Branch Operations Manager - Stony Hill

Union Savings Bank•Bethel, CT

7d•Onsite

About The Position

The Branch Operations Manager leads branch customer service, operations, financial performance, sales and service, and staff development at the Stony Hill Branch, located at 79 Stony Hill Rd., Bethel. The role works in conjunction with the Branch Manager to achieve branch profitability and sales and service goals, while maintaining a welcoming customer environment and ensuring operational, regulatory, and policy compliance. The manager coaches and supports branch team members, resolves or escalates customer concerns, promotes customer retention, and helps maintain the branch’s facilities. The role also oversees staff performance and development, scheduling, and human resources processes for direct reports.

Responsibilities

Coach team members to deliver the USB Customer Service Commitment Charter and represent the USB brand.
Lead by example in creating a friendly, welcoming branch environment and maintaining a positive attitude.
Ensure staff follow USB Quality Service Standards, including the “it takes two to say no” guideline.
Support positive customer service survey results and successful customer retention.
Handle customer transactions accurately and efficiently, and serve as a resource to resolve customer service issues or escalate them when appropriate.
Respond to customer complaints and concerns within two business days, work to resolve them promptly, set clear expectations, and ensure follow-up.
Protect the confidentiality and privacy of customer information.
Participate in community service groups and activities, and promote and participate in lobby engagement.
Maintain branch appearance and facilities, and arrange maintenance when necessary.
Promote operational excellence and branch safety and soundness; ensure staff and self follow policies and procedures and correct audit violations.
Monitor and/or manage branch RCI, overdrafts, and charge-offs, and process RIM within authorized limits.
Comply with applicable S.A.F.E. Act requirements, maintain current and active registration information, and provide the N.M.L.S. registration number to consumers as required.
Perform essential customer transaction functions accurately and promptly.
Comply with Fair Lending and UDAAP requirements.
Ensure account documentation, including signature cards, resolutions, POA, and Trust Agreements, is scanned to Bank Operations promptly and follow up with team members as needed.
Work with the Branch Manager to achieve profitability goals; review profit center accounting reports and develop and implement strategies to improve revenue and efficiency.
Coach Service Reps on responding to customer fee concerns by offering appropriate solutions.
Assist the Branch Manager in tracking, planning, and achieving sales and service goals.
Coach team members to proficiency in the USB sales and service process and ensure team accountability.
Drive branch deposit, loan, investment, and cross-sell goals through individual production and a sense of urgency.
Provide feedback and coaching on sales and service results.
Maintain working knowledge of USB products and services sold in the branch, educate and reinforce staff knowledge, and stay current on products and services from other business lines to support cross-selling.
Model the USB sales and service process and promote use of sales and service tools, job aids, and playbooks.
Source and facilitate Bank at Work opportunities.
Use in-branch customer interactions to promote the value of banking with USB and expand customer relationships.
Develop and retain high-performing Service Reps through leadership, coaching, and management of sales and service.
Provide timely, meaningful coaching feedback and foster a positive, enthusiastic work environment.
Support employee professional growth through education, training, cross-training, and necessary tools and skills; work to minimize turnover caused by job dissatisfaction.
Ensure team members are dressed professionally and manage staffing schedules to support a quality customer experience.
Manage HR processes for direct reports, including performance, incentive, and introductory-period reviews; recruitment; career development; training; interviews; and disciplinary or corrective actions.
Participate in interviewing new staff members.