Retail Operations Manager

United Bank Alabama and Florida•Atmore, AL

10d•Onsite

About The Position

The Retail Operations Manager is responsible for daily branch operations and service delivery, including supervising teller staff, managing cash operations, monitoring transactions, supporting sales initiatives, and ensuring compliance with banking regulations, internal policies, and security protocols. The role supports an exceptional customer experience and operational excellence while fostering a positive team environment. It also includes hiring, performance reviews, coaching, counseling, and employee training to enhance productivity and customer engagement. The manager works collaboratively with the Branch Manager to meet branch sales and service goals and may assist with Branch Manager responsibilities in their absence. The role may also involve account opening or maintenance and teller duties as needed.

Requirements

At least 2 years of teller or cash operations experience and at least 1 year of managerial experience, or at least 3 years of prior banking or related operational experience.
High school diploma or equivalent.
Ability to make sound banking decisions and demonstrate critical thinking and reasoning ability.
Excellent time management and ability to multitask efficiently and effectively with attention to detail.
Ability to identify customer needs through service opportunities.
Proficiency with Microsoft Office, including Outlook, Excel, Word, and PowerPoint.
Ability to communicate in person, by phone, and through electronic channels.
Excellent communication skills, customer focus, and relationship-building abilities.
Detail-oriented approach to processing transactions accurately and efficiently.
Ability to manage time and competing priorities in a fast-paced environment.
Strong interpersonal skills and ability to interact with all levels of an organization.
Collaborative professional approach to meeting objectives.
High motivation and ability to meet individual and team goals while maintaining individual performance over the long term.
Adaptability and flexibility.
Ability to work in a fast-paced environment and meet deadlines.
Ability to operate related equipment needed to perform essential job functions.
Ability to read and interpret documents as needed to perform essential job functions.

Nice To Haves

Associate or bachelor’s degree in business or finance.
At least 2 years of managerial experience in a banking environment.
NMLS (Nationwide Multistate Licensing System) registration.

Responsibilities

Manage branch operations, including teller transactions, account services, and cash handling.
Ensure compliance with banking regulations, internal policies, and security protocols.
Support staff development through training, coaching, and performance management.
Monitor and improve branch efficiency, proactively addressing operational challenges.
Collaborate with the Branch Manager to achieve branch sales and service goals.
Assist with Branch Manager responsibilities in their absence, as needed.
Handle escalated customer inquiries and provide effective resolutions.
Conduct audits, reconcile accounts, and manage cash inventory.
Promote customer service excellence and teamwork.
Provide a consistent, quality customer service experience, including handling customers’ transactional needs.
Follow bank policies, processes, procedures, internal audit requirements, and applicable laws and regulations.
Perform account opening or account maintenance duties as needed.
Perform teller duties as needed.
Supervise teller staff, provide guidance and oversight, and coordinate and evaluate the assigned team.
Carry out supervisory responsibilities, which may include interviewing, hiring, and training employees; planning, assigning, and directing work; performance management; employee compensation; approving expense reports; and addressing concerns and resolving problems.
Perform additional duties as assigned by management.