Retail Operations Manager

Job Description

Job Description

Manage the administrative and member service activities of the credit union. This includes overseeing and directing the activities of all branch offices and all member touchpoints. Ensure that quality member service is delivered to all members and that all credit union products and services are promoted similarly across all branches.

Duties include, but are not limited to:

• Create, or assist in the creation of, policies and procedures for the member service function. Ensure that policies and procedures reflect external rules and regulations and are communicated to and implemented by, all staff.

• Respond to technical and operational questions or problems from credit union staff and make appropriate referrals, recommendations, suggestions, etc.

• Respond to complex or problematic member questions or problems as appropriate and ensure the highest quality of member service and satisfaction.

• Develop a program to cross-sell products across the entire branch network.

• Hold periodic member service staff meetings including all branches. Identify areas for improvement, changes in procedures, new developments, or changes in service or products. Keep staff up-to-date on trends and general credit union information.

• Ensure consistency of messaging across the entire branch network.

• Prepare and disseminate information pertaining to credit union member trends (transactional, communication methods, electronic banking issues, etc.), security issues, regulation changes impacting the area, etc.

• Recommend programs and projects beneficial to the credit union and its members as a result of research, trends, member comments, etc.

• Responsible for ensuring that all branch and ATM cash operations are in alignment with the credit union’s cash management policies and procedures.

• Mentoring and training employees ensuring consistency in service delivery across all branches.

• Approve member exceptions and authorize service fee refunds to members when deemed necessary.

• Handle escalations of teller differences, scheduling issues, etc.

• Ensure BSA and AML policies and procedures are followed. Ensure that CTRs and SARs are filed in a timely manner and within compliance.

• Coordinate with other departments when necessary to ensure member-related issues are handled in line with policies and procedures.

• Other duties as assigned.

Education Requirement:

• Minimum 6 years’ banking industry experience

• Bachelor's degree preferred, business or related discipline, or currently in pursuit of degree completion, or equivalent relevant work experience

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