Community Banking Operations Manager

Increase return on equity by reducing operational risk and losses while increasing retention, expansion and attraction through the creation, assessment and revision of controls, service standards and operational efficiencies.

Evaluate, establish, enhance, and educate service and operational performance for designated branches.
• Ensure consistency of service and operational standards

Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.

Minority/Female/Disabled/Veteran

• Review and assist in setting the service and operational goals for the branch staff. Recommend promotions, disciplinary actions, and/or salary adjustments.
• Hires and manages the Floating Staff including floating tellers and universals. Typically, a staff of 6 or 7 total. Also, manages up to 10 floating tellers seasonally to fill temporary openings during the summer and holidays. Communicates with the floaters and other managers to monitor performance and provides staffing bench strength with the pool of floaters.
• Ensure adherence to the policies and procedures for branch employees.
• Act as a liaison between Community Banking and other Support Services on behalf of the Branches regarding recommendations and implementations of new ideas/improvements.
• Assist the Sr. Community Banking Operations Manager with special projects designed to develop new technologies, products, services, or alternative methods of enhancing the use of Firstrust assets.
• Manage Branch compliance with teller settlement standards, fraud, budgets, quality service standards and audit issues.
• Keep abreast of regulations and technological developments that impact Branches. Make recommendations for changes and implement new procedures.
• Develop a proactive operations/security culture while maintaining the highest sales/service environment in the Branches. Coordinate with personnel of assigned branches to ensure all parties are working together to accomplish their common goals. Mediate when necessary.
• Ensure effective training of all branch personnel regarding operational mechanics, services offered, customer relations and salesmanship.
• Counsel any employee regarding the Bank, its policies and practices and career development opportunities for the individual employee. Bring matters requiring attention to the appropriate Manager involved.
• Make the Sr. Community Banking Operations immediately aware of any circumstances or situations that could potentially have significant effects on personnel, customers, the assets of, or the reputation of the bank.
• Maintain a very high degree of awareness of all other Community Banking Department activities. Provide the Community Banking staff with support whenever possible.
• Conduct on-site investigations and observations of branch operations to ensure effective, prompt, and courteous service.
• Oversee the operations of customer services, lobby services and loan origination services in each branch. Assure proper staffing levels and take steps to shift manpower as required.
• Ensure that daily reports from the branches are submitted on a timely basis. Prepare periodic reports for the VP, Sr. Community Banking Operations Manager depicting the review of objectives, quotas attained or not attained, evaluation of branch operating results and comparison of current results with prior periods.
• Ensure effective orientation training of new employees.
• Assist the Sr. Community Banking Operations Manager in updating and reviewing bank policies and procedures based on regulatory changes, internal audits and examinations by regulatory agencies.
• Assist in preparing for regulatory examinations and assure an adequate corrective action process.
• Manage and ultimately responsible for Branch audits, compliance, fraud, budgets, quality service standards and audit issues of branches.
• Provide approvals for authority exceptions and cases entered in Salesforce or escalated beyond a Branch Manager.
• Assists branches with operational issues and authority exceptions escalated beyond a Branch Manager, outside of normal business hours and weekends.
• Interaction with all branches and appropriate Support Services departments (in the absence of or in support of Sr. Branch Operations Manager) to:
  • Maintain, update and introduce service and operational procedures for all branches
  • Maintain a thorough operations manual
• Daily interaction with all branches and appropriate Support Services departments to:
  • • Ensure compliance with service and operational standards
    • Evaluate and revise controls
    • Implement new controls
    • Manage short-term and long-term staffing levels
    • Assess and improve branch appearance
    • Improve customer attrition and retention rates
    • Improve operational efficiencies (centralize when possible)
    • Create and communicate Service Standards
    • Actively participate in various committees
    • Master assigned system
• Perform other duties as required and/or directed by the VP - Sr. Community Banking Operations Manager.

• While performing the essential functions of this position, the Community Banking Operations Manager is regularly required to drive a motor vehicle to travel to branch locations and events. The employee must be able to lift up to 20 lbs. of materials to be moved to branches and events.
• Must have the ability to function in a financial institution/branch environment and utilize standard office equipment.
• Prolonged periods sitting at a desk and working on a computer

• The Community Banking Operations Manager must have strong listening and verbal communication skills for extensive telephone work and person-to-person interaction. The position requires excellent interpersonal, analytical, and problem-solving skills. The employee needs to communicate and exchange information with all levels of management, clients, and outside vendors. The employee must apply and estimate analytical data for trends and reporting purposes.
• Bachelor's Degree or equivalent experience
• Must be knowledgeable of Bank policies and procedures.
• Advanced application of Salesforce, and Microsoft Office i.e. Word, Power Point & Excel.