Operations Supervisor- Co-op City at Apple Bank in Bronx, NY

Job description

• The Operations Supervisor leads the day-to-day activities of the branch Teller-Unit, modeling the highest level of customer service, while processing transactions and resolving potential client issues. The incumbent delegates work assignments and provides coaching and instruction to staff, ensuring the timely and efficient completion of all client transactions in accordance with Apple Bank’s policies and procedures. The Operations Supervisor leads the Teller staff by assisting the Branch Manager in conducting performance appraisals, coaching/mentoring employees, and training new Teller hires. The Supervisor is also responsible for motivating Tellers to reach and exceed their individual and team goals.

Responsibilities

• Lead Teller-Unit activities by motivating staff to provide superior customer service, while performing routine banking and client service duties.
• Oversee Teller sales and service goals while balancing operational duties to ensure transactions are being handled accurately and efficiently.
• Manage work schedules and assign tasks as needed throughout the workday.
• Train new Tellers to ensure procedures are understood and executed properly.
• Oversee daily operations by processing routine banking transactions and helping Tellers resolve complex customer issues and complaints; provides prompt, courteous, and efficient service to clients at all times.
• Perform cash management duties including the monitoring of the branch’s reserve cash; distribute, and collect cash from Tellers, handling all daily settlements; conduct monthly Teller cash audits, maintain records of all differences, and assist with the location/resolution of errors.
• Respond to immediate sales and service needs of the branch to reduce customer waiting time.
• Offer additional bank products and services by determining customer needs and informing them of new products/services or direct them to the appropriate personnel within the branch.
• Ensure Teller-Unit staff actively participates in the referral of suitable bank products/services.
• Conduct performance reviews utilizing objective, behavioral descriptions and outlines clear standards, goals, and responsibilities.
• Interview potential new hires and assist Branch Management with the selection of Teller staff.
• Ensure employees are in compliance with Federal regulations and procedures, including but not limited to: Anti-Money Laundering (AML), Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.
• Ensure the development of branch personnel through cross training on Teller duties and responsibilities.
• Assist in the opening and closing of cash vault.
• Conduct the proving of ATMs.
• Provides Tellers with transaction approvals when necessary.
• Performs Teller duties when necessary.
• Adhere to Apple Bank’s Code of Conduct.
• Perform additional duties as requested.

Requirements

• High school diploma or GED required; Bachelor’s degree preferred.
• 4+ years of experience in customer service or bank operations.
• Prior bank supervisory experience required.
• Must have ability to motivate, train, develop, and evaluate staff.
• Demonstrates analytical, organizational and accuracy skills.
• Excellent communication (verbal + written) and interpersonal skills.
• Possesses strong computer skills.
• Maintain detailed knowledge of internal policies and procedures.
• Exhibit courteous and friendly behavior.
• Deep understanding of banking floor operations, policies, and procedures and possesses a thorough knowledge of various Bank products and services.
• Ability to compute basic to moderately complex mathematical calculations.
• Weekend work and extended hours or substituting at neighboring branch locations is required.
• Must be a team player.
• Mandatory training may require occasional travel.

Skills

Required

• Strong computer skills
• Courteous and friendly behavior
• Team player