Division Operations Manager

Valley Bank•Township of Washington, NJ

21h

About The Position

The Division Operations Manager leads transformational change within the division, focusing on technology upgrades, product updates, and digital/self-service options. This role involves ensuring team member readiness through communication, skill development, and reinforcement. The manager partners with the Senior Division Operations Manager (SDOM) on staffing, employee issues (non-sales related), and operational integrity. Key responsibilities include analyzing processes, recommending improvements for cost reduction and efficiency, acting as a Subject Matter Expert for complex issues, conducting operational assessments, coaching staff, evaluating customer interactions, providing training and mentorship, and managing operational, sales, service, and compliance initiatives. The role also involves researching customer complaints, liaising between branches and back-office departments, assisting with branch openings/closings, resolving cash and general ledger discrepancies, supporting post-robbery investigations, preparing incident reports, reporting suspicious activity, managing IT and facility issues, reviewing branch reports and SOX certifications, overseeing overdraft decisioning and cash management, and undertaking special projects.

Requirements

Strong business acumen.
Ability to manage multiple priorities and meet deadlines.
Ability to make sound business decisions in a fast-paced work environment.
Strong organizational and interpersonal skills.
Ability to leverage critical thinking skills to analyze and solve problems.
Ability to present a confident and professional demeanor to establish trust and convey knowledge.
Excellent level of knowledge of general banking practices, regulations and Valley procedures.
Ability to read, analyze, and interpret general business periodicals, reports, professional journals, technical procedures, or governmental regulations. Ability to interpret report results and formulate changes or improvements in response to results. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, customers and staff.
Ability to effectively present information in one-on-one and group situations.
Intermediate PC skills including Microsoft Word, Excel, PowerPoint.
Highly developed organizational skills and attention to detail.
High School Diploma or GED.
Minimum of 5 years of related experience in branch account opening and/or platform, branch management development experience.

Nice To Haves

Bachelor's Degree.
Prior experience in Retail banking credit union, or other financial institution.

Responsibilities

Leads transformational change such as technology upgrades, product updates, digital and self-service options in the branch by ensuring team member readiness via onsite or virtual communications, skill development and reinforcement.
Partners with Senior Division Operations Manager (SDOM) to assist with functions of the division, including staffing and managing employee issues related to non-sales activities.
Analyze existing processes and recommend new or updated processes, procedures and/or solutions with detailed reasoning and planning that will lower cost and maximize team efficiency.
Is the Subject Matter Expert and applies critical thinking skills to assess and resolve complex branch and customer issues.
Conduct branch operational assessments and identify exceptions. In cooperation with SDOM, create plan for remediation. Coach branch management and staff in developing processes to ensure operational integrity.
Through branch visits, observe and evaluate customer interactions and provide observation and feedback to ensure high customer service levels.
Provide training and mentorship and identifying candidates for career progression.
Conduct Service Excellence Manager meetings, with the support and guidance of the SDOM to disseminate and discuss new and revised initiatives in operations, sales, service and compliance. Actively contribute to branch and division sales and service meetings.
Conducts research to address customer complaints and assists in suggesting course of action. Effectively balances customer satisfaction to risk.
Partners with SDOM to provide feedback and guidance on branch HR issues, including employee disputes, performance issues, correction active and terminations.
Act as liaison between branches and back office departments including: legal, deposit operations, AML and Retail Banking.
Assist the SDOM to implement the opening, relocating, and closing of branches.
Act as the liaison to seek resolution of significant branch cash differences and general ledger situations. In collaboration with Corporate Secu and HR, conduct research regarding targeted issues, such as disappearance of cash, false proofs and unresolved general ledger differences. Assist Coproate Security by providing post branch robbery support.
Prepare Incident Reports regarding customer fraud and losses. Provide guidance for resolution, employee coaching and policy revisions.
When identified, report unusual customer and employee activity under AML/BSA guidelines.
Partner with management on escalation and resolution of branch I.T. and facility issues. Review Everything Speaks submissions.
Review and approve branch reports and SOX certifications on the RBME portal.
Partner with management to oversee and field questions around branch daily large overdraft decisioning, non-post processing and branch cash management.
Accept and execute other duties and responsibilities as assigned, to include special projects, ad-hoc committees, etc.