AVP / Retail Service Manager

BASIC FUNCTION Responsible for the management of the day-to-day operation of the retail branch network that results in maintaining excellence in customer service and operational control as well as maximizing performance and profitability. Responsible for the branch network’s compliance to AML policies and procedures. Ensures the security of branch assets and defends against bank fraud.

MAJOR RESPONSIBILITIES Responsible for developing, recommending, implementing and administering policies and procedures ensuring excellence in customer service as outlined in bank policies, procedures and government regulations. Directs and supports branch management in day-to-day operations. Provides in-depth support and consultation to the Retail Division regarding the bank’s core system.

Routinely troubleshoots complex issues by interfacing with Retail Banking users and liaises with core system provider. Researches new or existing core functionality that supports the business needs of the division and implements solutions where appropriate. Supports the business intelligence needs of the Retail Division by working with IT, Core support, and Finance areas to create and adjust reporting tools.

Oversees and administers the banks deposit account analysis program. Ensures data integrity of client accounts and enforces analysis service charge collection rate by monitoring and scrutinizing waivers and charge code discrepancies. Coordinates the research of in-depth compliance matters as they relate to suspicious activity reporting.

Supports the Retail Division at committee meetings related to this area. Monitors and recommends changes to the branch networks operational systems. Responsible for developing Management Information Systems that reports critical data to Retail Management. Monitors operational efficiencies and recommends changes as it pertains to branch workflow.

Coordinates the implementation of new products/services and changes to existing products, services or fees with the Deposit Operations Department. Responsible for monitoring and reports large currency transactions -- ensuring compliance with the Bank’s AML policies and procedures. Maintains responsibility for performing all duties in compliance with related legal/statutory regulations, professional duties, responsibilities and obligations and inserts as applicable.

Adapts branch service policies and procedures to new technologies regarding digital delivery channels. Works closely with the Deposit Operations Manager and branch management in identifying and preventing losses due to account fraud and operational errors. Oversees the Retail Service Department consisting of Assistant Retail Service Manager and Generalists.

Performs other duties as required. JOB REQUIREMENTS Education: College degree, or minimum of 8 years of Retail Banking Operations experience. Experience: Minimum of 8 years retail banking experience in a dynamic branch environment. Excellent communication, organizational and operational management skills required. Excellent customer service/interpersonal skills required.

Proficiency in Branch Automation, Management Information Systems and the Core Processor systems. Proficiency with various software programs including word processing, spreadsheet and banking software required. Leadership skills with ability to drive a team Proven ability to coach and develop others Excellent analytical skills and ability to work under pressure Benefits Holidays Vacation Health/Dental Vision Service Plan Short Term Disability Long Term Disability Life Insurance Flexible Spending Accounts 401k Savings Plan Tuition Reimbursement Employee Assistance Program Free Employee Checking Account