Regional Branch Operations Manager

BANK FIRST•Beloit, WI

6d•Onsite

About The Position

The Regional Branch Operations Manager is responsible for driving operational excellence, consistent execution, and exceptional customer service across assigned branches. This role provides strategic leadership, coaching, and oversight to Guest Experience Managers, ensuring alignment with bank-wide objectives and regulatory standards. The role combines advanced financial acumen, people development, operational oversight, and process optimization to maximize performance, mitigate risk, and enhance the customer experience.

Requirements

Minimum of 5 years of Teller and CSR (Customer Service Representative) Roles.
Minimum of 3 years in a branch supervisory role such as Branch Manager, Teller Supervisor, or similar role.
Demonstrated leadership and/or supervisory experience in a banking environment.
Strong knowledge of bank products, services, and regulatory compliance.
Proven experience in project management and process improvement.
Sales and/or sales training experience required; training delivery experience preferred.
Excellent written, oral, and presentation communication skills.
Strong time management, analytical thinking, and organizational skills.
Willingness and ability to travel regularly within the bank’s branch footprint.

Nice To Haves

Preferred prior experience managing multiple branch locations.

Responsibilities

Ensure branches operate consistently and efficiently, maintaining high customer service standards aligned with the G.U.E.S.T. Experience.
Monitor and analyze core branch metrics (Missed Calls, NPS, Exceptions, Audit Outcomes, Transactions per FTE), identifying trends and improvement areas.
Assist where needed with internal branch audits and back tests; work with VP of Branch Operations to resolve audit findings and implement best practices.
Mitigate deposit fraud risk by actively participating in the fraud squad and supporting fraud detection and prevention initiatives.
Maintain complete knowledge of all branch systems, procedures, and applications to be the frontline operations expert.
Participate in updating and maintain training manuals and operational reference materials.
Lead monthly reporting and analysis, including teller transaction data, staffing metrics, and exception trends.
Set a high standard of leadership, ethics, and professionalism; lead by example and foster a culture aligned with Bank First’s values.
Provide coaching and development plans for Guest Experience Managers; conduct monthly performance feedback meetings.
Promote accountability and continuous improvement across all branch roles through structured coaching and regular observations.
Coordinate and deliver effective one-on-one training and group sessions; serve as a lead presenter at Branch Leadership meetings.
Act as the Teller and Branch Operations Advocate—champion best practices and staff engagement at every level.
Identify operational gaps or inconsistencies and collaborate with the training department to develop tailored training resources.
Lead or contribute to Branch Leadership Training meetings, utilizing branch observations to inform agenda and delivery.
Maintain strong collaboration with market leaders, HR, compliance, and other internal stakeholders to align branch goals and resources.
Serve as a subject matter expert in bank products, services, and frontline operations; deliver effective and engaging presentations to internal teams.
Analyze financial and operational data to drive strategic decisions that positively impact key metrics like Return on Assets (ROA), EPS, and Assets per FTE.
Monitor risk and compliance adherence across the branch network; address potential risks proactively and work with the VP Branch Operations to implement mitigation plans.
Promote process improvement and technology adoption to streamline operations and enhance the customer experience.
Develop and lead implementation of resource allocation strategies, staffing models, and scheduling plans in partnership with VP Branch Operations and HR.