Operations Area Manager — Banker Support Group

As Operations Area Manager, you will manage the Banker Support group within Retail Operations and be responsible for planning, developing and overseeing all activities for your group. The Banker Support group is a team of approximately thirty individuals responding to the back office needs of the Retail Branches and Telephone Bankers. You will also be responsible for indirect management of other internal groups and external vendors providing service and support to Retail Branches. You will recommend, develop, and implement operational plans and policies to support long-term strategic business objectives and operational budgets; evaluate and measure how performance meets department goals and milestones; and integrate your group's functions into the firm's larger scale operations services. It will also be your job to determine feasibility of new services and the technological support necessary for their delivery. To this end, you will establish capability requirements and ensure that they are met. Finally, you will determine your department or group's structure and allocation of resources, as well as recruiting and developing effective staff, ensuring personnel continuity and backup. You will have dual responsibility to Retail Operations and Branch Administration for monthly governance reporting, performance improvement and opportunities for call elimination/ straight through processing.
REQUIREMENTS




Candidate must be self-motivated and dedicated to continuous improvement and high quality work.

Must be able to work independently, be results oriented, have strong interpersonal/ written/ oral communication skills and the ability to interact with Senior Business Executives.

Candidate must demonstrate proven ability to analyze and recommend solutions to issues and able to identify ways to improve customers' experience.

Candidate must have a thorough understanding of call center operations.

Candidate must be proficient in project management with strong analytical skills.

Position requires demonstrated focus on customer service.

Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and strong interpersonal and networking skills.

At least three years of operations and managerial experience including strong coaching/ mentoring skills and a proven track record in developing staff

College B.A. preferred

Banking center or telephone banking experience a plus.