Operations Manager

Fond du Lac Office
Full-Time

Summary

Under supervision by management, but in accordance with established policies and procedures, supervises the daily activities of the Fond du Lac North and South Main Street Customer Service staff. Manages the efficient operation of the Fond du Lac S. Main lobby and drive-up teller areas and North Main customer-facing staff.  Ensures that customers are served promptly and that the department balances each business day, including Vault operations.  Utilizes knowledge and experience in exercising discretion and independent judgement in resolving problems and answering questions.

Essential Functions and Responsibilities

  • Coordinates the activities of the teller operations area by assigning work, answering questions, solving problems, helping with complex transactions and sensitive customer relations problems and explaining policies and procedures to customers.
  • Supervises, trains, schedules, assigns work to, and reviews job performance of direct and in-direct reports; makes recommendations in regard to staffing decisions including hiring and compensation.
    • Communicates changes to policies, procedures and products to branch personnel as necessary and ensures changes in procedures are executed as applicable.
    • Works with Festival Operations Manager to fulfill scheduling demands  relative to extended hours including evening and weekend coverage.
    • Evaluates and discusses job performance with employees and when necessary, executes performance improvement plans and/or other corrective actions for branch personnel.
  • Ensures that each teller and teller operations unit balances each business day.
  • Conducts regular staff meetings to explain new ideas, changes in policy and procedures, and review concerns.
  • Leads branch-wide teller meetings in coordination with other Operations Managers, Regional Operations Leaders and supervisors including establishing an agenda and talking points for meeting.
  • Recommends and administers policies and procedures to be utilized in the department. Identifies and makes recommendations to management concerning possible procedural changes to execute process improvements, enhance the quality of customer service, meet changing regulatory demands and create efficiencies.
  • Ensures that the bank is using the most appropriate options and versions offered in teller software (TI) by facilitating software upgrade reviews with appropriate personnel including departmental managers, regional operations leads, experienced tellers, supervisor and others as needed. Works with Service Desk and FIS to complete distribution of software.
  • Coordinates purchase of Teller equipment across the branch network as directed by supervisor.
  • Fulfills all duties under Teller Job Description when working as a Teller to accommodate staffing demands.
  • Performs other duties as needed or assigned, including but not limited to projects, switchboard, vault, ATM servicing and balancing.

Skills & Education

  • Ability to be mobile in order to answer employee and customer questions and visit Fond du Lac branch offices.
  • Ability to supervise multiple employees and effectively answer questions and resolve problems.Ability to provide guidance and influence direct reports to help strengthen knowledge and skills.
  • Ability to make critical decisions while following company procedures.
  • Ability to effectively present information to aid in decision making or in securing approval for procedural changes.
  • Demonstrated organizational skills with the ability to follow a systematic method for maintaining order across multiple locations, with varying needs.
  • Demonstrated ability to communicate effectively in written or verbal exchanges.
  • A thorough knowledge of teller equipment, software, procedures and operations to answer questions and resolve problems.
  • Interpersonal skills to represent the bank in a positive and professional way in dealing with customer and employee interactions.
  • Ability to operate PC with Microsoft Word, Excel, and Outlook software and other standard office equipment, including a calculator, copier/scanner, fax machine and other equipment as assigned.

Working Conditions

  • Length of work day is unpredictable.May be required to work long hours to close the work day due to computer failure, unusually heavy customer flow, staffing limitation or extended work day of Festival Office.
  • Stand for long periods of time (majority of the day), and occasional bending and lifting to move items and other assigned duties.

Training and Preparation

  • High school diploma or equivalent required.Associate or Bachelor degree in business or other related field preferred.
  • 2+years of increasing responsible experience in the teller area.
  • Prior banking or similar customer service and process experience preferred.
  • Prior people management experience is a plus.

Apply Online

OR

Send Cover Letters and Résumés to:

Human Resources
National Exchange Bank & Trust
P.O. Box 988
Fond du Lac, WI 54936-0988

If you are interested in more information, please e-mail us or call us at (920) 921-7700.

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We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions.

National Exchange Bank & Trust is an equal opportunity employer of minorities, women, protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status of protected veteran, or status as an individual with a disability.

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