The Business Banking Group Operations (BBG) Manager is responsible for providing and ensuring timely delivery of outstanding customer service by direct reports to Business Banking Group clients while overseeing the day to day management of the operational functions within the branch. The BBG Operations Manager is responsible for the control and management of department expenses, income, loss, and audit systems. This position is responsible for reviewing transactions and proof work, and completin... more detailsg operational reports. Using leadership, management, and technical skills related to operational functions of the department, the BBG Operations Manager supports the Business Banking Group Manager. This position actively participates in management and staff meetings and provides supervision, guidance, and interpretation, coaching, and mentoring on matters of Bank policies, procedures, products and services. In order to minimize risk to the Bank while ensuring quality customer service and problem resolution consistent with client needs, the BBG Operations Manager is responsible for ensuring that staff adheres to Bank policies and procedures. The BBG Operations Manager shall assist in the new accounts capacity when necessary.
Essential Duties
- Maintains operational integrity of the Business Banking Group as it relates to policies, procedures, and regulatory requirements.- Runs Business Banking Group in accordance with all Bank security guidelines policies and procedures and complies with all federal and state laws.- Protects the Bank from loss by ensuring that all internal controls are maintained in accordance with Bank requirements.- Ensures that the branch successfully meets any and all operations audit requirements and ensures that all audit requirements and exceptions are addressed immediately.- Prepares and submits accurate reports related to department operations in a timely manner and as required by the Bank and/or regulatory agencies.- Approves checks and large cash transaction activity, signs cashier's checks, drafts, and other documents within assigned authority.- Provides training, guidance, coaching, and mentoring to staff on matters of Bank policies, procedures, products, and services.- Controls and oversees activities related to the scanning of work, proof, and adjustments, including but not limited to, managing the risks of fraud, processing errors, image quality, and balancing.- Using leadership, management, and technical skills related to operational functions of department, actively supports the Business Banking Group Manager.- Actively participates in management and staff meetings.- Keeps Business Banking Group Manager apprised of all matters relating to department operations and tasks assigned by Operations Administration.- Coordinates vacation and other out of office time with the Business Banking Group Manager and obtains approval for same from Operations Administration.- Notifies Operations Administration of any and all issues of a serious nature related to department operations and/or legal matters.- Completes tasks as assigned by Operations Administration and Regional Management.- Maintains a positive and productive working relationship with all areas of the Bank.- Effectively utilizes resource documents in order to consistently provide excellent customer service by handling and resolving complex customer concerns independently.- Independently performs daily, monthly, and quarterly reports with minimal errors. Accurately completes Monthly Certification reports.- Assists with new accounts processes such as account opening or account maintenance whenever necessary. Client Retention/ Experience Enhancement- Manages the staff to ensure the consistent delivery of optimal service as it relates to branch operations to maintain customer base.- Readily assists clients when all available resources are engaged with customers, maximizing service level performance.- Ensure that branch quality goals are met by monitoring and scoring a sample of staff/client interface monthly and providing feedback and coaching to improve overall performance.- Takes escalated calls through the escalation queue and resolves customer issues by proactively taking ownership of the customer's concerns and working with a sense of urgency towards a resolution to completion and satisfaction to both the client and the Bank.- Provides constant training and communication to department staff to insure they are aware of changes to policy, procedure, products and services and are prepared to deliver the information to our customers in a timely manner.- Monitor, coach, and counsel direct reports in all aspects of the delivery of quality experience to our clients. Required Knowledge- Regulation CC - Regulation DD - Regulation D - Regulation E (EFT) - Bank Secrecy Act- Bank Protection Act (Security) - Privacy Laws- Regulation BB (CRA) - Basic knowledge of Regulation B (ECOA) - FDIC - Fair Credit Reporting Act- New Account Procedures- Special Collection Procedures- Products & Services. Complies with all State and Federal Banking regulatory requirements including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements. Acts as the control point for the office to ensure that all CIP, BSA, OFAC requirements, procedures and time frames are met. Basic Knowledge, Skills and Abilities- Management/ Leadership Skills- Supervisory/ Mentoring Skills- Motivating/ Coaching Skills- Clear understanding of the English Language (Spoken & Written) - Basic Mathematics Skills- Telephone Skills- Customer Service Skills- Strong typing skills- Critical Thinking, Judgment & Proactive Problem Solving Skills with Sense of Urgency- Ability to actively listen & learn- Ability to use oral communication techniques to sell products or services- Ability to respectfully communicate with Supervisors and Co-workers- Ability to effectively deal with unpleasant, angry or discourteous people- Ability and desire to interact in a team environment, and willingness to contribute to team efforts Officer Title Eligibility. For qualified positions, the Bank may designate an Officer Title to an employee who seeks and/or meets defined competencies for an eligible position. This position qualifies for the officer title(s) Assistant Vice President, Vice President. Equipment Operated- Telephones- Desk Top and/or Laptop Computers and associated software programs- Scanners- Standard Office Equipment (copiers, fax machines)
