What are the responsibilities and job description for the Retail Support Center Manager position at Comerica Bank?
Retail Support Center Manager
The Retail Support Center (RSC) Manager is responsible for contributing to the overall success of the RSC. They manage a team of individuals that provide support to the banking centers with procedural and technology assistance as well as performing select centralized duties. This position coaches their team to ensure they are ready to assist banking center colleagues. The RSC Manager should assist the team with issues and escalate systemic issues and outages to appropriate parties. They will also participate in projects to improve operational efficiency and manage risk in the RSC and banking centers.
Position Responsibilities
Talent Management
- Develop and manage a high-performing team.
- Monitor performance and quality of service provided by RSC staff.
- Lead, manage and coach team to effectively support the banking centers.
- Manage onboarding and ongoing training and development of new and existing colleagues to ensure they have the knowledge and skills to execute on team processes and banking center needs.
- Directly manage the Human Resources processes for employees, including selection, training, scheduling, performance management, disciplinary actions, individual career development and retention.
Banking Center Support
- Ensure agents have necessary skills and knowledge to effectively support the banking centers.
- Interact with banking centers and internal operating departments involving all facets of operations, procedures, policies and related technology.
- Assist team and take calls/ provide operational support.
- Assist with resolution of routine and complex banking center requests.
- Stays current and seeks to learn about new products, procedures and technology and ensures team is ready to support.
- Ensure appropriate staffing to optimize banking center phone support.
Risk Management
- Ensure department policies and procedures are properly documented and adhered to.
- Recommend updates when necessary to manage risk and provide efficiencies.
- Accountable for the team compliance with applicable federal, state and local laws and regulations as well as Comerica policies and procedures.
- Ensure individual and team completion of required compliance training.
- Review and approve transactions within authority.
Process Improvement
- Identify and escalate common banking center pain points with supporting data and recommendations targeted to root cause which provide efficiencies while managing risk/ reward.
- Recommend and implement RSC internal process enhancements to provide efficiencies and manage appropriate risk/ reward.
- Participate in projects and initiatives as a subject matter expert for the RSC and banking centers and ensure team members are ready to support launch.
Position Qualifications:
- Bachelor's Degree or 4 years of Call Center experience
- 5 years banking experience to include managing banking center/ department operations functions
- 2 years utilizing Microsoft Office products including Word, Excel, PowerPoint and SharePoint
- 2 years excellent communication skills; written and verbal
8:30am - 5:30pm Monday - Friday
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