Retail Operations Manager

Equity Bank•Hays, KS

2d•Onsite

About The Position

The Retail Operations Manager supports retail bank employees and management with operational, product, compliance, and systems issues; develops and updates retail procedures and intranet resources; and works with support departments and frontline associates to resolve issues and improve processes. The role oversees retail operational audits and safe deposit box audits across bank locations, supports the operational rollout of new products and services, and leads assigned projects. It also participates in retail aspects of mergers and acquisitions, including evaluating acquired banks’ retail operations, guiding onboarding and training, and directing retail functions during conversion processes. The manager tracks retail location and individual performance metrics, prepares reports for regional leadership, and verifies retail incentive payouts. The position is based on-site in Hays, Kansas, and regularly works in an office setting using computers and electronic media.

Requirements

Five years of bank retail operations experience in a multi-branch setting.
Experience developing retail processes and procedures.
Excellent interpersonal skills and a professional demeanor.
Computer skills, especially the ability to work in Windows-based systems.
A bachelor’s degree is preferred; an equivalent combination of education and experience may be substituted.

Nice To Haves

Bachelor’s degree.

Responsibilities

Provide daily operational, product, compliance, and systems support to retail bank employees and management by telephone or in person.
Develop and update retail operating procedures and intranet resources.
Partner with support departments and frontline retail associates to identify issues and needs.
Help retail employees and management research and resolve operational issues.
Identify ways to streamline processes and remove obstacles for frontline teams.
Oversee bank retail operational audits, including working with retail staff on onsite branch audits, documenting audit results, and completing monetary instrument audits as part of onsite branch audits.
Oversee safe deposit box audits across all bank locations, covering past-due boxes, drill and escheatment, right-of-offset entries, and waivers and discounts.
Support operations and procedure development for launches of new bank products and services.
Lead and complete assigned operational projects.
Participate in teams related to retail aspects of mergers and acquisitions, including evaluation and reporting on acquired institutions’ retail operations, sales, and systems.
Work with training teams to guide onboarding and training of newly acquired employees related to acquisitions.
Serve on conversion teams and direct retail functions during conversions of newly acquired banks.
Track retail location and individual performance metrics.
Work with accounting to provide regional leadership teams, including RRMs, with retail incentive tracking reports.
Verify retail incentive payouts with RRMs and submit final reports for required executive approval.