Position Summary

The Retail Operations and Training Manager supports, inspects, and coaches and educates retail branch employees regarding the following topics; risks, controls, standard branch procedures and consistent operations with the branch network. Responsible for measuring and monitoring the retail branch networks adherence to operations and providing guidance on policies, procedures and best practices. Identifies areas of risk and implements solutions. Provides branch operational support to ensure audits are passed successfully. This position will take the lead on developing and facilitating learning solutions that address assigned line of business (LOB) or staff performance needs.

Essential Functions

• Develops, implements, maintains and conducts Retail training.
• Researches training methods and systems and determines feasibility of use.
• Seeks feedback from trainees to incorporate into continuously improving the training program.
• Actively participates in new system/product train-the-trainer sessions to learn and apply to developing and implementing training to appropriate employees.

Training & Facilitation

• Develops, implements and maintains an onboarding and orientation program that will increase employee knowledge, increase productivity and decrease turnover.
• Develops, maintains and facilitates supplemental or continued learning training for staff in partnership with the VP, Retail Banking and Deposit Operations.
• Develops and maintains operational training material.
• Develops, maintains and facilitates retail employee mentor training program.
• Develops, maintains, and implements annual certification process for retail mentors in partnership with Human Resources, Retail Banking and Deposit Operations.
• Develops curricula that supports the overall organizational learning strategy, embraces the corporate culture, is engaging to the learner, and meets the Retail line of business expectations.
• Identifies gaps in knowledge, skills and/or abilities of employees and ensures open line of communication by proactively providing clear and consistent feedback to the employee's manager following training engagements.

Operations

• Inspects Branches and Deposit Operations to ensure that policies and operational procedures are consistently applied across all the organization.
• Performs independent assessments and audits of all branches, and Deposit Operations department to ensure operational excellence.
• Assists branches with complex operational and service issues.
• Identifies customer service issues or challenges and partners with branch staff to create and implement solutions.
• Creates and executes branch audit schedule.
• Ensures timely communication of scorecard results and post-audit summaries.
• Serves as a liaison to VP, Retail Banking and Deposit Operations and other line of business partners and Senior management as it pertains to branch operations activities and procedures.

Risk Management

• Promotes process and procedural consistency and adherence to corporate standards.
• Responsible for all Retail procedures. Updating procedures as needed, implements annual procedure review process, updates and publishes new or updated procedures, and communicates changes to as appropriate to the branch network.
• Through observation, ensures that branches and Deposit Operations are operating effectively, properly using systems and following policies and procedures in order to maintain a compliant and risk-averse culture.
• Partners with Branch Managers, Deposit Operations Manager, and other key stakeholders as appropriate to investigate significant financial loss scenarios.
• Partners with various departments to identify and/or resolve operational or customer service concerns

Other Functions

• Collaborates with HR on Career Development Plans for Retail team members.
• Oversight and management of the Virtual Branch
• Familiar with and abides by all bank regulations including but not limited to BSA/AML and OFAC
• Adheres to and enforces all established policies and procedures.

Working Conditions of the Job

• Ability to travel within market areas to conduct training and audits.
• Stationed at desk 40% or more of working time.
• No specific hazards.

Job Qualifications

• Ability to work independently.
• Patience to guide and nurture others.
• Strong systems/applications knowledge for working within the Retail Banking system platforms (Jack Henry Synergy, Jack Henry 20/20 systems) and creating effective training materials within MS Office systems such as Word, PowerPoint, etc.
• Excellent interpersonal skills including listening, verbal and written communication between co-workers and customers.
• Knowledge of applicable industry compliance and Bank policies.
• Ability to maintain confidential information.
• Effectively communicates with internal and external contacts.
• Ability to work harmoniously and collaboratively with all other departments in a manner that positively grows interdepartmental relationships.
• In-depth working knowledge of all products, services, systems and procedures.

• Ability to work independently in a fast-paced environment with tight deadlines while keeping key stakeholders informed on key performance metrics.

Education & Work Experience

• Bachelor's degree in Business, Accounting, Finance or related field preferred.
• 5-7 years similar banking and leadership experience required.
• Certification: Association for Talent Development Certification, or similar certification, preferred; or ability to become certified within 6 months.

EEO Statement

Union Bank provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are treated fairly during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

This job description does not list all of the duties of the job. Other duties and responsibilities may be assigned. This job description may be revised at any time. This job description is not a contract for employment and either the employee or the employer may terminate employment at any time, for any reason or no reason.

Salary : $0