Regional Operations Manager

Regional Operations Manager

The Regional Operations Manager oversees full-service branches in designated regions, ensuring consistent service quality, operational soundness, regulatory compliance, risk management, staff development, and branch performance. This position provides leadership and direction to Branch Service Officers and branch teams to accomplish the bank's strategic goals and objectives while upholding the bank's core values, core competencies, customer service standards, and compliance expectations. The Regional Operations Manager is expected to maintain advanced knowledge of branch operations, deposit regulations, risk controls, fraud prevention, customer service standards, product and fee disclosures, cash handling, account opening, consumer lending support, and applicable compliance requirements. This role ensures branch practices are accurate, consistent, well documented, audit ready, and aligned with bank policy, while supporting relationship development, operational improvement, and a strong team culture.

Duties and responsibilities:

• Lead the development and execution of consistent customer experience throughout assigned regional branches, ensuring prompt, friendly, professional service and communication that meets the standards established by Executive Leadership and the bank's Customer Service Standards.
• Collaborate with Compliance, Central Operations, and branch leadership to conduct periodic branch reviews for operational soundness, procedural adherence, audit readiness, regulatory compliance, risk controls, fraud prevention, and documentation quality. Create, review, and update procedures as needed to remain aligned with applicable rules, regulations, and bank standards.
• Provide strong leadership to ensure consistent performance throughout the branch system; communicate effectively with the Chief Operations Officer, Compliance, Central Operations, and other members of senior management regarding service, operational, staffing, compliance, and risk matters.
• Responsible for recruiting, training, coaching, mentoring, and developing Branch Service Officers and branch teams, including participation in hiring, onboarding, structured training, performance reviews/appraisals, career development plans, bench strength, and succession planning. Set goals, evaluate individual performance, and foster a culture characterized by teamwork, accountability, high morale, and professional conduct.
• Assist in the development, implementation, and support of new products, services, or programs for the bank through a collaborative and customer-focused approach, ensuring consistent service delivery, accurate product knowledge, compliant disclosures, and appropriate support through the branch system. Act as participant, member, or lead of select committees as needed.
• Partner with Branch Service Officers to plan, evaluate, and optimize branch staffing, operations, service delivery, cash handling controls, transaction accuracy, and workflow efficiency in a cost-effective manner.
• Provide day-to-day leadership and oversight to Branch Service Officers and branch teams in a manner that fulfills the mission and values of the bank and supports consistent application of policies, procedures, service standards, and compliance requirements.
• Recommend and implement appropriate team-building activities to promote a healthy, safe, productive and fun atmosphere for all employees.
• Motivate and lead assigned branches and their Branch Service Officer by setting, discussing and implementing personalized and individual expectations that help to accomplish strategic goals and objectives of the bank.
• Oversee and implement branch activities, performance guidelines, service goals, operational accuracy, relationship development, and retention efforts in support of the bank's strategic business plan for all market areas served.
• Work in partnership with the Market President to support production goals by deepening customer relationships through education, engagement, and appropriate product and service solutions that meet customer needs.
• Engage in routine dialogue with managers, staff, and specialty partners to encourage new ideas, identify operational improvements, support relationship growth through customer education and outreach, and promote positive change and continued development of branch and team members.
• Assist Branch Service Officers with the selection, placement, performance, development, promotion, corrective action, and termination of branch staff.
• Maintain expert knowledge of branch-related compliance requirements and operational controls, including BSA/AML/CIP, CTR and SAR escalation awareness, Regulation CC, Regulation E, Regulation DD/TISA, Regulation Z, OFAC, GLBA and privacy, UDAAP, fair lending considerations, information security, Bank Protection Act, FACT-Identity Theft, and applicable cash handling, account opening, lending support, KYC/EDD, and fraud prevention requirements. Ensure timely completion of required compliance training and support consistent branch application through coaching, review, escalation, and documentation.
• Monitor branch performance metrics, operational improvement initiatives, customer experience trends, risk indicators, fraud concerns, NSF decisioning practices, and strategic goals; escalate concerns to management, Compliance, or other appropriate departments as needed and perform special projects or other duties as directed by senior management.
• Serve as a resource for complex branch service and operational matters, including escalated customer situations, high-risk or high-value transactions within authority, wire and official check review, overrides, special handling requests, account ownership and authority questions, third-party access, powers of attorney, authorized signer changes, deposit holds, electronic funds transfer disputes, privacy incidents, and product or fee disclosure questions.

Performance standards:

• Provides excellent personal customer service to all internal and external clients by treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding organizational values; accepting responsibility for own actions.
• Adheres to all Company Policies, Rules & Procedures and Safety Regulations with an emphasis on the Code of Conduct and Employee Handbook.
• Applies good judgment in decision making, sees beyond immediate assignments, and acts on opportunities and problem areas.
• Demonstrates accuracy, attention to detail, documentation discipline, and consistent follow-through in service, operational, compliance, and risk management responsibilities.
• Performs position safely and reports potentially unsafe conditions.
• Is accessible to staff by cell phone and email while away from the office.
• Completes required compliance training and other assigned training within established timeframes.
• Required to participate in annual security training and fulfill your role in safeguarding the Bank's information systems and customer data including adhering to the clean desk standards.
• Manages projects as assigned to achieve objectives of the Bank's strategic plan and completes other duties as defined.

Skills and abilities required:

• Strong and practical knowledge of branch operations, deposit regulations, customer service standards, cash handling, account opening, consumer lending support, risk management, fraud prevention, and operational controls.
• Must be able to work within and foster a team environment, while effectively managing own workload and those of team.
• Expert knowledge of regulatory and compliance laws, procedures, and branch application, including BSA/AML/CIP, Regulation CC, Regulation E, Regulation DD/TISA, Regulation Z, OFAC, GLBA and privacy, UDAAP, fair lending, information security, and related documentation and escalation requirements.
• Familiarity with deposit products, bank services, product and fee disclosures, customer relationship development, and referral practices that educate customers about available services.
• Ability and availability to travel between branches, including extended travel and overnight stays, on a periodic basis.
• Excellent communication (written and oral) and organizational skills.
• Strong interpersonal skills and ability to develop rapport with people to provide quality service to teammates and customers, supporting the bank's commitment to a fun, professional, service-oriented working/business environment.
• Knowledge of the principles and practices of staff supervision and performance management and the ability to develop staff through coaching, training opportunities and mentorship.
• Ability to look and project a professional image.
• Demonstrate strong attention to detail.
• Ability to manage multiple priorities and achieve results according to company priority.

Education, training and experience:

• Successful completion of a high school diploma or GED.
• 7 - 10+ years related job experience as Branch Manager/Assistant Manager or Territory Leader or demonstrated leadership ability in an operations area related to Bank Operations.
• Functionality and operation of software programs (Microsoft Word, Excel, Navigator, Director, etc.) and ten-key calculator.
• Willingness to complete appropriate training workshops.

Working environment and conditions:

A. Physical Demands:

Lifting (up to 50 Pounds)

Sitting

Walking

Standing

Finger dexterity

B. Mental Demands:

Interaction with staff and customers

Act on own initiative

Work unsupervised to meet deadlines/demands

Problem-solving

May include extended periods of time at the computer terminal

Occasional overtime may be required