Senior Branch Operations Coordinator

Company: M&T Bank
Location: Baltimore
Posted on: January 13, 2021

Job Description:

Overview: Provides leadership and coaching to the branch team with the operations and service functions of the branch, including adherence to all security, reconciliation, monitoring and balancing policies and procedures. Leads by example in our branch customer experience through lobby management, transactions, and servicing for retail and business customers.Primary Responsibilities: * Maintain oversight responsibility for all branch operations (audits, KYC, fraud) as well as escalates risk related issues* Serve as work flow coordinator, creating schedules, attending operations meetings, monitoring branch operating cash (including ATM and teller drawer limits), reviewing teller cash counts, conducting sporadic counts and making recommendations for correction, and following-up with current gain/loss ticket documentation.* Conduct or assign daily huddles (a.m. or p.m.)* Develop, review and/or assign responsibility for daily schedule. Flex schedule based on needs of individual team members as well as needs of the business* Conduct observational coaching on operations activities* Model, coach and reinforce to execution of expected customer service behaviors and customer lobby experience* On-board new employees; orient to culture and operation model* Share knowledge to build expertise of employees to include operations, sales, customer experience, and digital resources* Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets.* Serve as customer service referral champion, coordinate branch promotions, ensure brand and merchandising standards are maintained, provide sales and service leadership to the team and ensure consistent execution of all activities.* Perform servicing and transaction duties.* Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.* Promote an environment that supports diversity and reflects the M&T Bank brand.* Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.* Complete other related duties as assigned.* Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.Scope of Responsibilities: The position is responsible for interacting with appropriate areas of the Bank to ensure branch-related operational issues are resolved efficiently and accurately. The position is responsible for providing exceptional service to branch customers and resolving routine customer problems in a timely manner. The position serves as leader and coach to the branch team and provides them guidance and direction on daily operational activities. The position works with their branch management regarding new hires and employee relations issues, and follows-up on related corrective action reports. It is important for the position to stay current on operational changes and demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity.Supervisory/ Managerial Responsibilities:Indirect team/operational leadershipEducation and Experience Required: High School Diploma or equivalent (GED) and a minimum of 2 years proven retail branch experience or proven customer service operations management experience.Proven ability to demonstrate exceptional customer serviceStrong organizational, time management and prioritization skillsAbility to interact with varying customers (consumer to small business) and to effectively handle difficult customer conversations.Education and Experience Preferred: Associate's DegreeNotary public licenseBilingual based on branch needsFundamental understanding of branch profitabilityPhysical Requirements: Ability to stand for long periods of timeProlonged use of hands and fingersAbility to lift light to heavy objects weighing 5lbs to 30lbsAbility to read fine printAbility to interact with customers in an open face-to-face work environmentLocationBaltimore, Maryland, United States of America

Keywords: M&T Bank, Baltimore , Senior Branch Operations Coordinator, Other , Baltimore, Maryland