Enterprise Retail Operations Administrator

Tompkins Community Bank

5d•Hybrid

About The Position

This hybrid position is flexible to be located in any one of our four markets. The selected candidate must be available to work three (3) days in office each week at our Ithaca, NY HQ; Batavia, NY admin office; Brewster, NY admin office; or Wyomissing, PA admin office. Provide operational expertise and administrative leadership to branch administrators across all Tompkins Community Bank markets. Support branch managers and team members in achieving financial, sales, and audit goals by enhancing operational efficiency and service quality through technological advancements, including automation and AI-driven processes. Collaborate with leaders in BSA, AML, Operations, IT, Risk, Compliance, Security, Audit, Finance, and other business units to ensure clear communication and effective oversight of branch policies, procedures, and controls. Utilize deep expertise to manage complex branch administration functions and implement robust risk mitigation strategies. Champion a culture of innovation and continuous improvement within the Retail division.

Requirements

A bachelor’s degree in a related field, and/or specialized banking education and training related to branch banking, operations, and sales management.
Minimum of twelve (12) to fifteen (15) years’ branch banking and sales management experience.
Demonstrated sales management and coaching skills.
Thorough knowledge of community banking operations and current lending regulations, procedures, and policies.
Proficient interpersonal relations and communicative skills.

Responsibilities

Oversee Branch adherence to established policies and procedures.
Ensure consistency and uniformity of policies and procedures across all branches and markets.
Coordination/communication of Account Restrictions between retail and operations
Communicate updates, revisions, and enhancements to branch operational policies and procedures to market teams, ensuring clear understanding and full adoption.
Maintain comprehensive, up-to-date operational manuals and materials, and ensure appropriate distribution.
Assess current processes and design streamlined methods to track and validate procedural adherence.
Develop and implement policy and procedural changes; test and monitor associated controls for accuracy and fraud prevention.
Work closely with Deposit Operations QA ensuring processes meet specified quality standards and identify areas for improvement enhancing overall quality.
Coordinate internal and external audits by implementing necessary improvements or process modifications and develop timely management responses to audit findings to ensure resolution and drive continuous improvement.
Monitor regulatory compliance and recommend enhancements to ensure ongoing adherence.
Create and manage risk matrices within the assigned area of responsibility.
Develop models for accurate reporting and analysis of branch operational activities and adherence to policies and procedures.
Oversee the annual Branch Assessment process across all markets.
Oversee the annual full branch cash count process across all markets.
Facilitate training as needed to maintain and improve compliance with operational standards.
Identify and resolve issues in manual and automated processes that affect branch compliance, efficiency, or customer experience by recommending and implementing effective solutions in coordination with Community Bank managers and Community Bank Operations Officers.
Represent Branch Administration Operations as a project team member or leader on relevant company-wide initiatives, promoting effective change management practices.
Lead the integration of AI technologies within the Retail Division to apply continuous improvement strategies that enhance branch operations, drive end-to-end digital automation, and elevate the customer experience.
Support the project planning and execution for the opening, relocation, or permanent closure of branches and/or ATMs, including ensuring timely and accurate documentation is submitted to relevant federal agencies. Act as a liaison between the bank and regulators completing all required documentation to governing agencies.
Oversee Community Banking Operations across all markets. Direct all duties of quality completeness and accuracy as defined in the Community Banking Operations Officer Job Description. Monitor and verify exception reporting.
Stay informed on regulatory operational approaches and emerging fintech trends and assess their potential application within the Tompkins operating environment using both internal and external resources.
In collaboration with Community Bank Managers, recommend appropriate personnel actions to Human Resources and management in response to procedural violations, ensuring accountability and adherence to company standards.
Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of harassment and other forms of illegal discriminatory behavior in the workplace.
Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Company’s compliance with all regulatory requirements; ensure that branch staff adhere to the same.
Perform other related duties as assigned or directed.