Retail Operations Manager

Job Description

Retail Operations Manager provides direct, hands‑on support to branch teams to ensure smooth daily operations, compliance with regulatory requirements, and delivery of consistent, high‑quality service. This role focuses on maintaining operational readiness, resolving process challenges, and acting as the go‑to resource for branch staff on operational questions, core/technology use, and policy application. The Retail Operations Manager travels regularly to branches to conduct training, provide on‑site assistance, and ensure operational standards are met.

• Serves as the primary operational contact for branch bankers, assisting with policy interpretation, transaction troubleshooting, and procedural guidance.
• Support new branch openings, relocation, and closures by coordinating operational setup and readiness.
• Partner with retail leadership to ensure consistent execution of daily operational tasks across all locations.
• Ensures operational excellence by preparing banking centers for annual audits by directly conducting or overseeing mock audits at regular intervals.
• Conduct routine branch visits to monitor adherence to internal policies, audit requirements, and regulatory standards (BSA/AML, Reg CC, Reg E, etc.).
• Address and resolve compliance gaps promptly, providing follow‑up training and documentation.
• Ensure proper handling of cash management, security and operational procedures, and loss prevention measures.
• Provide one‑on‑one and group operational training for branch employees, focusing on new and existing policies and procedures, technology updates, and best practices.
• Mentor all retail bankers to ensure operational and compliance excellence.
• Serves as a subject matter expert for the core banking system, teller platform, and branch technology tools.
• Troubleshoot operational issues to identify and recommend process improvements to enhance branch efficiency and customer service.
• Responsible for all bank and market initiatives to eliminate exceptions, including:
  • Monitoring all Deposit, Compliance, and QC exception reports.
  • Ensuring bankers remedy Deposit, Compliance, and QC exceptions in a timely manner.
  • Coaching best practices to eliminate exceptions.
• Manages all key boxes for the assigned market and is responsible for adding new employees and deleting terminated employees.
• Responsible for managing each banking center's vendor contracts for the assigned market, including keeping a master list of contracts and reviewing contracts at time of renewal.
• Moderate to heavy travel required.

This position may directly manage one or more employees.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor's degree (B.

A.) from four‑year college or university; minimum eight to ten years banking and operations experience; or equivalent combination of education and experience.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision and ability to adjust focus.

The noise level in the work environment is usually moderate.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Know Your Rights