Anchorage Branch Administration and Operations Support Director

First National Bank Alaska•Anchorage, AK

33d

About The Position

Directs the Anchorage Branch Administration and Operations Support Department; provides leadership, sales, and operational support to branches Statewide; ensures the highest level of customer service is provided and appropriate operational risk management controls are maintained; and collaborates on strategic initiatives and projects by performing the following essential duties and responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ensures the highest level of service to customers by directing the efforts of Anchorage Branch Administration and Operations Support; directs delegates to provide effective coaching, mentoring, training, and monitoring to their managers, supervisors, and staff. Evaluates the effectiveness of Anchorage branches/support units and ensures internal audit issues are corrected. Leads, manages, and actively participates in relationship development and sales efforts of the Anchorage branches to enhance existing and acquire new relationships; ensures staff has appropriate training and resources to successfully implement the bank's relationship development program. Participates in outbound calling efforts, customer visits, etc. Reviews and approves responses to formal and informal Requests for Information, Requests for Proposals, and Invitations to Bid for commercial and government entities. Recommends associated fee pricing. Maintains customer satisfaction, through both internal and external channels, by providing problem-solving resources and actively partnering with staff. Handles major incidents in which complaints have risen above the unit level. Ensures escalation to the appropriate manager(s) as necessary to resolve complex issues requiring higher authority, legal expertise, etc. Works with management on customer service initiatives. Directs tracking, analysis, and trending of internal/external customer support calls and customer feedback. Ensures appropriate actions are taken to address identified trends, including modifications to procedures, training curriculum, enhanced or additional training for staff, etc. Provides strategic direction and operational sales support to branches Statewide, including goal setting, coaching, training, and monitoring of results. Provides expert advice and interprets changes to bank-wide operations procedures, and answers related staff and customer questions. Reviews a variety of customer legal documents, including trust agreements, court orders, powers of attorney, partnership/LLC agreements, etc. Interprets bank policy and procedure and analyzes risk to determine appropriate action to be taken by branch officers/supervisors. Analyzes account relationships and/or financial statements and assesses risk to approve/decline large customer transactions and overdrafts, and to establish and renew ACH debit, ACH credit, Wire Transfer and other risk limits in accordance with the bank's related risk management programs and within assigned limits, minimizing exposure to bank loss. Analyzes and monitors federal/state regulations/laws governing deposit operations and customer information systems. Recommends modifications or revisions to bank policy; develops and implements procedures to comply with federal and state regulations and laws. Ensures all major efforts within the scope of responsibility are successfully executed efficiently and cost-effectively, achieving the highest quality outcomes for the Bank; mitigating risks and minimizing negative impacts. Ensures understanding of the impact of work area processes and outcomes across the organization, including upstream and downstream - not just at the highest level - through proactive communication, outreach and collaboration. Proactively builds and develops quality relationships with peers, subordinates, superiors, vendors, regulators, key contacts - including customers, prospective customers and centers of influence, and other associates and leaders within the community and the state. Performs other work-related duties as assigned by supervisor.

Requirements

Bachelor's degree in business, marketing, economics, accounting or a related field and eight years' leadership experience in bank operations, marketing, sales management, or related field; or ten years' leadership experience in bank operations, marketing, sales management, or related field; or equivalent combination of education/training and experience.
Four years' management experience.
Word processing and spreadsheet software experience required.
Ability to handle highly confidential information, frequent deadlines, and time constraints required.
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to effectively present information to top management, customers, and/or other members of the bank.
Ability to work with mathematical concepts such as probability and statistical inference.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Proactively comes up with workable solutions to difficult problems; generally, first generates several alternatives before evaluating any of them. Introduces innovation as a means of overcoming obstacles. (From critical thinking, analyzing and problem solving).

Nice To Haves

Minimums plus two years of leadership in branch management or bank operations experience at First National Bank Alaska.
Two years of sales management experience.
Two years' project management experience.

Responsibilities

Ensures the highest level of service to customers by directing the efforts of Anchorage Branch Administration and Operations Support; directs delegates to provide effective coaching, mentoring, training, and monitoring to their managers, supervisors, and staff. Evaluates the effectiveness of Anchorage branches/support units and ensures internal audit issues are corrected.
Leads, manages, and actively participates in relationship development and sales efforts of the Anchorage branches to enhance existing and acquire new relationships; ensures staff has appropriate training and resources to successfully implement the bank's relationship development program. Participates in outbound calling efforts, customer visits, etc. Reviews and approves responses to formal and informal Requests for Information, Requests for Proposals, and Invitations to Bid for commercial and government entities. Recommends associated fee pricing.
Maintains customer satisfaction, through both internal and external channels, by providing problem-solving resources and actively partnering with staff. Handles major incidents in which complaints have risen above the unit level. Ensures escalation to the appropriate manager(s) as necessary to resolve complex issues requiring higher authority, legal expertise, etc. Works with management on customer service initiatives.
Directs tracking, analysis, and trending of internal/external customer support calls and customer feedback. Ensures appropriate actions are taken to address identified trends, including modifications to procedures, training curriculum, enhanced or additional training for staff, etc.
Provides strategic direction and operational sales support to branches Statewide, including goal setting, coaching, training, and monitoring of results.
Provides expert advice and interprets changes to bank-wide operations procedures, and answers related staff and customer questions. Reviews a variety of customer legal documents, including trust agreements, court orders, powers of attorney, partnership/LLC agreements, etc. Interprets bank policy and procedure and analyzes risk to determine appropriate action to be taken by branch officers/supervisors.
Analyzes account relationships and/or financial statements and assesses risk to approve/decline large customer transactions and overdrafts, and to establish and renew ACH debit, ACH credit, Wire Transfer and other risk limits in accordance with the bank's related risk management programs and within assigned limits, minimizing exposure to bank loss.
Analyzes and monitors federal/state regulations/laws governing deposit operations and customer information systems. Recommends modifications or revisions to bank policy; develops and implements procedures to comply with federal and state regulations and laws.
Ensures all major efforts within the scope of responsibility are successfully executed efficiently and cost-effectively, achieving the highest quality outcomes for the Bank; mitigating risks and minimizing negative impacts.
Ensures understanding of the impact of work area processes and outcomes across the organization, including upstream and downstream - not just at the highest level - through proactive communication, outreach and collaboration.
Proactively builds and develops quality relationships with peers, subordinates, superiors, vendors, regulators, key contacts - including customers, prospective customers and centers of influence, and other associates and leaders within the community and the state.
Performs other work-related duties as assigned by supervisor.