Operations Service Supervisor - (Teller Manager)
Manage branch operations and service line associates; teller transactions; basic to complex service and maintenance; deliver access products and services; identify referrals for branch and specialty partner sales. Used in branches staffed with more than 4 total FTE (Full Time Equivalent) which includes > 1 Full Time Sales & Service Rep I/II). Required in Financial Sales Manager managed branches
Manages a team sales & service plan that aligns with the financial expectations of bank and maximizes results by effectively aligning associates and their activities to create value for both the customer and the bank.
For each managed associate, clarifies expectations, outlines accountabilities and authorities and supports ongoing development through coaching as well as ensuring role appropriate learning plans are in place and being acted upon.
Through regular interactions and inspection, ensures utilization of the Bank's processes and provides one on one feedback and coaching to support associate development and achievement of results
Partners with Human Resources to perform various personnel functions to include staffing and disciplinary action.
Facilitates regular team meetings that drive team focus on sales & service plans and achievement of results, incorporating recognition, knowledge and skill building activities and best practice sharing.
Operations and Administration: ?Associates in roles defined to take deposits are accountable to accuracy, efficiency, and workload results as defined by the Operational Scorecard. The results may include a requirement for individual contribution as well as team performance.
Adheres to all regulations, compliance and Bank policies, procedures and delegated authorities.
Manages risk related to credit, operational, reputational, regulatory and legal aspects of personal interactions.
Performs general office management duties as assigned.
Completes required training by established deadlines.
Service & Sales Support and Referrals:
Demonstrates Bank's service standards of accuracy, responsiveness, courtesy, partnership and responsibility along with other service expectations as established.
Ensures service and referral activities are aligned to create value for both the customer and the bank.
Uses problem-solving, listening, understanding and responding techniques to address a customers' immediate needs and when appropriate, link need to a solution where there is an opportunity to expand or retain a relationship.
Regularly creates value added conversations with customers to uncover opportunities to make quality referrals to branch or other business partners.
Prepares sales support materials for prospect and customer calling efforts. Schedules prospect and client appointments.
Proactively looks for ways to enhance service and referral performance by seeking coaching, supporting Bank initiatives, and leveraging tools to enhance activities.
High school diploma or GED with a minimum 4 years experience in financial services, customer service or bank operations
Other Preferred Qualifications:
Considerable knowledge of consumer and business deposit risk management issues.
Strong oral and written communication skills. At least 1 year supervisory experience.
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