Senior Operations Manager

Fremont Bank•Fremont, CA

5d•$81,200 - $110,500

About The Position

The Senior Operations Manager oversees hiring, training, management, and supervision of branch operations and staff to ensure operational integrity, excellent customer service, staff productivity and performance, and branch security. This role typically manages a branch with greater complexity and implements bank policies, procedures, and security measures to protect customers and the Bank from losses. The manager ensures staff compliance, balances vault cash, prepares operations reports and certifications, leads cross-selling and referral activities, and assists the Branch Manager with the efficient flow of teller-line operations. The role provides routine support, guidance, and training to branch staff and promotes teamwork. The Senior Operations Manager leads and develops branch associates, coordinates staffing schedules, directly manages operations positions, and handles hiring, training, and performance management. The role performs teller transactions and cash balancing, maintains cash limits, coordinates cash shipments, completes branch certifications and audits, and supports branch opening and closing. The position requires a flexible schedule that may include weekends and hours outside normal branch operations. It also involves attending banking and management training and sharing new information with branch personnel.

Requirements

At least 4 years of retail or banking operations management experience, or equivalent, preferred.
Leadership experience and demonstrated ability to coach and develop staff to drive sales excellence, deliver high-quality customer service, and maintain operational integrity in a high-volume branch environment.
Successfully pass the Regulation CC Exam and Operational Knowledge Exam and obtain Signing Authority.
Ability to adapt and work branch hours, including some weekends and evenings.
Proven leadership abilities and prior experience in a supervisory role.
Background in customer service and sales.
Knowledge of branch operations, lending, and sales techniques.
Ability to manage conflict and provide coaching, counseling, and development.
Ability to motivate personnel in sales productivity and operational compliance.
Thorough understanding of regulatory compliance issues.
Professional verbal and written communication skills.
Experience with a Windows-based computer environment and working knowledge of Microsoft Office.
Ability to read financial statements, bank statements, and budgets.
Strong interpersonal skills, including the ability to diffuse hostile client interactions and mediate employee relations issues.
Strong time-management and organizational skills.
High school diploma, GED, or equivalent.

Nice To Haves

College degree preferred.

Responsibilities

Lead, train, and coach branch associates on service, sales, policies, and procedures.
Supervise and coordinate branch schedules to meet business needs.
Directly manage Tellers, Senior Tellers, Lead Tellers, and Operations Supervisors.
Hire, train, manage performance, and conduct annual performance appraisals for operations positions.
Provide the Six Diamond Experience in client interactions and maintain a professional, courteous manner.
Perform teller transactions and accurately balance teller drawer and vault cash; maintain organized workstations.
Maintain teller and branch cash limits and coordinate cash shipments to meet branch needs, legal requirements, and business demand.
Complete monthly branch certifications, audits, and other branch reports.
Assist the Branch Manager and other departments with duties, projects, and assignments as requested.
Possibly co-facilitate training courses with the Learning & Development Department.
Achieve individual and branch sales objectives and lead associates in cross-selling and referring new business.
Maintain a flexible schedule, including weekends and hours outside normal operating hours.
Open and close the branch and follow related processes and procedures.
Ensure operational duties are performed accurately, with attention to detail and sound cash-handling practices.
Attend training seminars on banking and bank management and communicate and teach new information to branch personnel.
Support branch security and ensure staff adherence to bank policies, procedures, and security measures.

Benefits

Medical, dental, and vision insurance.
Flexible Spending Accounts, including dependent care and Health Savings Accounts.
Employee Stock Ownership Plan (ESOP).
401(k) with employer match.
Performance-based bonuses or incentives.
Paid holidays, vacation, and sick time.
Free personal checking and savings accounts.
Home loan rate discounts.
Tuition reimbursement and professional development resources.
On-site gym and discounted health club memberships.
Employee Assistance Program (EAP).