Job description
Position: Operations Lead
Department: Operations Department
Classification: Exempt-Salaried
Job Grade: Officer Level
Position Summary:
The Operations Lead is responsible for leadership and management of Operations Department at their respective Branch Location. This position provides assistance to the Market Manager and/or Branch Manager, Sr. Management, President and CEO. The Operations Officer will evaluate and implement new and updated procedures for the branch operations department.
This position will ensure quality service and effective customer support for all internal and external customers. The branch Operations Lead will accomplish these results through the effective management of all branch operations staff. Utilizing a high degree of independence in solving problems and making decisions where only exceptions requires the concurrence of the Sr. Operations Manager.
Essential Functions:
To perform this job successfully, an individual must be able to perform each Essential Function and Skill satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Directs Branch Operations Department to ensure effectiveness and efficient operation of the
- Plans, schedules and coordinates department work activities resolving in the smooth data processing and operational functions.
- Monitors all operation functions to ensure the highest level of accuracy and professional courtesy to all
- Upholds complete confidentiality of information
- Handles complaints, arbitrates disputes and resolves grievances where only exceptions requires the concurrence of the Market Manager and/or Operations Manager.
- Performs job accountabilities with a high level of accuracy and timeliness.
- Maintain effective communication to increase efficiency, satisfy customers, improve quality and create solutions.
- Work with management for effective conflict resolution along with maintaining skills for conflict management.
- Problem solving will be a key part of the Operations Officer role and responsibility.
- Maintain a working knowledge of all bank’s operations software programs.
- Monitors all operation functions to ensure uniform understanding of and compliance with bank policies and procedures
- Prepares performance evaluations for operations staff.
- Takes corrective action as required to improve operation employee’s
- Provide knowledgeable, efficient, and accurate operational support for the bank's computer and accompanying programs.
- Periodic reviews of operational procedures at the branch location.
- Assists in administration of various bank programs, employee and customer
- Encourages and models a high level of teamwork and
- Communicate information as needed to all operations
- Will perform duties related to processing Savings
- Provide customer service to customers by opening new accounts, explaining account options, and various types of checking and savings accounts, CD's and IRA
- Actively cross sell all other bank services
- Works to resolve issues and implements plans to address deficiencies resulting from Internal and/or external audit
- Verifying account balances, giving out account information to customers, printing copies of items and/or statements from customer accounts.
- Selling Cashier’s checks to customers as requested.
- Answer telephone and complete telephone transfers.
- Take customer stop payment orders and ensure the stop payment orders are processed.
- Assist customers with safe deposit boxes.
- Provide teller services as needed.
- Obtain and maintain a working knowledge of regulatory requirements as they relate to safety and soundness, compliance and operations.
- Maintain a general knowledge of all Bank products and cross-sell these products.
- Assist co-workers as needed.
- Demonstrate a strong commitment to customers and the Bank.
- Service loan portfolio to ensure documentation requirements are met.
- The Operations Lead position is expected to meet and/or exceed Citizens Alliance Bank’s customer service levels as well as the other overall goals of the organization.
- Travel for trade and industry schools and seminars. Travel may be required to accommodate functions at other facilities.
- This position requires a valid Driver’s License
- This position may require installation of a Multi-Factor Authentication (MFA) app on an employee’s personal mobile device. THE MFA apps are used to authenticate a user’s identity to the system for security purposes.
- Adhere to and comply with all applicable, federal, and state laws, regulations, and guidance, including those related to AML, as well as adhere to the Bank’s policies and procedures.
- Perform other duties as assigned and requested.
Skills
- Business Acumen.
- Collaboration with team members, Supervisors and Management.
- Critical Thinking in making sound business decisions.
- Excellent verbal and written communication skills.
- Problem Solving.
- Relationship Building.
- Time Management.
Performance Competencies:
Accountability - Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization.
Adaptability - Maintaining effectiveness in reaching set goals by adapting to changed circumstances, tasks, responsibilities, and people.
Attendance - Regularly be present and punctual to work while demonstrating flexibility in the work assigned, the work hours and the work environment. Arrive prepared for work and is committed to doing the best job possible; keep commitments. Be personally responsible for completing work in a timely, consistent manner with hours necessary to complete the assigned work.
Attention to Detail - Taking responsibility for a thorough and detailed method of working in a busy work environment.
Communication - Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology that is understandable for the reader. Shaping and expressing ideas and information in an effective manner.
Conceptual Thinking - Understanding a given situation or problem by combining information that is readily available; identifying patterns or connections between situations that are not obviously related; identifying key or underlying issues in complex situations.
Continuous learning - Actively and continuously gaining insight of strengths and weaknesses in order to identify the relevant areas that need further development (with regard to skills and knowledge) and acting upon it.
Expertise and Usage -Acquiring functional and technical knowledge in an area of specialty. Applying said knowledge to become an expert in one's particular area.
Initiative - Spotting opportunities within a circle of influence; anticipating threats and acting on them; self-starting rather than waiting passively until the situation demands action.
Job Knowledge - Measure employee's demonstrated job relevant knowledge and essential skills, such as work practices, policies procedures, resources, customer service and technical information, as well as the relationship of work to the organization's mission.
Organizational Awareness - Having and using knowledge of systems, situations, procedures, customers and culture inside and outside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization.
Policy and Procedures - Review, understand and comply with all Bank policies, procedures and guidelines. In order to best complete the Bank's business objectives and comply with applicable regulations, employees must consistently adhere to the Bank's policies, procedures and guidelines.
Problem Solving - Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
Quality orientation - Setting high standards regarding his/her work and working environment and acting accordingly; developing quality standards, continuously evaluating performance, products, and procedures; actively seeking ways to improve quality.
Teamwork - Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics. Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflicts and expeditious conflict resolution and the appreciation of diversity as well as cohesiveness, supportiveness and working effectively together to enable each employee and department to succeed.
Citizens Alliance Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual preference or orientation, gender identity, gender expression, national origin, disability, veteran status and all other protected classes.
Education
Required- Banking Experience or better
- High School or better
- Manager or Supervisor Experience or better
Licenses & Certifications
Preferred- Supervisor Certification
Skills
Preferred- Team Work.
- Problem Solving.
- Communication Skills.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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