Area Operations Manager

Mechanics Bank is currently searching for an Area Operations Manager to join our team. Here at Mechanics Bank, we value connection, partnership, long term relationships and working together in person. This role will be working on-site.

In addition to fulfilling the role of a Branch Manager for a “hub” branch, the Area Operations Manager is responsible for the operational organization within the Retail Branches of a defined area. Provides supervision to operations staff within branch and operations area. Oversees all aspects of FTE budget, risk, operations and compliance, ensuring performance aligns with Bank’s goals and standards, while ethically supporting the financial needs of our customers. Fosters a high performance culture. Creates a strategic plan for the branch staff designed to mitigate risk, and meet goals and objectives set forth. Closely tracks and manages operational performance for areas and branches within the territory. Responsible for all human resource related responsibilities within their operational organization. Hires top talent and high potential candidates, develops employees, identifies and promotes top performers. Ensures team member development and quality of work is a top priority in the branches. Creates inspection processes in branches with the intent to observe performance and provide coaching. Collaborates with the sales management team to ethically support the financial needs of our customers and meet Bank objectives. Provides collaborative support of the production staff within the Region. Provides approvals and exceptions within stated authority for complex and potential high-risk transactions. Leads and supports key initiatives, projects and operational tasks within Retail Banking.

What you will do:

Management & Team Leadership

• •Manages a Retail Branch office as well as a designated group of branches (area) and is responsible for overall performance including achievement of operational and service goals. Develops and implements strategies to achieve objectives. Drives team performance to achieve goals through huddles, meetings, coaching, direction and leading by example.
• •Manages and provides leadership to branch supervisors and employees, and branch management within the operations area. Ensures members of branch management achieve superior results in human resource management, including hiring and performance management results within the area. Leads members of branch management to coach and develop the employees in their area.
• •Develops and executes branch and area strategic plan including customer retention, employee development and retention, succession planning, branch efficiency, and operational soundness.
• •Coaches staff for improved performance, conducts performance reviews and develops individual performance goals.
• •Hires and develops quality staff ensuring proper skills and staffing levels to ensure the highest level of customer service. Quickly resolves issues of non-performance delivering disciplinary actions including termination.
• •Manages budgeting and forecasting for the branch.
• •Manages FTE for defined area. Works with local management to redeploy staffing resources for maximum FTE efficiency and positive customer experience.

Branch & Area Operations

• •Performs periodic inspection of branch operational tasks on site and remotely. Provides review and approval of branch periodic certifications and other operational tasks and reports. Ongoing monitoring of Retail operations reporting for all branches within the area. Regularly visits the branches with the intent to observe branch performance, complete operational task review and coach members of the operations staff.
• •Manages the compliance and operations functions of all branches within assigned area. Sets priorities for branch operations, identifies and analyzes operating issues, solves operational issues and provides input for improvement in processes and procedures.
• •Manages a Retail Branch office and defined operations area. Is responsible for overall performance including achievement of operational and service goals. Implements strategies to manage risk, develops employees and provides exemplary customer service. Drives team performance through huddles, meetings, coaching, direction and leading by example. Personally performs operational tasks according to policies and procedures. Provides approvals for high-risk transactions and for operational exceptions within the area.
• •Leads the implementation of new programs, products and processes within the branch.Identifies emerging issues and trends to inform decision making.
• •Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• •Provides comprehensive deposit services to individuals, fiduciary, and small businesses in a Retail branch. Opens and closes customer accounts including checking, savings, money markets, certificates of deposit, and IRAs.Ensures all new account documentation is obtained, reviewed, and stored per bank policy.
• •Assists customers with account maintenance, online banking, mobile banking, and other complex account issues. Resolves concerns presented by customers.
• •Performs routine teller transactions, wire transfers, and works directly with customers. Accepts, verifies, and processes basic to more complex customer transactions. Ensures appropriate assignment of ATM servicing and cash ordering, may assume these duties.
• •Reviews customer transactions for red flags and fraudulent items. Maintains an awareness of criminal scams used against banking customers.
• •Supports Operations Managers in the execution of Retail’s operational soundness strategy. Serves as a subject matter expert in the review of Retail policies and procedures in PolicyTech.

Customer Experience

• •Fosters a customer-centric culture within the branch. Addresses customer inquiries, concerns, and escalations promptly. Implements strategies to enhance customer satisfaction and loyalty.
• •Responsible for overseeing efficient lobby management and building a trusting branch experience for customers.
• •Assists customers with account servicing needs and resolves difficult customer issues with diplomacy.
• •Demonstrates high levels of professionalism, efficiency and customer advocacy throughout the area resolving customer issues that cannot be resolved at the branch or where another level of authority is required for recovery.
• •Effectively interviews and profiles new and existing customers to recommend appropriate banking products and services. Promotes the full range of deposit treasury management, and lending products and services that best meets the customer’s needs.
• •Establishes and maintains relationships with current and potential customers in anticipation of increasing deposits and fee income from the sale of bank products.
• •Provides exemplary customer service both in person and over the phone. Represents the Bank to the customer both in conduct and attire in a courteous and professional manner. Responds to inquiries accurately, promptly, and efficiently.

Travel Required: 10-20%

Who you are:

• •High School or GED required.
• •4 Year / Bachelors Degree preferred.
• •Additional experience may be considered in lieu of degree.
• •7 years banking experience with an emphasis in Operations required.
• •3 years management experience required.
• •Notary License preferred.
• •Leadership ability to supervise and direct subordinate employees, and to provide coaching and development.
• •Skilled in dealing with customer issues in challenging situations.
• •Attention to detail and accuracy. Ability to meet deadlines.
• •Excellent organizational skills to direct workflow, balance assignments, and provide consistent scheduling to ensure complete office coverage.
• •Skilled in balancing risk management.
• •Thorough knowledge of Retail office operations, including complex transactions, Bank policy and procedures, and Risk Management policies.
• •Ability to assess Ret