Branch Operations Manager - two Portland locations

Saco & Biddeford Savings Institution•South Portland, ME

5d•Onsite

About The Position

This position is responsible for overseeing the tellers and customer service staff of two Portland branch locations: 601 Broadway, South Portland and 63 Marginal Way, Portland (scheduled to open late October/early November). Additionally, the position is responsible for branch operations. The role focuses on providing high-quality customer service and maintaining the operational excellence of assigned branches under the direction of the Market Manager. The Branch Operations Manager will also assist the Market Manager with outreach initiatives, support customer service activities, and perform the duties of the Market Manager in their absence. A key aspect of this role is building relationships with customers by identifying their needs and recommending appropriate banking products and services, referring them to other bank personnel when necessary.

Requirements

High school graduate or equivalent.
Three-to-five years of progressively responsible experience in a financial institution.
Background in retail banking operations, lending and supervision or management.
Excellent supervisory skills.
Excellent customer service skills.
Excellent sales skills.
Excellent organizational skills.
Excellent verbal and written communication skills.
Computer literate, with experience in Microsoft Office products, esp. Word.
Expert knowledge of Teller & CSR procedures, rules and regulations.
Ability to work harmoniously, professionally, cordially and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
Ability to read/see documents and computer screens.
Ability to communicate in person and via the telephone.
Ability to use a computer and other office equipment.
Dependable and conforms to punctuality and attendance standards.
Able to travel to all bank locations.

Nice To Haves

College degree preferred.

Responsibilities

Overseeing tellers and customer service staff of two branch locations.
Maintaining the operational excellence of assigned branches.
Providing feedback and ideas for improving customer experience.
Assisting the Market Manager with outreach initiatives and customer service activities.
Performing the duties of the Market Manager in their absence.
Building relationships with new and existing customers by identifying their needs and determining appropriate products or services.
Referring customers to other bank personnel when necessary.
Following Affirmative Action Plan when selecting candidates.
Providing orientation and training for new employees.
Assigning work to employees and communicating performance expectations.
Leading staff meetings focused on branch procedures.
Conducting "one on one" performance appraisals, with at least an annual written appraisal.
Recommending performance awards and/or increases.
Approving time cards/attendance sheets and resolving time off requests.
Participating in activities associated with the management of workplace health and safety.
Helping employees address and resolve concerns and complaints.
Addressing performance issues on a timely basis.
Coaching and mentoring employees by scheduling courses offered by/through Learning and Development.
Developing branch staff to be proficient in their individual roles (teller, CRA, or CRO).
Consulting with Human Resources as needed.
Ensuring teller and customer service areas operate in compliance with federal and state banking regulations and adhere to all bank policies and procedures.
Acting as the branch’s primary contact for internal audit, compliance, operations, and networking.
Maintaining a strong understanding of the Banks electronic delivery systems for consumer and business customers.
Maintaining a general understanding of all consumer and commercial loan products.
Performing other miscellaneous duties or special assignments as required or assigned.
Performing duties of customer service representative, teller, and other operational positions, as needed.
Assisting the Market Manager with consumer loan interviewing and processing by underwriting applications and boarding loans.
Assisting the Market Manager in attaining sales goals, including developing internal sales initiatives and staff training.
Assisting Market Manager in community activities.
Attending all required meetings and training.
Complying with federal and state banking regulations, as well as with all bank and department policies and procedures.
Serving on various committees as assigned.