Job Description

This position is responsible for ensuring that operational processes are in place and consistently followed to maintain the accuracy of the core deposit system. Ensures that deposit accounts opened and maintained throughout the organization comply with bank policies, procedures, and regulatory requirements with all necessary account documentation appropriately retained. Oversees day-to-day responsibilities of the Branch Operations Support staff, who perform file maintenance, new account documentation verification, signer verification, decedent affairs and power of attorney review. Acts as a liaison between branches, Regional Operations Management (ROM) team, and operations associates.

Responsibilities

• Directly manage an assigned portion of the Deposit Operations Support staff including scheduling and staffing needs. Conduct weekly one-on-one meetings, annual performance evaluations, salary reviews, and develop individual objectives and training plans for direct reports.
• Ensure accuracy and compliance in daily deposit operations tasks which include reconciling and verifying new account documentation, signer verification, decedent affairs cases, power of attorney reviews, and other branch support activities.
• Provide hands-on support and training, being fully knowledgeable in all functions performed by staff. Fill-in for team members as needed to maintain service levels.
• Review, document, and/or draft department procedures for management review and approval. Update procedures proactively in response to changes in bank policies, regulations, or system enhancements, and ensure all team members are informed and trained on new processes.
• Act as a primary liaison between branch teams, the Retail Operations Management (ROM) team and centralized operations teams. Provide guidance and support to branch associates, answer escalated operational questions and facilitate resolution of complex issues. Engage cross-functionally with IT, product management compliance and vendors as needed to resolve operational issues and implement process improvements.
• Maintain a strong control environment. Ensure all deposit account maintenance and documentation tasks comply with internal policies and regulatory requirements. Review and approve exceptions when appropriate, ensure proper authorization and documentation for audit readiness.
• Identify opportunities for process automation and efficiency gains in branch operations support. Partner with technology teams to implement Robotic Process Automation (RPA), AI-driven tools or other automation solutions for routine tasks (E.g. account checkbacks, data entry). Monitor and support these tools and adjust to maximize productivity accuracy.
• Drive a culture of continuous improvement. Regularly assess branch support workflows to identify bottlenecks or redundancies. Lead small improvement projects or pilots to improve speed, accuracy and quality, utilizing team feedback and ideas. Leverage data and feedback to propose changes that streamline operations and enhance branch support services.
• Track key performance indicators (KPIs) related to branch operations support (e.g. processing accuracy, turnaround time, volume of tasks handled, exception rates). Analyze trends to identify areas for improvement. Prepare and present periodic reports on team performance, making data-driven recommendations to management.
• Ensure thorough training for new and existing staff on processes, systems, and any changes in procedures or regulatory requirements. Facilitate training sessions and knowledge sharing to maintain a high level of expertise on the team.
• Respond flexibly to changes or new requirements impacting branch operations support. Lead the team through system upgrades or new product introductions by coordinating testing, feedback gathering and adjusting processes. Ensure the team is ready to support new products, services, or technology changes in the branch network.
• Protect all client and bank information confidentially and follow all company policies.
• Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.
• Perform additional duties or projects related to branch operations and deposit support as directed by the Branch Operations Support Manager.

Compensation & Benefits

The Branch Ops Support Supervisor position pays a range of $26.00 to $28.00 per hour, depending on experience.

Full‐time associates are eligible for our benefits package:

• Medical
• Dental
• Vision
• 401(k) plan
• Company paid life insurance
• Short and Long-term disability insurance
• Company paid vacation, paid leave and holidays

This position will remain open until a qualified applicant is hired.

Qualifications

Skills

• Strong knowledge of bank deposit operations, branch support processes, and compliance requirements.
• Understanding of core banking systems and branch operational platforms and familiarity with relevant automation tools (e.g. document management systems, UiPath RPA tools/scripts)
• Strong attention to detail and ability to complete work accurately.
• Ability to interpret data and metrics and identify opportunities for efficiency and quality improvement.
• Ability to leverage automation technologies in daily tasks. Willingness to adopt and champion new technologies that enhance operational efficiency.
• Strong written and verbal communication skills. Effective collaborator across departments. Ability to clearly convey information to branch staff, peers, and management. Client-service orientated in supporting branch associates and clients.
• Proven ability to lead and develop a team. Strong coaching and mentoring skills to improve performance and knowledge.
• Ability to manage multiple priorities and tasks simultaneously. Excellent organizational skills to handle daily responsibilities.
• Proficient Microsoft Office suite of products.

Education & Experience

• High school diploma or equivalent required.
• Minimum 5 years of banking or financial services operations experience including at least 3+ years in a supervisory or team lead capacity within retail banking operations or deposit operations.
• Experience implementing process improvements or new technology in an operations environment is highly valued.
• Demonstrate proficiency with core banking systems and software (e.g. account processing systems, document management tools) and be comfortable navigating typical branch support applications.
• Familiarity with operational automation tools (UiPath) or business analysis is a plus.

Physical Requirements

The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to e xpress or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. Position requires lifting and/or the exerting of up to 10 pounds of force.