FUNCTION: Reporting to the Retail Operations Department Manager, the Retail Operations Officer to ensure that the Consumer Banking and Retail Operations administrative and operational standards and objectives are being met with a focus on continuous process improvement, innovation and experience enhancement. Working independently and/or within a cross-functional team, the Retail Operations Officer drives improvement delivery through process identification, mapping, testing and implementation using proven best practice techniques. The Retail Operations Officer maintains and utilizes a solid understanding of branch administration and operations, as well as a sound working knowledge of all bank policies and procedures. The position entails project and task work, requiring savvy interpersonal skills, sharp analytical skills, strong detail orientation, entrepreneurial tenacity and a problem-solving mindset all while maintaining a cheerful demeanor.

ACCOUNTABILITIES:

Customer Experience:

Promotes a customer-centered culture and attitude that puts the customer first, understanding that customers include the front-line associates of Consumer Banking as well as peer associates across business lines.Builds and sustains strong internal relationships by providing the highest level of service with individuals and groups at all levels within the Bank, demonstrating You Matter More in every interaction.Supports and reinforces the Customer Experience structure, standards, initiatives and activities.Serves as liaison between departments and branches.

Project Involvement/Process Improvement:

Manages and executes multiple projects and tasks at once, sometimes serving as the lead, often working with business line partners to align efforts and work activities to ensure forward progress.Executes projects and tasks related to meeting the continuous process improvement, innovation and experience enhancement objectives of Consumer Banking, often times serving as the lead.Leads independent initiatives and/or project teams in mapping and understanding current processes in order to identify gaps and drive opportunities to improve Consumer Banking operational efficiencies and experience.Engages with all levels of Consumer Banking and business line partners on a regular basis to uncover improvement opportunities.Leverages both new and existing technologies available to effectively deliver project and task outcomes.

Operations & Administration:

Works in conjunction with the Consumer Banking Leadership Team to ensure that the Consumer Banking administrative and operational standards and objectives are being met.Supports Regional Market Managers in an effort to ensure that all area branch administration responsibilities are met, including compliance with all regulatory requirements and operational efficiencies.Participates in the development and implementation of new processes and procedures related to Retail Operations and Consumer Banking.Assists with the development and facilitation of employee development activities and training of Retail Operations and Consumer Banking personnel related to new processes and procedures.Ensures all operational policies and procedures are fully implemented and adhered to by working closely with Internal Audit and Risk Management/Compliance to ensure operational integrity within branches.  Performs ongoing evaluation of operational policies and procedures to maintain maximum efficiency and integrity; recommends improvements, as necessary.Works closely with the members of the Retail Operations team on the testing, installation, implementation, enhancements and upgrades of all branch equipment including but not limited to the teller and platform operating systems (and ancillary systems).Works with the Senior Consumer Banking Operations Officer on audits to ensure timely and accurate submission of all documents, understand findings, as well as develop and execute plans to address audit findings.Involved in the opening, closing or relocating branches - being on site for several days as the designee, responsible for leading the branch efforts, managing the process and overseeing the operations of such activity.Assist with the operations of the Teller Processing Room – being cross-trained in the day-to-day operations and working 2nd shift, as needed.Provides after-hours on-call support for issues related to, but not limited to, branch equipment, the teller and platform operating systems (and ancillary systems) as well as issues related to our Digital Banking platform, as needed.

Retail Operations Support Unit:

Serves as a resource to the Retail Operations Support Unit, branch staff and other departments for answering more complex, 2nd tier support questions.  Assists with finding solutions to issues associated with branch operating systems, policies, procedures and other miscellaneous issues.Assists with the day-to-day Retail Operations Support Unit queue management, rotating into schedule as needed to ensure SLA’s are adhered to and performance metrics are maintained.   

Compliance and Control:

Assists in ensuring that the Bank is in compliance with local, state and federal regulations

General:

Works harmoniously and effectively with several other departments on projects & tasks focusing upon the attainment of bank goals and objectives through a commitment to teamwork.Conforms to acceptable punctuality/attendance/professionalism standards as expressed in the Employee Handbook.Travel may be required.Performs additional duties as requested.

COMPENTENCIES:

Integrity/Ethics – deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad.Vision/Values – supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others.Adaptability/Flexibility – adapts to change, is open to new ideas, takes on new challengesInitiative – takes action, operates as a pro-active self-starter, acts on opportunities to improve, self-directed with ability to plan own activities to achieve goals.Interpersonal Skills – has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication; ability to interact with all levels of staff and management.Productivity – manages time well, handles information flow well, strong multi-tasking skills with the ability to prioritize and organize workflow, accepts accountability.Decision Making - sound judgment in decision making and problem solving; must be able to think through a problem, following proper steps in finding resolution.Teamwork – team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities.

KNOWLEDGE/SKILLS/EXPERIENCE REQUIREMENTS:

High school diploma or equivalent; college, business, banking or professional training helpful.A minimum of two years branch banking or similar experience required.Strong knowledge of retail banking, including standard policies and procedures.Solid understanding of JHA/Silverlake/Xperience along with ancillary branch operating systems.Experience using and applying process improvement techniques and methodologiesDemonstrated personal computer literacy; Proficiency with MS Office required.Strong analytical and organizational skills.Proactive and self-motivated; comfortable working independently.

PHYSICAL DEMANDS/CONDITIONS REQUIREMENTS:

General office environment.Moderate lifting (to 35 lbs.) required.  Moderate reaching, walking, sitting and standing required.

EQUIPMENT USED:

General office equipment.

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.