Branch Supervisor II

St. Mary's Bank•Epping, NH

About The Position

Under the direction of the Member Experience Manager I, II, or III, the Member Experience Supervisor II leads and manages daily branch operations in a more complex, mid-sized environment. The role ensures high standards of accuracy, efficiency, and member service while overseeing a broad range of operational activities, including complex transactions and account structures. The Supervisor II focuses on advanced operational proficiency and quality control, ensuring employees correctly execute referral processes and fully work and follow through on referrals. The role also contributes to branch sales goals through personal sales performance and support of the team’s sales and referral activities. The position typically supports a mid-sized branch with approximately $60–$100 million in operations and a frontline team of approximately 5–8 employees focused on teller and platform functions. It collaborates with the Member Experience Manager on staffing, cross-training, and scheduling, and provides leadership coverage in the manager’s absence within delegated authority.

Requirements

At least 4 years of progressive experience in branch operations, including at least 2 years in a lead or supervisory capacity.
Associate’s degree or equivalent work experience.
Strong understanding of teller and platform functions, including complex transactions, account structures, and error resolution.
Experience in a goal-oriented or sales-focused environment and supporting branch-level sales and referral results.
Demonstrated ability to coach and develop employees to full operational proficiency and maintain high referral quality and completion.
Experience supporting audits, operational reviews, or corrective action plans.
Flexible schedule, including evenings and weekends based on branch needs.
Strong judgment, attention to detail, accuracy, and problem-solving skills.
Professional presence and effective communication with members and employees.
Clear and effective written and verbal communication skills.
Ability to lead and inspire a team, achieve business goals, and drive performance.
Commitment to exceptional member service and enhancing the member experience.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Strong relationship-building skills and ability to collaborate with other departments.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.
Ability to identify and mitigate risks.

Responsibilities

Oversee daily branch operations at the teller line and platform, ensuring smooth workflow, accuracy, and adherence to operational standards.
Supervise, mentor, and support frontline staff, providing real-time coaching on teller and platform processes, systems, and procedures.
Train employees in cash handling, transaction processing, deposit account opening, consumer loan processing within guidelines, and account maintenance, corrections, and service requests.
Support branch sales, service, and referral goals through needs-based member conversations, role-modeling expected behaviors, and reinforcing team expectations.
Review sales referrals for process quality, accurate documentation, detailed entries, and activity reporting.
Assist members with teller-line and platform transactions, account openings, and loan services, particularly during overflow, complex cases, or staffing shortages.
Monitor daily balancing, transaction accuracy, and documentation to minimize errors and operational risk.
Resolve escalated operational member issues promptly and professionally.
Ensure branch activities comply with policies, procedures, security standards, and regulatory requirements.
Perform audits and branch assessments and assist with implementing corrective actions.
Collaborate with the Member Experience Manager on staffing, cross-training, and scheduling to meet member needs.
Provide leadership coverage in the Member Experience Manager’s absence within delegated authority, maintaining continuity of branch operations and service.