POSITION SUMMARY:

• 
  The Retail Administration Manager will serve as the Subject Matter Expert (SME) for the retail network. Ensures that all retail policies and procedures are updated, communicated, monitored and followed. All escalated operational, customer service and sales matters will be directed to this individual.
• The Retail Administration Manager will work with the Retail Administrative Officer on developing and implementing departmental initiatives, as well as operational and process improvement. This role will also ensure compliance with corporate and regulatory procedures by performing periodic branch audits and monitoring operational efficiencies within the retail banking network.
• Oversees assigned projects along with accurate and timely communication to the retail network and outside vendors relative to the project work.

Please note that this role is not open for remote work, and individuals are expected to work onsite.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES (Duties which are critical/central to accomplishing the purpose of the job.):

• Provides support to all retail staff in monitoring daily operations to ensure that policies and procedures are followed, goals and objectives are met and that services are provided efficiently and effectively.
• Assists in the oversight of operations management and control in the retail network which entails participation in development of policies and procedures and their respective implementation, and providing support in areas of compliance, risk and security.
• Acts as subject matter expert for branches; receives inquiries from various sources and provides support pertaining to branch operations policies and procedures; interprets policies and defines procedures for the resolution of operational inefficiencies affecting the bank’s customers and employees and ensures consistency with positive customer experiences.
• Assists in the evaluation of internal control effectiveness through monitoring, site visits, current policy adherence, procedures and regulatory requirements. Responsible for review and monitoring of internal monthly branch audit checklists. Works with leadership to correct deficiencies.
• Responsible for preparing departmental reports and timely distribution of said reports on a weekly/monthly/quarterly/annual basis.
• Assists with planning, scheduling and implementing new or changed procedures and systems, form changes, equipment changes and methodology of branch operations.
• Assists in gathering requested documents and information for audit requests and responses.
• Reviews departmental file maintenance and oversees the branches filing of their file maintenance reviews.
• Assists in training existing and new branch staff on operational tasks, systems, compliance, risk and audit responsibilities.
• Other duties as assigned.

KNOWLEDGE, SKILLS and ABILITIES (Required for this job.):

• 
  Five or more years of progressive branch operations, management and supervisory experience within the banking industry.
• Presents positive and professional image, and effectively collaborates with teams.
• Strong communication and analytical skills.
• Solid interpersonal skills, team oriented and strong customer service skills.
• Sound problem solving, decision making, critical and strategic thinking skills as well as strong attention to detail.
• Strong organizational and time management skills.
• Excellent customer service skills.
• Broad knowledge of banking operation practices, policies, products and applicable regulations.
• Strong technology skills, including proficiency with Microsoft Office Suite and banking software applications.

EDUCATION/EXPERIENCE REQUIREMENTS (minimum education and/or years of experience required to perform the job.):

• High school diploma or equivalent work experience.
• College degree or equivalent work experience.
• Advanced degree or equivalent experience).

Required Years of Work Experience: 5