Job Description

The Senior Bank Operations Manager is responsible for overseeing the efficient and effective management of the bank's day-to-day operational processes and systems. This leadership role ensures compliance with regulatory standards, enhances operational performance, and drives strategic initiatives to improve customer satisfaction and operational efficiency.

Essential Duties and Responsibilities:

Operational Leadership

• Manage and supervise daily banking operations, including account services, transaction processing and back-office
• Develop and implement operational policies, procedures, and workflows to enhance efficiency and accuracy
• Identify and mitigate operational risk while ensuring compliance with internal policies and external regulations

Team Management

• Lead, mentor, and develop a team of operation staff to foster a high-performing and collaborative work environment
• Set clear performance expectations, conduct regular performance reviews, and provide ongoing feedback and training

Customer Service and Dispute Resolution

• Oversee service delivery to ensure seamless customer interactions and prompt resolution of operational issues.
• Develop strategies to enhance customer satisfaction and retention through efficient service delivery
• Develop and maintain customer service standards and procedures
• Work closely with the Deposit Operations team and Treasury Management team to streamline processes and improve overall performance.
• Foster collaboration and communication among different departments to achieve common goals.
• Manage Customer Service Staff

· Quality Assurance

• Conduct regular quality assurance reviews to ensure compliance with regulatory requirements and service standards for Retail Operations
• Implement corrective actions as needed to address deficiencies.

Policies and Procedures:

• Develop, review, and update bank policies and procedures to ensure compliance with regulations and industry best practices for area of responsibility.
• Communicate changes to relevant staff and ensure understanding and adherence.

Strategic Planning

• Work with senior leadership to develop and execute operational strategies that align with the bank’s overall business goals.
• Monitor key performance indicators (KPIs) and prepare regular reports on operational efficiency, productivity, and performance metrics.

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