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 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
• Adhere to teller difference standards
• Ensure timely and accurate routing of work
• 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

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 & 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

Additional Recommended Training
Notary Public