact, smile, extend greeting, use name, engage in conversation, and other prescribed program disciplines
• Being knowledgeable – features and benefits of products and services
• 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)
• Set Expectations• 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 staffing 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 teller’s performance and adherence to teller referral guidelines
• Monitor and 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 – understanding the impact on audit and compliance
• Adhere to proving standards
• Ensure timely and accurate routing of work
• Maintain appropriate individual teller cash limits
• Daily, balance all branch GL’s and resolve any differences
• On the 1st of the month, balance all branch GL’s 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 with Area Operations Manager
• Work with platform on monitoring branch exception report and help to resolve any issues as needed

Self-Development

• Participate in both online and classroom training as recommended to expand knowledge and sharpen skills in current role.
• 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
• Be an active listener
• 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.

Skills Required

• Leadership Skills
• Interpersonal Skills – relate to coworkers, inspire/motivate, and mitigate conflict
• Written and Verbal Communication Skills
• Planning & Organizational Skills* Judgment and Decision-Making Skills
• Analytical Skills
• Problem Solving Skills
• Flexibility/Adaptability & Ability to Manage multiple priorities
• Time Management Skills

• 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

Notary Public