Retail Bank Operations

Corporate Title:        AVP   
FLSA:                        Exempt                      
Department:             Branch Operations & Support (BOS)               
Reports to:               SVP Operations

Position Summary: Primary responsibility is to manage the operational effectiveness of the  BOS  team that provides back office support for the Retail Bank. 

Essential Duties and Responsibilities:
 

• Provide leadership, coaching, and process improvements initiatives necessary to improve the operational efficiency of the back office operational functions.
• Advise, coach and develop service and operations team personnel to improve service quality and operational efficiency.
• Conduct and document recurring internal training sessions to keep staff current with applicable policies & procedures.
• Implement structure and processes that ensure delivery of the bank’s service standards by automating, centralizing, eliminating and streamlining processes and procedures.
• Implement internal procedures and controls to ensure that all assigned General Ledger accounts are reconciled daily.
• Improve operational controls, mitigate losses and ensure adherence to compliance policy and procedures.
• Draft and maintain internal operating procedures for all BOS Department functions.
• Work closely with Retail Banking and Auditing to develop a control strategy for the back office operations in conjunction with the branches.
• Improve and implement self-assessments to ensure satisfactory audit results.
• Monitor quality and timeliness of resolving operational issues to improve customer service levels in branches.
• Assist in the development and implementation of new retail banking products and services.
• Keep abreast of technical and legal developments related to branch operations and services.
• Create, document and track Key Performance Indicators (KPI) to manage staff efficiency & provide pertinent updates to Senior Management.

• Experience in check processing, settlement and FRB adjustments.
• Experience in ACH, ATM & Debit Card processing, settlement and fraud mitigation.
• Experience in general ledger proof and reconcilement.
• Strong problem solving and organizational skills.
• Excellent verbal and written communication skills.
• Proven ability to analyze and improve processes and evidence of accomplishments in operational controls.
• Results oriented and able to handle multiple priorities.
• 5+ yrs. in Retail Bank back office operations and compliance, with 3+ yrs. Management experience.
• B.A. / B.S. preferred.
• Knowledge of Microsoft Excel, Word and Outlook.