Director of Retail Operations

Position Purpose:

 The Director, Retail Operations is responsible for ensuring the operational soundness and risk mitigation of the Retail Banking team while keeping employee engagement and client experience as a top priority. 

This position works with line of business leadership and front-line managers and team members to ensure adherence to bank policies and procedures, regulatory and compliance requirements, customer relations expectations, audit standards, risk management (branch controls), daily branch operations, and staff development. They will work closely with the Retail Banking Officer to implement the strategic plan for sales, service and business development to achieve the bank's overall growth objectives.

Job Duties and Responsibilities:

• Set the example as a role model for Firstar’s Mission, Vision and Core Values.
• Develop and maintain collaborative relationships with the Executive team, critical business partners, Market Presidents and Retail staff.
• Partner with Retail Banking Officer and lead our Retail Operations team to keep the retail division of the bank operationally consistent and efficient across the entire organization.
• Assume leadership / project management role in key operational projects.
• Assist all Retail staff with daily operational questions.
• Actively work to manage and reduce operational losses related to Retail activities: over / shorts, policy violation losses, fraud losses.
• Supervise all retail operations activities and foster a positive, professional working environment for all customers and employees.
• Identify gaps in bank policies and/or procedures that create risks to our employees, clients or the Bank, and work to remediate those gaps and appropriately document new policies and/or procedures.
• Knowledge of day-to-day Retail Branch Manager, Relationship Banker and Service Banker activities.
• Act as a liaison to assist in the coaching, training, and development of Retail staff.
• Verify that internal audit controls and procedures are being followed.
• Periodically perform Branch Operations Reviews and/or surprise cash count audits on Retail Branch Managers, ATMs, and branch cash vaults.
• Handle and respond to customer complaints and concerns. Contact customers related to logged customer feedback.
• Analyze all levels of branch activity and provide related information/reports for management review.
• Ensure compliance with key regulations including Bank Secrecy Act, Patriot Act and Customer Identification Program while ensuring that Personal Banker exceptions are kept to a minimum and resolved quickly.
• Empower and train Retail staff to resolve customer problems as quickly as possible and with follow-up tracking.
• Demonstrate a passion for exceptional customer service; anticipate and respond to changing customer needs; lead others to deliver outstanding customer service; champion company service standards.
• Complete annual training as required.
• Participate in bank/community activities.
• Other duties as assigned.

Skills and Abilities Required:

• Interpersonal service-oriented skills and aptitude.
• Excellent written, oral, presentation, and math skills as well as the ability to understand bank policies and procedures.
• Ability to exercise independent judgement: quickly and accurately analyze information and make decisions.
• Ability to build relationships with customers and coworkers.
• Ability to adapt to various working environments.
• Excellent organization skills/efficient time management; ability to multi-task.
• Proactive rather than reactive approach to the job.
• Strong sense of initiative; self-motivated.
• Ability and willingness to work with all departments at all locations.
• Strong attention to detail while still successfully multitasking.
• High integrity and outstanding work ethic; ability to maintain confidentiality is a requirement.