Branch Operation Manager

POSITION SUMMARY:   

Primary Function of this role the supervision of branch staff to ensure the branch exceeds customer expectations in terms of speed, efficiency, courtesy and professionalism. This includes the review of all new account opening documentation to ensure compliance with the bank’s policies and procedures as well as government regulations. In addition the role will assist in the improvement of branch operations efficiency while developing, managing, and expanding customer relationships, selling the full range of consumer & commercial products to clients & providing service levels that exceed customer’s expectations. Finally coordinate with Branch Managers to respond to and manage all audit related issues and supervise the branch operation team activities to ensure compliance with the Bank’s policies and procedures and governing laws and regulations.

ESSENTIAL FUNCTIONS:

Branch Banking Operations (60%)

• Manage and supervise the branch’s operations activities ensuring compliance with the bank’s policies and procedures and government regulations.
• Ensure branch receives a satisfactory rating on internal audits.
• Supervise branch daily activities and staff to ensure operating losses are minimized. 
• Attend required monthly/quarterly operations meeting with Retail Support Department and inform Branch Manager and branch employees of the up-to-date policies, procedures, and system applications.   
• Assist Branch Manager in allocating manpower and other resources, and to analyze activities of the branch to develop optimum efficiency and productivity in the operation processes and customer service.
• Support Branch Manager to maintain operating, personnel, and other expense within budget.
• Provide recommendations for improvement of branch operations.
• Ensure that the branch premises are secure and branch assets are protected.
• Ensure branch appearance is maintained in accordance with Bank standards.
• Ensure all branch staff successfully complete all mandatory training assigned in a timely manner. 
• Coach the branch staff on operating procedures, customer service, technical and product knowledge

Customer Service Management (40%)

• Supervise branch staff to ensure the branch exceeds customer expectations in terms of accuracy, efficiency, courtesy and professionalism.
• Ensure that customer problems and complaints are managed professionally and effectively, responded to in a timely manner and maintained at a minimum level.

OTHER RESPONSIBILITIES: 

• Perform related duties, as required, for the training and development purpose.
• Perform all assigned duties under Bank’s compliance programs and related laws & regulations.
• Successfully complete all mandatory training on related Bank’s and BSA compliance as well as other laws and regulations as assigned and in a timely manner. 

Education, Experience and Skills Required:

• 5 years of customer services experience in the branch banking industry or related environment, which including 3 years of branch operations experience is preferable. 
• Thorough knowledge of Branch Banking-related information technology.
• Thorough knowledge of banking regulations and procedures.
• Knowledge of financial reports, branch banking operations, branch efficiency and productivity, audit procedures, and Bank’s laws and regulations in operation areas.
• Basic PC skills and Microsoft Word and Excel competency.
• Bachelor’s degree in business or related field is required.
• Fluent in English and Chinese (mandarin preferred) is a major plus

PHYSICAL DEMANDS: 

• Minimum mobility to work in an office setting; sit for prolonged period of times; operate office equipment including use of a computer keyboard; and reach with hands and arms. Employees are occasionally required to walk and stand and lift and move records and documents weighing 30 pounds or less

COMMUNICATION DEMANDS:

• Attention to detail, strong organizational, communication, interpersonal, self-motivated, and analytical skills, ability to interact with all levels of management and staff.

WORK ENVIRONMENT:

• Standard office environment. Noise level in work environment is usually average. Hear in the normal audio range with or without correction. Specific vision abilities required by this job include close vision and the ability to adjust focus. Occasional off site client meetings and site visits.

Compensation

The base pay range for this position is USD $65,000 - USD $75,000 annual salary plus full benefits. Exact offer will be determined based on job-related knowledge, skills, experience, and location.