AVP /Retail Service Manager

Spencer Savings Bank•Elmwood Park, NJ

12d

About The Position

Responsible for managing the day-to-day operation of the retail branch network to maintain excellent customer service and operational control while maximizing performance and profitability. The role is responsible for branch-network compliance with anti-money-laundering (AML) policies and procedures, securing branch assets, and defending against bank fraud. The manager develops, recommends, implements, and administers policies and procedures for customer service, regulatory compliance, and branch operations. The role directs and supports branch management, provides in-depth core-system support and consultation to the Retail Division, troubleshoots complex issues with users and the core system provider, and researches and implements suitable system functionality. It also supports Retail Division business intelligence and reporting in coordination with IT, Core Support, and Finance. The position oversees the deposit account analysis program, including account-data integrity and service-charge collection, and coordinates research into compliance matters related to suspicious activity reporting. It monitors branch operational systems and efficiencies, develops management information systems, coordinates product and service changes with Deposit Operations, and monitors and reports large currency transactions in accordance with AML policies. The role also adapts branch service procedures to digital delivery technologies, works with Deposit Operations and branch management to prevent account-fraud and operational-error losses, and oversees the Retail Service Department, which includes an Assistant Retail Service Manager and Generalists. Other duties may be assigned as required.

Requirements

College degree, or a minimum of 8 years of Retail Banking Operations experience.
Minimum of 8 years of retail banking experience in a dynamic branch environment.
Excellent communication, organizational, and operational management skills.
Excellent customer service and interpersonal skills.
Proficiency in Branch Automation, Management Information Systems, and Core Processor systems.
Proficiency with word-processing, spreadsheet, and banking software.
Leadership skills and the ability to drive a team.
Proven ability to coach and develop others.
Excellent analytical skills and the ability to work under pressure.

Responsibilities

Manage the day-to-day operation of the retail branch network, maintaining customer service, operational control, performance, and profitability.
Ensure branch-network compliance with AML policies and procedures, protect branch assets, and defend against bank fraud.
Develop, recommend, implement, and administer policies and procedures for customer service and regulatory compliance.
Direct and support branch management in daily operations.
Provide core-system support and consultation to the Retail Division; troubleshoot complex issues with users and the core system provider, and research and implement relevant system functionality.
Support Retail Division business intelligence by working with IT, Core Support, and Finance to create and adjust reporting tools.
Oversee and administer the bank’s deposit account analysis program, ensuring account-data integrity and service-charge collection while monitoring waivers and charge-code discrepancies.
Coordinate research of compliance matters related to suspicious activity reporting and support the Retail Division at relevant committee meetings.
Monitor branch-network operational systems and recommend changes.
Develop management information systems that report critical data to Retail Management.
Monitor operational efficiencies and recommend branch-workflow changes.
Coordinate implementation of new products and services and changes to existing products, services, or fees with Deposit Operations.
Monitor and report large currency transactions to ensure compliance with AML policies and procedures.
Perform duties in compliance with applicable legal and statutory regulations and professional responsibilities.
Adapt branch service policies and procedures to new technologies and digital delivery channels.
Work with the Deposit Operations Manager and branch management to identify and prevent losses caused by account fraud and operational errors.
Oversee the Retail Service Department, including the Assistant Retail Service Manager and Generalists.
Perform other duties as required.