Retail Operations Manager

The Merchants & Marine Bank (MMB) Retail Operations Manager oversees all aspects of the MMB retail operations. This individual supports the Bank's mission and strategic objectives by providing consistent procedural and service quality training as well as providing system reports for appropriate levels of tracking to monitor and improve operating efficiency.

The MMB Retail Operations Manager also provides input and guidance as system improvements are made or considered and provides targeted training and support during these upgrades. This position serves as a support role to improve customer experience, improve operational efficiencies, and enhance overall product offerings.

Duties and Responsibilities

• Assists with all aspects of branch operations as needed under the general direction of the

MMB SVP - Retail Banking.

• Facilitate operational & technical training for brand level train the trainer on all retail systems.
• Provides branch audit support/training. Provides training on all retail procedures for brand-level trainers.
• Responsible to coach and mentor Retail Bank Operation Managers in concert with Retail Bank Managers.
• Recommends refresher training for MMB Retail Operations team members and facilitates ongoing procedure training to brand level trainers, which support the overall Retail Operations training program.
• RBM/RBSM/Trainer resources for training all MMB Retail positions. Active participation in all RBM/RBSM meetings, training sessions, etc.
• Provides branch outage/balance support and trains branch staff on finding outages. Assist in managing brand over/short policy and procedures to include conducting external audits when necessary.
• Leads the MMB project team, including team development, and collaborates with COR on implementation efforts.
• Assist with updates to the MMB Retail SharePoint page.
• Oversee various aspects of daily Retail Operations, including but not limited to daily cash ordering and reconcilement, coordinating resolution of teller balancing problems and RB tickler systems.
• Serves as a subject matter expert and resource for Retail associates for the MMB Retail policies, procedures and operating systems as well as analyzing various aspects of operations through development of system queries and reports. Works closely with COR Retail Administration.
• Embrace Retail growth and performance objectives while encouraging Retail Mission, Vision and Core Values
• Work closely with SVP - Retail Banking in annual, semi-annual strategic planning sessions as well as quarterly tactical meetings.
• All other duties and responsibilities as assigned.
• Bachelor's Degree in Finance, Business Administration, or related field preferred. High School diploma required.
• Minimum 5 years' banking experience or comparable bank technology experience, to include retail operations/technology experience.
• Must be proficient with existing MMB Core System and Retail Delivery Systems, including Premier Navigator, Teller Insight, Business Process Manager and Director
• Minimum 2 years of training or class facilitation experience preferred.
• Exhibited exceptional customer service, interpersonal, and communication skills.
• Must possess excellent computer skills, with proficiency in Microsoft Office products, particularly Excel.
• Ability to work independently with strong time management, teamwork, organization, problem-solving & project management skills.
• Must possess exceptional time management skills and can organize, prioritize, and perform multiple tasks simultaneously.

Working Conditions

• While performing the duties of this job, the employee is regularly required to remain in a stationary position, primarily at a desk. The work environment is typically located indoors but may have infrequent occasions to work outdoors. Some travel may be necessary to other businesses and branch locations.
• The employee is frequently required to operate a computer, printer, copy machine, calculator, telephone, and/or other office equipment.
• The employee frequently exchanges information with others and must be able to do so in an effective manner. Must have the ability to communicate clearly and effectively, both verbally and in writing, and across a variety of audiences.
• The employee may frequently move items up to 20 pounds and occasionally move items up to 25 pounds.
• The employee may frequently reach for files, books, and similar items in high or low places and must have the ability to bend, stoop, or reach.
• They typical schedule is 40 hours per week, Monday through Friday. Overtime or extended hours may be occasionally required.