Operations Manager

Position Summary

The operations manager ensures the branch operates efficiently by adhering to the banks policies and procedures and by passing all audits. They contribute to the profitable growth of a branch by managing the sales, service, and day-to-day operations of team members. The incumbent ensures staffing levels are adequate, customers are satisfied with products and service, the staff's work is performed in compliance with bank standards, policies, and procedures.

Essential Functions

• Create long-term customer relationships through friendly conversation, active listening, ascertaining customer needs, and recommending and selling products and services.
• Develop a team of high-performing sales and service members by participating in the hiring, coaching, and performance management processes.
• Manage the work of the branch staff, assign specific duties, and ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
• Perform daily branch operation activities including overdraft decisioning, account maintenance, wire transfers, branch opening and closing, and cash management.
• Meet customers' needs by conducting accurate needs assessments, providing information on products and services, informing customers on how to conduct their banking business and delivering customer service that meets established quality standards.
• Open new accounts ensuring all documentation obtained and is accurate.
• Travel required for meetings, community involvement and events, site visits and business development visits.
• Meet branch goals in product sales and customer service levels.
• Resolve customer issues in a timely and efficient manner.
• Comply with established policies and procedures.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Schedule branch staff for adequate coverage.

• Perform monthly audits and due diligence; ensure the timely completion of the monthly report package.
• Facilitate and/or participate in regularly scheduled meetings including regional management meetings, sales meetings, branch huddles, and operation meetings, keeping staff informed of sales, product, operations, compliance, policy, procedure, and regulatory changes and updates.
• Manage branch budget by controlling overtime, expenses and avoiding losses.
• Identify the development needs of staff members; provide coaching and training to help staff members improve their knowledge, skills, and job proficiency.
• Evaluate staff members' job performance, including personal, interpersonal, and technical knowledge, skills, abilities, on a regular basis as determined by company procedures, and recommend appropriate actions.
• Discuss job performance problems with staff members to identify causes and issues and to work on resolving problems.
• Communicate with people outside the organization on a regular basis including customers, and the general public.
• Maintain technical and professional knowledge by attending educational workshops and training, reviewing professional publications and books, establishing personal networks, participating in professional associations, and staying informed of any legal, policy and procedural changes relating to retail banking, sales, and customer service.
• Attend networking events, Community Organizations meetings / events, Bank Days to promote the bank.
• Travel required for meetings, community involvement and events, site visits, branch coverage and business development visits.

Additional Functions

• Perform cash handling and other personal banker functions as necessary.

Job Requirements and Qualifications

• Job requires strict attention to details and thoroughness in the completion of job duties.
• Job requires developing constructive and cooperative relationships with others.
• Job requires monitoring and assessing the performance of you, others, and the organization to make improvements or take corrective action.
• Job requires honesty, integrity, and ethical behavior.
• Job requires a willingness to take on responsibility and challenges.

Education and Experience

• High school diploma or equivalent.
• Prior management experience.
• Prior experience in a sales and customer service position.

Licenses and Certifications

N/A

Knowledge, Skills, and Abilities

• Knowledge of principles and practices to ascertain and assess customer needs, meet quality standards of customer service, and evaluate customer satisfaction.
• Strong knowledge of banking principles and practices.
• Strong knowledge of selling practices and activities.
• Excellent oral and written communication skills.
• Excellent computer skills in a Microsoft Windows environment including proficiency in Word and Excel.
• Ability to understand new information and apply it to current and future job functions, problem solving, and decision making.
• Ability to collaborate and relate well to all kinds of people, build appropriate rapport and constructive, effective relationships, and use tact and diplomacy to handle situations comfortably.
• Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra.
• Ability to read, analyze, and interpret legal documents, governmental regulations, and professional publications.
• Ability to effectively present information and respond to inquiries from senior management, peers, staff members, and the general public.
• Ability to write reports and business correspondence.
• Ability to speak and write clearly in order to effectively convey information so that others understand and as appropriate for the needs of the audience.
• Ability to apply common sense understanding to carry out written and oral instructions.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to work independently with little supervision.
• Ability to provide direct supervision to subordinate staff members.

Physical Requirements

• Ability to sit or stand for long periods of time; up to 75% of work hours.
• Ability to use hands to grasp, handle or feel.
• Ability to talk, listen and see.
• Ability to lift to 20 lbs. at least 10% of work hours.
• Ability to travel occasionally for sales calls.
• Ability to read a computer screen at a close distance and type.

Working Conditions

• Moderate sound as in business office with office machines, computers, and people traffic.
• Open floor work environment.

All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or disability.

This job description is not an employment agreement or contract, implied or otherwise. Unity Bank maintains "at will" employment.

This document describes the position currently available. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with it. Unity Bank reserves the right to modify duties or job descriptions at any time. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise balance the workload.

Unity Bank is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States.

Unity Bank commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job, unless such accommodation would impose an undue hardship upon Unity Bank. A qualified employee or job applicant with a disability may request a reasonable accommodation by contacting Unity Bank's human resources department.

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