Senior Service Manager

Under general supervision, the Senior Service Manager is responsible for the day-to-day operations of a more complex branch (branches), with direct managerial responsibility for direct reports. This is a high-level branch employee reporting to the COO and may assume responsibility of the branch in the absence of the Branch Manager. Responsible for ensuring all branch operational activities run smoothly and efficiently; provides leadership, training, and supervision within the branch; promotes business for the Bank by maintaining good customer relations and referring customers to appropriate personnel for new services. While not the primary function of the position, the Senior Service Manager may also perform in various capacities as needed, including opening new accounts, processing teller transactions, or other duties as necessary to provide coverage on the platform and/or teller line. In addition, the Senior Service Manager partners with Branch Managers to assist in training and development of operational staff. Duties & Responsibilities: Leads and supervises risk and the operations of teller and new account functions to deliver exceptional customer service and colleague experience, and ensure timely completion, quality, and compliance in all functions. Coaches, motivates, and develops a diverse team to achieve full potential and meet established business objectives. Effectively manages staffing assignments and financial resources for the branch, including, but not limited to, delegating assignments, developing work schedules, and providing necessary training to ensure maximum results. Reinforces the application of superior customer service through his or her own example along with appropriate follow through with involved customers and employees; conducts specific periodic meetings and presentations on this topic with the staff. Plays a positive role in the development and growth of assigned branch staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross-trained staff. Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervises the daily activities of the branch. Provides feedback and presents ideas for improving customer service and colleague experience, and related performance management process and tools. Leverages interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures. Supports customers and employees in resolving or escalating concerns or complaints. Manages operational risk to an appropriate level to minimize losses. Responsible to assure quality control in regards to audits and certifications. Actively involved in instilling and maintaining a positive sales environment through education of the Bank's products and services; monitors staff in cross-selling and product presentation compared to goals; assists the organization of the branch, coordinating available resources (e.g., staff, materials, etc.) for maximum results. Contributes to the overall profitability of the branch through costs controls, income generation and branch marketing efforts. Resolves operational inquiries and providing staff support; participates in various internal committees assigned by senior management. Reviews daily reports, ensuring accurate completion of related operational reports along with miscellaneous internal reports. Ensures compliance with Bank policies and procedures to meet security precautions and protect customer deposits, bank assets and staff. Perform all related teller, vault teller, new account, operations specialist, and safe deposit duties as necessary to provide coverage in the branch. Responsible to locate and resolve teller differences as it relates to general ledger accounts; maintains accurate teller balancing records for the entire branch. Maintains current knowledge of financial industry status and trends. Participates in either the opening or closing procedures daily oversees the management of branch cash. Generates routine letters, reports, and forms. Responds to inquiries or refers inquiries to the appropriate department or person and exhibiting the necessary follow through with customers and/or staff involved. Consistently applies superior decision-making techniques pertaining to inquiries, approvals, and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development. Assumes responsibility for special projects; gathers data and prepares reports for Senior Management, audits, and other personnel. Processes, solves, and answers complex customer transactions, problems or inquiries. General: Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions. Completes administrative tasks correctly and on time; supports the Bank's goals and values; benefits the Bank through outside activities. Comply with all applicable OSHA safety standards, including: Read the workplace safety and health poster at the jobsite. Report hazardous conditions to your supervisor and/or HR Report any job-related injury or illness to your supervisor and/or HR and seek treatment promptly. Compliance Complies with all bank policies and procedures and all applicable government regulations including, but not limited deposit compliance regulations, staying current and knowledgeable of all policies, procedures and regulations related to the job functions and completing all assigned training on time, requesting additional training as needed to be proficient in all job responsibilities; cooperating with internal and external auditors and bank examiners by providing full cooperation and timely delivery of requested documentation and information; and reporting concerns about compliance to the Compliance Officer to enable prompt remediation. Complies with Bank policies and procedures relating to the Bank Secrecy Act (BSA), and Anti Money Laundering (AML) and Office of Foreign Asset Control (OFAC) guidance. Report suspicious activity to the BSA Department through a Suspicious Incident Report (SIR). Adheres to privacy and information security policies and ensure all sensitive internal and external customer information is properly secured and safeguarded. Use secure methods delivering client and/or confidential data by email. Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action. Qualifications: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines. Associate degree (AA) or equivalent from college or technical school; or 5 years of related experience and/or training; or the equivalent combination of education and experience. Work related experience branch operations with a supervisory background required. Educational experience, through in-house training sessions, formal school or financial industry related curriculum applicable to the financial industry. At least 2 years intermediate to advanced experience, knowledge and training in progressively responsible branch operation and supervisory activities. Intermediate knowledge of related state and federal banking compliance regulations, Bank operational policies and procedures, and the Bank's products and services. Ability to adapt to various competing demands, and demonstrate the highest level of internal/external customer service responsiveness. Strong organizational and time management skills that reflect the ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail and the ability to maintain a realistic balance between multiple priorities. Emotional maturity with proven ability to handle confidential information with discretion and exercise good judgment in a variety of situations. Ability to cross-sell and explain all operation products and services with confidence and authority. Basic loan product knowledge. Very strong interpersonal skills and the ability to build relationships with internal and external clients. Highly resourceful with the ability to also be very effective independently and meet deadlines in fast paced environment. Excellent organizational and time management skills, with the ability to provide leadership, supervision and training for 2 or more employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills. Intermediate knowledge of human resource and labor laws and policies. Intermediate skills in computer terminal and personal computer operation; Microsoft Office, word processing, spreadsheet and specialty software programs. Intermediate typing skills to meet production needs of the position. Intermediate math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs. Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak professionally and clearly to customers and employees. Thorough understanding of management procedures; ability to plan department or Bank activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Bank activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate). Ability to deal with complex problems involving multiple facets and variables in non-standardized situations. Ability to work with minimal supervision while performing duties. Current California driver's license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities. Working Conditions & Physical Requirements: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will be situated in an office type setting in which he or she is free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc. The employee in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 20 pounds), driving, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching. The employee for this position may operate any or all of the following: telephone, cell phone, copy and fax machines, adding machine (calculator), scanner and image systems, personal computer and related printers, or other equipment as directed. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. Direct Reports: Branch Service Specialist(s), Service Manager(s), Tellers, and/or Personal Bankers may directly report to the Senior Service Manager.

Created: 2024-11-01