Retail Operations Leader

Hancock Whitney Bank•Plano, TX

About The Position

The Retail Operations Leader coaches, directs, and motivates front line team for a geographical area within region to achieve agreed upon operational, service, and sales targets.

Requirements

Bachelor’s Degree desired – equivalent experience is acceptable.
Minimum 8-10 years Branch/Retail experience required.
Minimum of 5 years of sales experience in Retail/Branch Banking with a minimum 5 years managing teams
Banking office operations and functions.
Planning, administration and overall direction of staff
Ability to travel if required to perform the essential job functions
Ability to work under stress and meet deadlines
Ability to operate related equipment to perform the essential job functions
Ability to lift/move/carry approximately 30 pounds if required to perform the essential job functions.

Responsibilities

Organize, develop, train, and coach front-line team to ensure they are motivated and trained to meet all operations, service, and sales targets
Monitor CSP results and comments to ensure a consistent superior customer service experience
Ensure operational cohesiveness & the existence of adequate controls; work closely with Retail Services on Risk Management deficiencies
Administer Retail FTE management within market; work closely with direct reports on staffing requirements, schedule creation & adherence, mix alignment, and FTE requisitions
Accountable for maintaining corporate standards for regulatory compliance to include completion of compliance CBTs throughout market
Administers market Business Continuity Planning and Recovery initiatives including key branch location identification and all facets of pre and post-disaster planning
Monitor performance weekly using the sales management process as outlined by Retail LOB. Hold team accountable for execution of the sales referral processes as outlined by the Retail LOB to ensure objectives are achieved on a monthly and quarterly basis.
Sales Management activities include but not limited to: Weekly Sales & Service Calls Weekly recognition and best practice sharing in sales, service, and operations Inspection of Morning Huddles Participation in weekly Sales & Service meetings at branches within market
Observe and model coaching/feedback sessions with direct reports
Model leadership effectiveness by sharing best practices and recognition of team members on a weekly basis. Hold and document monthly coaching performance discussions with each direct report
Participate in local community events to foster brand awareness and service to our markets in which we operate
Adhere to quarterly/annual expense budget line items such as FTE, salary dollars, controllable losses and other controllable expense line items as outlined by Retail LOB
Reinforce our vision, mission, and strategy through words and actions to support Hancock Holding Company’s business goals
Hold self and team accountable for demonstrating high ethical standards and acting in accordance with Hancock Holding Company’s core values
Other duties and special projects as assigned by Senior Management
Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.
Manages employees in the Retail Department; is responsible for the overall direction, coordination and evaluation of this unit.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws; Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.