Retail Operations Manager

BayPort Credit Union•Newport News, VA

About The Position

The primary purpose of this position is to simplify processes and workflows while ensuring operational excellence to the Retail Banking team. This includes, but is not limited to content management, data analytics, project management, testing new product and software implementation, as well as, partnering with support departments to create a unified work environment; acting as primary point of contact for operational activities, and performing other duties as requested.

Requirements

Education equivalent to a bachelor’s degree from an accredited college or university; or equivalent work experience.
8-10 years of experience in retail operations management, preferably within the financial services or credit union industry.
Thorough understanding of financial institutions, credit union practices, policies, procedures, and regulations.
Understanding of service culture with proven relationship building success.
Thorough knowledge of the Company’s products, history, and organizational objectives.
Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
Demonstrated leadership qualities.
Strong verbal and written communication skills, to include the ability to clearly communicate job expectations and performance feedback.
Ability to coach, motivate and develop others.
Strong member service skills.
Proficiency in Salesforce and company on-boarding process.
Ability to effectively promote a Sales & Service culture through contest partnering with vendors and bringing fresh ideas.
High level of emotional intelligence and professional demeanor.

Responsibilities

Develop, update, and maintain policy, procedures, and work instructions for Retail Operations (Branch, Contact Center, and Digital Branch).
Manage member experience and share related complaints submitted to NCUA, State Bureau of Financial Institutions and Better Business Bureau.
Provide weekly and monthly reporting for Retail Banking Team, Digital Branch and Contact Center to include, but not limited to performance data and metrics; incentive reports, member surveys; and workforce management.
Partner with support departments to ensure operational excellence for the day-to-day operations of Branches, Digital Branch, Contact Center and Relief Specialist.
Partner with Compliance, Fraud & Audit to ensure operational integrity of branch operations, audits and policies and procedures.
Administer customer relationship management tool and related reports.
Work with vendors and BayPort team on efficiency initiative to include all departments in gathering critical data to drive continued success.
Assist in the management of Vendor Relationships relating to Branch and Contact Center to include coin machines, branch cash deliveries, and the after-hours contact center.
Support the community involvement initiative of the credit union by volunteering a minimum of sixteen (16) hours annually, to credit union sponsored/approved charities or organizations.
Perform other duties as assigned.