Retail Operations Manager

About the position

Are you passionate about helping customers with their financial needs and goals? At Susquehanna Community Bank, we understand that community banking is built on trusted relationships, and our "touch" is personalized. Our dedicated employees deliver a better banking experience and exceptional customer service to our customers. The Retail Operations Manager is directly responsible for managing and providing daily support, training, and guidance to the Bank retail division in order to deliver and ensure effective customer satisfaction. Responsible for coordination, communication, and training of the branch operations functions in accordance with established systems and procedures, as well as implementing new initiatives. This position is an important liaison with other departments to establish clear communication and to resolve problems; provides training to personnel on operation and supported topics; and composes and revises procedures to maintain efficiencies and compliance.

Responsibilities

• Responsible for branch operations to ensure branch staff have the tools and working infrastructure and adheres to policies, regulations and laws
• Leads the implementation of system changes to support new products, ensures system integrity and recommends program changes to more efficiently and effectively support services offered
• Interfaces with other bank departments and branches regarding problems, research, assistance, etc.
• Responsible for training, oversight & documentation as related to Operational procedures
• Collaborates with the Training Director to successfully execute the training needs of the Bank
• Prepares monthly statistical reports as requested by management
• Monitors the processing of consumer account transactions, maintenance of account records and entry of account data
• Promotes a service culture of high performance and continuous improvement that values learning and a commitment to quality

Requirements

• High school diploma or equivalent
• Minimum of five (5) years of bank operations experience with progressively greater responsibilities including training or leadership
• Advanced understanding of banking operations and computer and network operations and applications
• Background in financial institution operating policies and procedures, and banking regulations
• Superior knowledge of computer systems and changing technology
• Strong communication skills with a demonstrated ability to create processes and procedures and to lead a project and communicate results as well as carry out new policies and procedures
• Excellent ability to multi-task, attention to detail, decision making, and problem-solving skills
• Proficient reading, writing, grammar, mathematical, and computer skills
• Minimum of four (4) years of banking (preferred)