Director of Retail Operations

Job Details

Description

General Description

The Director of Retail Operations is responsible for developing, maintaining, and implementing consistent policies and procedures for the retail bank network. The incumbent should be a subject matter expert on Queensborough’s policies and procedures internally as well as trends in retail banking operations externally. The Director of Retail Operations will be responsible for identifying and monitoring trends in branch issues that would require training, coaching, or communication, as well as identifying gaps in operations policy and procedure that may need to be addressed. The position requires a person with excellent collaboration, communication, and partnering skills in assisting internal customers, managing internal client relationships, and maintaining efficient operational processes. The Director of Retail Operations has responsibility for the bank’s customer care team and Interactive Teller Team ensuring sound operations and consistent customer service in both of those teams.

Essential Functions

• Supports the operations organization by serving as an escalation point between operations and the retail branch network. Serves as an information bridge between branches and operations.
• Partners with Regional Market Presidents to identify & prioritize opportunities to improve Queensborough’s customer experience and retail delivery through operational processes.
• Supports the Regional Market Presidents with operating data and trends on policies, questions, and inconsistencies that cause teammate confusion.
• Makes onsite visits to branches to gauge branch operating environment, provides support presence, and fosters communication.
• Ensures ongoing branch reviews and audits are performed.
• Collaborates with Operations, Security, Risk Management, Human Resources, and Training to design, implement, and monitor programs that support loss prevention, risk management, and business optimization.
• Identifies knowledge gaps in the retail network, partners with training to design plans to improve teammate knowledge and effectiveness.
• Designs retail network communication plan, and routine branch updates via in person meetings and conference calls.
• Ensures consistent and effective customer service delivery via the bank’s customer care team. Manages and monitors customer care metrics.
• Fosters adoption of QNBTNOW, the banks Integrated Teller Machine (ITM) delivery channel.
• Leads the teller function for Integrated Teller Machines to ensure appropriate delivery of the channel, partnering with branches on escalation of non-standard customer transactions, and ensuring proper risk management and staffing for the channel.
• Leads the cash servicing function for select locations with ITMs and ATMs.
• Reviews customer impact data and trends
• Serves as a project team member for large scale initiatives such as branch or bank acquisitions, de novo branching, or branch closures. Facilitates change implementation in the retail network for system upgrades or new implementations
• Acts as a supportive team player and a champion of the Queensborough brand both internally and externally within the community
• Required travel approximately 50%