<p>GENERAL SUMMARY</p> <p>Supervises a team of Deposit Operations Officers that provide support to branches for operations related matters. Makes oneself available to resolve branch daily issues by answering inquiries regarding overall operations, including legal, compliance and policy/procedural questions, and provides decision-making guidance, as necessary. Leads the coordination, agenda setting, and delivery of the monthly Customer Service and Sales Manager calls. Understands the functions of systems used by the branches. Identifies, resolves, and/or escalates operational problems or concerns. Leads the periodic revision of existing policies and procedures that are focused on creating operational efficiencies and minimizing operational and compliance risk. Plans, organizes, and implements various small to moderate scope operations projects. Perform assigned tasks with minimal supervision.</p> <p>DIRECT REPORTS</p> <p>2-4 Deposit Operations Officers</p> <p>ESSENTIAL FUNCTIONS</p> <ul> <li>Answers branch or department inquiries on branch operations, policy/procedures, customer service, compliance, and training related issues. Analyzes and resolves any related procedural issues. Handles escalations from the team through resolution. </li><li>Works closely with Audit, Physical Security, Compliance and other support units to identify and recommend improvements to operational policies and procedures; develops and enforces appropriate policies and procedure changes. </li><li>Serves as an escalation point for operational, regulatory and/or risk issues and investigations. </li><li>Provides oversight and strategic planning for the Branch Review (Quality Assurance) Program, and the Callback Centralization Program to assess and document identified operational, and compliance risks, identifies operational deficiencies/weaknesses, reinforces established policies and procedures, and provides the necessary training. </li><li>Reviews branch audit reports and call logs to identify trends and develop solutions and training for the branches to address identified issues and/or gaps. </li><li>Coordinates and reviews the branch monthly certification process to ensure compliance and internal control. </li><li>Plans, coordinates, and participates as a speaker in the monthly Customer Service and Sales Manager (CSSM) Meeting and the monthly Regional Operations Officer Meeting. </li><li>Serves as subject matter expert while participating in conversion activities during new branch/closures/mergers/acquisitions by providing operational support as applicable. </li><li>Takes lead in conducting and implementing projects in conjunction with the Project Management Office. </li><li>Supervises and provides guidance to the team including writing annual performance evaluations and providing balanced feedback. </li></ul> <p>QUALIFICATIONS</p> <ul> <li> <p>Education: College degree with business classes preferred or equivalent experience required.</p> </li><li> <p>Experience:</p> </li><li> <p>5-7 years of deposit and/or branch operations experience, preferably in a back-office environment, required.</p> </li><li> <p>3 years of supervisory experience or leading a team.</p> </li><li> <p>Strong understanding of banking regulations and operational controls.</p> </li><li> <p>Has an in-depth understanding of the various systems used by the branch network.</p> </li><li> <p>Skills/Ability:</p> </li><li> <p>Ability to read and interpret complex regulations and provide written procedures that are easily understandable.</p> </li><li> <p>Must have excellent oral, written, and interpersonal communication skills and be able to communicate clearly at all levels.</p> </li><li> <p>Must be detailed oriented with excellent follow-through skills and the ability to function in a team environment.</p> </li><li> <p>Exercises good judgment when providing decision-making guidance that impacts both internal and external customers.</p> </li><li> <p>Must be committed to seeking opportunities for improvement and increasing efficiency.</p> </li><li> <p>Great quality and quantity of work, job knowledge, customer service skills, problem solving, and ability to work independently and demonstrate initiative in new assignments.</p> </li><li> <p>Bilingual (English and Mandarin or Cantonese) a plus.</p> </li></ul> <p>OTHER DETAILS</p> <p>$88K - $100K / year</p> <p>Pay determined based on job-related knowledge, skills, experience, and location.</p> <p>This position may be eligible for a discretionary bonus.</p>