RETAIL MARKET OPERATIONS MANAGER

DEPARTMENT : Retail Banking

REPORTS TO: EVP, Chief Operations Officer

SUPERVISES: Banking Center Managers

FLSA STATUS: Exempt

STATUS: Full Time OFFICER: Yes

LOCATION: Evansville Region

HOURS: Monday through Friday 8 am – 5 pm * Over-time may be required if business and staffing needs dictate.

TRAVEL: Travel is required to be conducted for all branches. A company car will be made available.

First Federal was established on Evansville, Indiana’s Westside in 1904 and is a community bank currently serving communities in the tri-state area with several branch locations in Posey, Vanderburgh, Henderson, Warrick, Daviess and Pike Counties.

Full-time employees of First Federal are offered a comprehensive benefit package including Paid Time Off, up to 11 paid Holidays, 401k , ESOP, company paid Disability and Life insurance and Health and Wellness Options including Medical, Dental, Vision, Life and Supplemental Insurance. Our Part-time employees are eligible for up to 11 paid Holidays and can choose to enroll in Dental, Vision and Supplemental Insurance, and participate in clinic healthcare services.

Aside from that, all employees can expect to receive discounted bank services such as free checks, discounts on loans, waived processing fees and much more.

Diversity and Inclusion

First Federal is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.

At First Federal, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.

POSITION SUMMARY

The Retail Market Operations Manager is responsible for overseeing the operations portion of the retail banking centers. This position ensures appropriate communication occurs to ensure the branches are following the Banks internal control policies and branch procedures. This position works with branch employees to establish and maintain relevant controls and a feedback system to monitor the day-to-day operations of the banking centers. This position will work in tandem with the Retail Market Sales Manager to ensure appropriate support of the branch network. This position is responsible for overseeing the onboarding and training of all Banking Center Manager Trainees from an operational perspective and oversees the corporate training position. This position will also perform the duties of a Banking Center Manager when needed. The individual in this position is responsible for being knowledgeable about all BSA related functions.

EDUCATION & EXPERIENCE

· Five plus years of experience in branch environment at managerial level.

· Ability to coach employees on operational duties

· Develops and implements standard operating procedures and policies

· Maintains a good understanding of operational procedures and bank controls and implements those controls/procedures

ESSENTIAL DUTIES AND RESPONSIBITIES

· Strong analytical skills

· Effective problem solver

· Ability to train Banking Center Manager Trainees and other branch employees on the proper operations of the branch, as needed.

· Ensures region-wide customer satisfaction and product quality

· Manage Branch safety and security within the Region

· Communicate the operational mission and the goals of the business unit

· Coach, mentor and provide constructive feedback to develop retail employees from an operational perspective

· Provide oversight and direction to branch employees on specific operational items

· Provide management responses for risk management audits conducted in the branch network.

· Conduct huddle training in the branch network at least monthly to ensure operational objectives are being achieved and acknowledged by branch staff.

· Conduct 1:1 meeting on at least a monthly basis with each branch manager to set expectations, discuss operational challenges and assist with resolution of challenges in a positive manner to support the overall branch network.

· Collaborate with the Retail Market Sales Manager to maximize the overall results of the banking center teams

· Provide approvals for branch-related items, as needed.

· Be a liaison between the front line and the back office to ensure there is a good line of communication for operational needs.

· Empower managers to take responsibility for their Branch, their personnel and branch operational goals

· Lead employees to meet the organization's expectations for quality and operational accomplishment

· Provide effective performance feedback through employee recognition, rewards and disciplinary action with the assistance of Human Resources and through collaboration with the Retail Market Sales Manager when necessary

· Appropriately communicate organizational information regarding any operational items through branch meetings, one-on-one meetings and appropriate email, and regular interpersonal communication

· Establish and maintain relevant controls and feedback systems to monitor the operation of the business units

· Help design and expand training materials and standard operating procedures

· Oversee the delivery of training to individuals or groups of employees for operational items

· Complete branch and bank security requests involving video and camera verification

· Facilitate conference calls with the branch personnel for operational issues when needed

· Ability to work with minimal supervision daily and still completes tasks error free

· Participates in Corporate and Market level meetings, training projects and initiatives as required by management

· Ensure the market is appropriately staffed and oversee all scheduling of branch personnel in the market.

· Assists by conducting surprise audits and reviews of branches throughout the year to ensure SOP is being followed

· Review current operational processes for efficiencies, while maintaining effective controls.

· Perform additional duties as requested, needed, or assigned

COMPETENCIES NECESSARY TO BE SUCCESSFUL IN THIS POSITION:

Customer Focus (internal and/or external): Always acts with the customer in mind. Dedicated to meeting the customer’s needs and expectations. Works with the customer to understand and uncover their issues and/or needs. Interacts with customers in a courteous, professional and knowledgeable manner. Gains customer’s trust and respect by establishing and maintaining relationships. Conduct all company transactions and interactions in an honest, professional and ethical manner. Remains composed and does not become defensive or show irritation when confronted with disgruntled customers. Cultivates a customer focused attitude.

Job Knowledge : Understanding and proven experience of job responsibilities. Ability to make sound decisions drawing on knowledge and experience. Capable of analyzing and resolving customer or work related issues. Perceived by customers and co-workers as a skilled problem solver, knowledgeable, and a valuable business resource. Mentors others on how to exhibit functional knowledgeable and skills. Initiative exhibited with growing own knowledge, skills and leadership. Understanding of current bank technology and initiative in learning new bank technology.

Accountability: Understands objectives, priorities, and critical performance measures required to meet customer and company goals. Stays abreast of own performance and manages performance to achieve expected results. Keeps management informed of progress, issues and potential roadblocks in reaching goals. Actively seeks out feedback on own performance from customers, peers, and company management to identify and address areas of individual weakness that may affect department and company performance.

· Decision Quality: Demonstrates good judgement. Makes timely, effective decisions without avoidance. Makes use of analysis, wisdom, experience and judgement. Has a track record of good sound decisions. Can cope with change and shift gears comfortably. Does not become agitated when aspects of a situation are unclear and need to be researched further or looked to another for direction.

· Results Focused: Demonstrates creativity in building new opportunities and expanding relationships. Approaches every business encounter as a possible opportunity but never sacrifices integrity, professionalism or company reputation. Results oriented; demonstrates the ability to adapt behavior to overcome obstacles needed to achieve expected results. Remains current in understanding the retail market and local competitor’s strategies, offerings and differentiating characteristics. Cultivates multiple contacts within both internally and externally. Ability to command others’ attention.

· Integrity: Widely trusted as a direct, honest person who can present the truth in an appropriate and helpful manner. Keeps confidences and owns up to mistakes. Consistently act with a high degree of professionalism and ethics. Keeps commitments. Conveys credibility, trustworthiness, and good judgment when making suggestions. Genuinely concerned for people, treating everyone with dignity and respect. Always a professional, representing the company in the best possible manner in speech, dress, and conduct.

· Initiative: Demonstrates initiative by looking for, and suggesting solutions to problems without coaxing. A self-starter continually looking for ways to improve his/her effectiveness. Proactively involves appropriate individuals to resolve issues in a timely manner. Ability to work with minimum supervision or direction. Willingness to seek out and take responsibility for additional work assignments. Resist getting stale; committed to personal and professional development; self-directed in pursuit of resources that assist continuous learning. Supports innovation and organizational improvement initiatives. Works to implement organizational change. Acts as a champion for change by encouraging peers to embrace change initiative.

· Quality/Quantity of Work: Manages priorities and spend time on the most important issues a hand. Eliminates roadblocks and distractions; remains focused. Adapts priorities to changing circumstances. Produces acceptable amount of work within established time limits. Maintains a high quality of work as quantity increases. No unnecessary, repetitious, and/or unacceptable levels of errors with work. Produces and maintains required, compliant and accurate work. Is thorough in review of their work. Looks for ways to continually improve productivity. Adjust workflows and prioritizes tasks. Is resourceful in resolving issues.

· Adherence to Policies & Procedures: Demonstrates positive commitment to company’s goals, initiatives, policies and procedures through communication and actions. Compliant with maintaining customers, company and employee's confidential information. Uses good judgement in seeking guidance on a company policy or procedure. Honesty and integrity in handling all company, customer and employee related issues.

· Interpersonal Relationship : Ability to communicate clearly, accurately, concisely, and compelling to diverse personalities, on all levels, in both verbal and written communication. Ability to adapt communication methods based on situations and personalities. Ability to present to customers, co-workers and management with poise, authority, and clarity and to respond appropriately to questions, objections, or challenges. Strives to understand others’ issues, opinions, and needs. Works to establish lasting professional relationships and earn the respect and trust of customers, co-workers and management. Meets commitments and follows through as expected. Resolves conflicts with others in a respectful, responsible and constructive manner. Shares thoughts, feelings, and rationale so that other understand your position. Remains composed and does not become defensive and/or irritated when confronted with adversity. Is receptive to and implements suggestions for improvement. Demonstration of commitment to the directive of the organization by actively and positively supporting management decisions.

· Leadership: Ability to make tough decision and take decisive action based on obtaining facts, alternatives and risks. Ability to plan and implement a project to it desired outcome within the expectable timetable and with the required results. Demonstrates a strong sense of and works within a strong boundary of respect, integrity, maturity, responsibility, and ethics in all actions.

ADA REQUIREMENTS: Work is performed in a professional office environment. Role routinely uses standard office equipment such as computers, phones, copiers, scanners, printers, filing cabinets, and fax machines. Sitting for long periods of time; May be required to lift items weighing up to 25-lbs. Would require the ability to lift files, open filing cabinets and bend or stand as necessary. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

EQUAL EMPLOYMENT OPPORTUNITY POLICY: First Federal Savings Bank is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned or directed by management. Job descriptions will be reviewed and may be modified when deemed appropriate by management. As business needs and staffing needs change, all positions at First Federal Savings Bank/Home Building Savings Bank are reviewed. Employee may be moved for business purposes to sustain business and staffing demands.

Qualifications

Five plus years of experience in branch environment at managerial level
Ability to coach employees on operational duties
Strong analytical skills
Job Knowledge : Understanding and proven experience of job responsibilities
Ability to make sound decisions drawing on knowledge and experience
Capable of analyzing and resolving customer or work related issues
Perceived by customers and co-workers as a skilled problem solver, knowledgeable, and a valuable business resource
Initiative exhibited with growing own knowledge, skills and leadership
Understanding of current bank technology and initiative in learning new bank technology
Makes timely, effective decisions without avoidance
Makes use of analysis, wisdom, experience and judgement
Has a track record of good sound decisions
Can cope with change and shift gears comfortably
Does not become agitated when aspects of a situation are unclear and need to be researched further or looked to another for direction
Results oriented; demonstrates the ability to adapt behavior to overcome obstacles needed to achieve expected results
Remains current in understanding the retail market and local competitor’s strategies, offerings and differentiating characteristics
Cultivates multiple contacts within both internally and externally
Ability to command others’ attention
Integrity: Widely trusted as a direct, honest person who can present the truth in an appropriate and helpful manner
Keeps confidences and owns up to mistakes
Genuinely concerned for people, treating everyone with dignity and respect
Ability to work with minimum supervision or direction
Uses good judgement in seeking guidance on a company policy or procedure
Honesty and integrity in handling all company, customer and employee related issues
Interpersonal Relationship : Ability to communicate clearly, accurately, concisely, and compelling to diverse personalities, on all levels, in both verbal and written communication
Ability to adapt communication methods based on situations and personalities
Ability to present to customers, co-workers and management with poise, authority, and clarity and to respond appropriately to questions, objections, or challenges
Strives to understand others’ issues, opinions, and needs
Demonstration of commitment to the directive of the organization by actively and positively supporting management decisions
Leadership: Ability to make tough decision and take decisive action based on obtaining facts, alternatives and risks
Demonstrates a strong sense of and works within a strong boundary of respect, integrity, maturity, responsibility, and ethics in all actions
ADA REQUIREMENTS: Work is performed in a professional office environment
Role routinely uses standard office equipment such as computers, phones, copiers, scanners, printers, filing cabinets, and fax machines
Sitting for long periods of time; May be required to lift items weighing up to 25-lbs
Would require the ability to lift files, open filing cabinets and bend or stand as necessary
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

Benefits

Full-time employees of First Federal are offered a comprehensive benefit package including Paid Time Off, up to 11 paid Holidays, 401k , ESOP, company paid Disability and Life insurance and Health and Wellness Options including Medical, Dental, Vision, Life and Supplemental Insurance
Our Part-time employees are eligible for up to 11 paid Holidays and can choose to enroll in Dental, Vision and Supplemental Insurance, and participate in clinic healthcare services
Aside from that, all employees can expect to receive discounted bank services such as free checks, discounts on loans, waived processing fees and much more

Responsibilities

REPORTS TO: EVP, Chief Operations Officer
SUPERVISES: Banking Center Managers
HOURS: Monday through Friday 8 am – 5 pm
Over-time may be required if business and staffing needs dictate
TRAVEL: Travel is required to be conducted for all branches
The Retail Market Operations Manager is responsible for overseeing the operations portion of the retail banking centers
This position ensures appropriate communication occurs to ensure the branches are following the Banks internal control policies and branch procedures
This position works with branch employees to establish and maintain relevant controls and a feedback system to monitor the day-to-day operations of the banking centers
This position will work in tandem with the Retail Market Sales Manager to ensure appropriate support of the branch network
This position is responsible for overseeing the onboarding and training of all Banking Center Manager Trainees from an operational perspective and oversees the corporate training position
This position will also perform the duties of a Banking Center Manager when needed
The individual in this position is responsible for being knowledgeable about all BSA related functions
Develops and implements standard operating procedures and policies
Maintains a good understanding of operational procedures and bank controls and implements those controls/procedures
Effective problem solver
Ability to train Banking Center Manager Trainees and other branch employees on the proper operations of the branch, as needed
Ensures region-wide customer satisfaction and product quality
Manage Branch safety and security within the Region
Communicate the operational mission and the goals of the business unit
Coach, mentor and provide constructive feedback to develop retail employees from an operational perspective
Provide oversight and direction to branch employees on specific operational items
Provide management responses for risk management audits conducted in the branch network
Conduct huddle training in the branch network at least monthly to ensure operational objectives are being achieved and acknowledged by branch staff
Conduct 1:1 meeting on at least a monthly basis with each branch manager to set expectations, discuss operational challenges and assist with resolution of challenges in a positive manner to support the overall branch network
Collaborate with the Retail Market Sales Manager to maximize the overall results of the banking center teams
Provide approvals for branch-related items, as needed
Be a liaison between the front line and the back office to ensure there is a good line of communication for operational needs
Empower managers to take responsibility for their Branch, their personnel and branch operational goals
Lead employees to meet the organization's expectations for quality and operational accomplishment
Provide effective performance feedback through employee recognition, rewards and disciplinary action with the assistance of Human Resources and through collaboration with the Retail Market Sales Manager when necessary
Appropriately communicate organizational information regarding any operational items through branch meetings, one-on-one meetings and appropriate email, and regular interpersonal communication
Establish and maintain relevant controls and feedback systems to monitor the operation of the business units
Help design and expand training materials and standard operating procedures
Oversee the delivery of training to individuals or groups of employees for operational items
Complete branch and bank security requests involving video and camera verification
Facilitate conference calls with the branch personnel for operational issues when needed
Ability to work with minimal supervision daily and still completes tasks error free
Participates in Corporate and Market level meetings, training projects and initiatives as required by management
Ensure the market is appropriately staffed and oversee all scheduling of branch personnel in the market
Assists by conducting surprise audits and reviews of branches throughout the year to ensure SOP is being followed
Review current operational processes for efficiencies, while maintaining effective controls
Perform additional duties as requested, needed, or assigned
Customer Focus (internal and/or external): Always acts with the customer in mind
Dedicated to meeting the customer’s needs and expectations
Works with the customer to understand and uncover their issues and/or needs
Interacts with customers in a courteous, professional and knowledgeable manner
Gains customer’s trust and respect by establishing and maintaining relationships
Conduct all company transactions and interactions in an honest, professional and ethical manner
Remains composed and does not become defensive or show irritation when confronted with disgruntled customers
Cultivates a customer focused attitude
Mentors others on how to exhibit functional knowledgeable and skills
Accountability: Understands objectives, priorities, and critical performance measures required to meet customer and company goals
Stays abreast of own performance and manages performance to achieve expected results
Keeps management informed of progress, issues and potential roadblocks in reaching goals
Actively seeks out feedback on own performance from customers, peers, and company management to identify and address areas of individual weakness that may affect department and company performance
Decision Quality: Demonstrates good judgement
Results Focused: Demonstrates creativity in building new opportunities and expanding relationships
Approaches every business encounter as a possible opportunity but never sacrifices integrity, professionalism or company reputation
Consistently act with a high degree of professionalism and ethics
Keeps commitments
Conveys credibility, trustworthiness, and good judgment when making suggestions
Initiative: Demonstrates initiative by looking for, and suggesting solutions to problems without coaxing
A self-starter continually looking for ways to improve his/her effectiveness
Proactively involves appropriate individuals to resolve issues in a timely manner
Willingness to seek out and take responsibility for additional work assignments
Resist getting stale; committed to personal and professional development; self-directed in pursuit of resources that assist continuous learning
Supports innovation and organizational improvement initiatives
Works to implement organizational change
Acts as a champion for change by encouraging peers to embrace change initiative
Quality/Quantity of Work: Manages priorities and spend time on the most important issues a hand
Eliminates roadblocks and distractions; remains focused
Adapts priorities to changing circumstances
Produces acceptable amount of work within established time limits
Maintains a high quality of work as quantity increases
No unnecessary, repetitious, and/or unacceptable levels of errors with work
Produces and maintains required, compliant and accurate work
Is thorough in review of their work
Looks for ways to continually improve productivity
Adjust workflows and prioritizes tasks
Is resourceful in resolving issues
Adherence to Policies & Procedures: Demonstrates positive commitment to company’s goals, initiatives, policies and procedures through communication and actions
Compliant with maintaining customers, company and employee's confidential information
Works to establish lasting professional relationships and earn the respect and trust of customers, co-workers and management
Meets commitments and follows through as expected
Resolves conflicts with others in a respectful, responsible and constructive manner
Shares thoughts, feelings, and rationale so that other understand your position
Remains composed and does not become defensive and/or irritated when confronted with adversity
Is receptive to and implements suggestions for improvement
Employees are expected to perform other duties as assigned or directed by management

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Retail Market Operations Manager