Branch Operations Manager - Scarborough

Saco & Biddeford Savings Institution•Scarborough, ME

About The Position

The Branch Operations Manager oversees tellers and customer service staff and is responsible for branch operations. Under the direction of the Market Manager, this position focuses on high-quality customer service and maintaining operational excellence. The manager supports customer outreach and sales initiatives, develops branch employees, and ensures the teller and customer service areas comply with banking regulations and bank policies. The role also serves as the branch’s primary contact for internal audit, compliance, operations, and networking.

Requirements

High school graduate or equivalent.
Three to five years of progressively responsible experience in a financial institution, with a background in retail banking operations, lending, and supervision or management.
Excellent supervisory, customer service, sales, organizational, verbal communication, and written communication skills.
Computer literacy, including experience with Microsoft Office products, especially Word.
Expert knowledge of teller and customer service representative procedures, rules, and regulations.
Ability to work effectively and professionally with others and contribute to bank goals through teamwork.
Ability to read and see documents and computer screens, communicate in person and by telephone, and use a computer and other office equipment.
Dependability and adherence to punctuality and attendance standards.
Ability to travel to all bank locations.
Ability to lift items weighing approximately 35 pounds.
Ability to perform all duties and responsibilities, either unaided or with reasonable accommodation.

Nice To Haves

College degree.

Responsibilities

Maintain high-quality customer service and operational excellence at the assigned branch under the direction of the Market Manager.
Provide feedback and ideas to improve the customer experience.
Assist the Market Manager with outreach to existing and potential customers and support customer service activities.
Perform the Market Manager’s duties and responsibilities in their absence.
Build relationships with customers by identifying needs and determining appropriate deposit, consumer loan, or residential loan products and services.
Refer customers to other bank personnel when necessary.
Select qualified candidates in accordance with the Affirmative Action Plan, orient and train new employees, assign work, and communicate performance expectations.
Lead weekly staff meetings, preferably daily, focused primarily on branch procedures.
Conduct regular one-on-one performance appraisals, including at least one written appraisal annually; recommend performance awards or increases when appropriate.
Approve time cards and attendance sheets and resolve time-off requests promptly.
Participate in workplace health and safety management activities and help employees resolve concerns and complaints.
Address performance issues promptly and coach and mentor employees, including scheduling Learning and Development courses.
Develop branch staff to be proficient in their individual roles, such as teller, CRA, or CRO.
Consult with Human Resources as needed.
Ensure teller and customer service operations comply with federal and state banking regulations and bank policies and procedures.
Serve as the branch’s primary contact for internal audit, compliance, operations, and networking.
Maintain knowledge of the bank’s electronic delivery systems for consumer and business customers and a general understanding of consumer and commercial loan products.
Perform customer service representative, teller, and other operational duties as needed.
Assist the Market Manager with consumer loan interviewing and processing, including underwriting applications and boarding loans.
Assist the Market Manager in attaining sales goals, including developing internal sales initiatives and training staff.
May assist the Market Manager with community activities.
Attend required meetings and training, comply with applicable regulations and policies, and serve on committees as assigned.
Perform other duties or special assignments as required or assigned.