Retail Operations Director

Ameris Bank is a purpose-driven company, dedicated to bringing financial peace of mind to communities, one person at a time. Whether a customer wants to grow their business, buy a home, or feel confident in their retirement plan, they have a partner in Ameris Bank. We serve customers in our locations across the Southeast, Mid-Atlantic and nationwide through our extensive digital offerings and mobile app.

Delivering financial peace of mind starts with a team that values integrity and rewards ingenuity. At Ameris, you'll find teammates who are inclusive, collaborative problem-solvers who go the extra mile to support one another and to meet every customer's needs. When teammates are empowered and bring their diverse perspectives to the table, we create the best possible outcomes for our customers. At Ameris, we know that a growth mindset is key for high performance and fosters an environment that prioritizes continuous improvement. Teammates have access to Employee Resource Groups that serve as advocates and purpose and how you can bring it to life as an Ameris Bank teammate.

Job Summary

The Retail Operations Director provides enterprise leadership for retail branch operations and the retail administration function. This role is responsible for ensuring operational integrity, internal control excellence, and efficient, scalable processes across the retail network. The Retail Operations Director develops and executes strategies to strengthen risk management, streamline branch operations, enhance internal customer experience, and support Ameris Bank's mission, purpose, and overall retail performance goals. The desire should be for this position and team to do what they can to support our branches in providing phenomenal customer service at every touch point to our customers and supporting the branches in meeting the growth expectations of the company. Performs other projects and duties as assigned.

Essential Functions, Duties and Responsibilities

• Lead the Retail Administration team that provides branch support regarding operational procedures, products, systems, and policy interpretation.
• Ensure exceptional internal customer service to all retail employees and business partners.
• Develop and coach both direct and indirect team members through goal setting, performance management, and talent development strategies.
• Foster a collaborative, high performance culture across all areas of Retail Operations.
• Serve as a subject matter expert in retail operations, operational risk, and control adherence.
• Conduct ongoing review of retail operational policies and procedures; revise to ensure clarity, efficiency, risk mitigation, and regulatory alignment.
• Lead the internal Branch Operations Review program and ensure sustainable remediation of findings.
• Oversee management of branch exceptions related to BSA, Compliance, Deposit Operations, Audit, and other oversight groups; develop strategies to minimize exceptions.
• Monitor branch operations for security, customer relations, regulatory compliance, and overall operational soundness.
• Develop enterprise retail operations strategies that support efficiency, scalability, and strong customer and employee experience.
• Partner with Retail Banking leadership to align operational enhancements with sales, service, staffing, and performance initiatives.
• Lead cross functional retail projects and enterprise initiatives affecting branch operations and retail support functions.
• Drive process improvements to enhance branch efficiency, reduce risk, and optimize workloads across the retail network.
• Oversee and monitor expense related general ledgers tied to losses, outages and refunds.
• Define, measure, and report on key Retail Operations KPIs such as:
  • Operational loss rate
  • Audit/exam findings
  • Exception aging and closure
  • Branch operational readiness
  • Service levels for internal support
• Use data and analytics to identify trends, risk exposures, or operational opportunities throughout the network.
• Maintain and update the Retail section of the Business Recovery Plan, including disaster recovery and preparedness activities.
• Ensure retail teams and branches are equipped to operate effectively during disruptions.
• Collaborate closely with business partners across Retail Banking, Compliance, BSA/AML, Audit, Technology, Deposit Operations, and other key stakeholders.
• Communicate policy updates, procedural changes, and risk expectations clearly and effectively across the retail network.

Required Knowledge, Skills and Competencies

• Strong knowledge of bank compliance and operational risk.
• Excellent verbal and written communication skills.
• Strong project management skills.
• Strong analytical and data-driven decision-making ability.
• Intermediate to advanced PC and Microsoft Office Suite product proficiency.
• Strong negotiation skills and ability to work with partners from an entry level to executive level.
• Strong presentation and training skills.

Industry and Work Experience

• 10+ years retail banking operations experience required.
• 5+ years leadership experience required.

Academic

• Bachelor's degree in finance or related field required.
• Master's degree in finance or related field preferred.

Benefits Available to Employees:

Ameris Bank provides a comprehensive employee benefit package to all eligible employees.

• Medical, Dental and Vision Insurance

• Ameris Bank absorbs a major portion of the cost of healthcare. You become eligible for coverage on the first of the month following 30 days of employment

• Life Insurance provided at no additional cost to employees

• Accidental Death & Dismemberment Coverage

• Long-Term Disability Coverage

• Paid Sick and Vacation Leave

• 11 Holidays

• Volunteer/Service Day

• Employee Stock Purchase Plan

• 401(k) Retirement Plan

• Ameris Bank matches 50% of your first 8% of contributions to the plan

• Flexible Spending Accounts

• Health Savings Account

• Health Reimbursement Arrangement

• Supplemental Life & Other Insurance Plans

• Identity Theft Protection

• Pet Insurance

• Legal Insurance

• Employee Assistance Program

• Employee Advocacy Program

• Tickets at Work (Entertainment discounts for Ameris Bank Employees)

• AT&T Employee Discount

• Wellness Discounts for Medical Premiums and Other Rewards

• Employee Referral Incentive

• Education Assistance

• Employee Resource Groups

Banking Advantages for Employees:

In addition to a wide array of benefits, Ameris Bank employees are also eligible for special bank services.

• Free Interest Checking

• Free Safe Deposit Box

• Free Money Orders, Travelers' Checks and Cashier Checks

• Discount on Mortgage Origination Fee

• Free Online Banking and Free Unlimited Online Bill Payment

• Employee Banking Perks

Disclaimer:

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicantss of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.