Retail & Operations Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.

Retail & Operations Manager

Location: Smyrna, TN

If you’re looking for a career where purpose meets opportunity, and where your contributions truly make a difference, Wilson Bank & Trust is the place for you.

ABOUT US

Working at Wilson Bank & Trust means joining a purpose-driven organization where community impact and professional growth go hand in hand. The commitment to serving communities is matched by dedication to supporting employees—through recognition, rewards, and opportunities to grow. Inside our walls, you’ll find a workplace that reflects the same trusted reputation we’ve built since the beginning. Collaboration and servant leadership are at the heart of everything we do, creating an environment where talent is valued and service is elevated. Your voice matters here—feedback drives decisions on workplace flexibility, transparency, and strategic priorities.

ABOUT THE POSITION

Be the Face of Our Legacy

Imagine starting your day in one of our 32 office locations, greeting neighbors who soon become more than customers—they become part of your story. In a Retail role, you’re the trusted face of Wilson Bank & Trust, building relationships that last for generations. You’ll know the “regulars” by name, and they’ll know you as “their banker”, the person they turn to for life’s most important financial decisions. Over time, your career grows alongside theirs—you’ll teach the next generation of bankers while still cheering on the families you’ve served for years. This isn’t just a job; it’s a chance to become a cornerstone in your community and a lifelong partner in people’s financial journeys.

Position Summary

The Retail & Operations Manager I is responsible for monitoring and coaching branch performance to include goals, compliance, sales and service levels, staffing and employee relations, and being a champion for change. This position serves as a liaison to Accounting, Deposits, Regulatory, Training, Sales, Marketing, Human Resources, and Regional Presidents using benchmarks determined by Executive Management to achieve the bank’s overall focus and performance level. The Retail & Operations Manager I reports to the Chief Experience Officer and provides excellent service and support to team members and customers while demonstrating the Company’s values and supporting the mission.

Position Duties & Responsibilities

• Develop working action plans for branches or team members including specific touch points to monitor progress
• Supervise, train, and mentor staff.  Identify professional development opportunities and provide performance feedback on an ongoing basis. Provide or coordinate one-on-one training for team members as needed.
• Communicate updates to policy or procedures as needed. Conduct monthly virtual meetings with branch managers to review audit results, market trends, etc.
• Authorize certain approvals including check card limits, wires, and deposit rates. Sign off on policy deviations for deposit account decisions. 
• Monitor all types of exceptions for problem areas and work to determine methods to prevent
• Review and coach on branch audit findings to reduce repeat findings
• Monitor and address teller and branch cash totals and outages
• Facilitate timely clearing of unposted items
• Monitor frequency of teller drawer and vault audits
• Review sales vs target with branch management. Assist in determining root cause of deficit and develop working action plans
• Address audit findings and partner with Learning & Development to facilitate appropriate training as needed
• Collaborate with Learning & Development to deepen product knowledge and increase referrals
• Attend branch huddles on a regular basis
• Champion new campaigns and coach branch sales managers on how to promote and recognize opportunities in the market such as referrals, cross-sales, etc.
• Review any service metrics and partner with branch manager and Learning & Development for those needing improvement
• Review closed account trends and make recommendations as appropriate     
• Coach team members on handling escalated customer concerns in a timely and accurate manner
• Collaborate with Customer Experience team to identify opportunities for growth within current customer base or market
• Review all market mystery shops and follow up with customers who leave specific feedback
• Manage new branch openings
• Manage the Region’s Floaters and Business Bankers
• Partner with Learning & Development to confirm all required training has been completed

• Analyze staffing needs for each branch.  Assist managers in staff management utilizing staffing model and floating staff.
• Conduct initial applicant interviews for branch staff, excluding lenders
• Provide new team member touch points: Schedule one-on-one sessions throughout training to evaluate understanding.  Meet with new team members to observe interactions and answer any questions they may have.
• Confirm team member performance appraisals are completed on a timely basis
• Partner with Human Resources regarding staffing needs and employee matters
• Manage vacation schedules and time off approvals

• Adhere to compliance with all federal bank regulations and laws, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, participating in professional associations, and attending bank-sponsored or required training
• Participate in outside community activities as required
• Perform other duties as assigned

Required Qualifications

• High School diploma or GED
• 3 years of retail banking experience, previous lending experience preferred
• 3 years of supervisory or leadership experience

• Proficient with Microsoft Office and other standard software applications

• Effective verbal and written communication skills to include public speaking
• Excellent interpersonal, critical thinking and problem-solving skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Demonstrate flexible and efficient time management and ability to prioritize workload
• Ability and willingness to work with purpose and a strong sense of urgency
• Self-starter, positive and enthusiastic, with a desire to exceed expectations and ability to lead a team
• Maintain a professional demeanor at all times, using appropriate levels of confidentiality and discretion
• Ability to effectively work in collaboration with others to achieve business objectives
• Willing to grow and be challenged

COMPREHENSIVE BENEFITS & RECOGNITION
We believe success should be acknowledged and celebrated. That’s why we offer an all-inclusive total compensation package, including generous ATO, personal days, sick time, along with unique offerings such as the ability to combine accrued time with short-term disability for 100% pay, and more. Our Employee Assistance Program and Employee Care Fund provide additional support when you need it most. We celebrate achievements through peer-nominated award ceremonies and an interactive digital rewards platform, ensuring employees’ contributions are recognized companywide.

GROW WITH US

“Grow With Us” is more than a slogan—it’s an invitation. Whether partnering with local schools to teach the next generation hands-on financial life lessons through School Bank, exploring diverse career paths through our Banker AcademyProgram, or investing in yourself through our Employee Stock Purchase program, you’ll find opportunities tailored to your interests and ambitions while working for WBT. We invest heavily in development through mentorships, workshops, banking schools, and certifications because when our people grow, our customers thrive.