Banking Support Manager

Position Overview

The Banking Support Operations Manager oversees the daily operational performance of all banking offices, ensuring compliance with regulatory requirements, operational efficiency, strategic initiatives, and exceptional client experience. This role leads Service Assistant Managers and serves as a key resource for operational guidance, training, and best‑practice implementation. In addition, this individual partners with various leaders to implement policies, optimize workflows, and drive operational excellence across the organization.

Primary Duties and Responsibilities

• Operational Excellence:
  • Manage and monitor operational processes across banking offices, in conjunction with the Blachard Banking Center, to ensure accuracy, efficiency, and compliance.
  • Implement and enforce policies, procedures, and internal controls to mitigate risk. 
• Compliance & Risk Management:
  • Ensure adherence to all federal, state, and internal banking regulations.
  • Conduct audits and procedural reviews to identify gaps and implement efficiencies 
  • Proactively identify operational risks and implement mitigation strategies.
  • Ensure adherence to all regulatory requirements and internal policies. 
• Leadership & Support:
  • Serves as the leader for the Service Assistant Manager of all banking offices
  • Serves as a resource for operational issues, training, and best practices.
  • Provide coaching and guidance to improve operational performance and client experience.
  • Project support for the Operations Client Experience Manager
  • Foster a culture of accountability, collaboration, and client-centric service
    
• Process Improvement:
  • Analyze operational workflows and recommend enhancements to improve efficiency and reduce costs.
  • Lead initiatives to standardize processes across branches.
• Client Experience:
  • Partner with leadership to ensure seamless service delivery and resolution of escalated issues.
    
• Reporting & Metrics:
  • Track and report operational performance metrics to senior leadership.
  • Prepare documentation for audits and compliance reviews.
    
• Strategic Leadership:
  • Develop and execute operational strategies that support organizational goals and enhance office performance.
  • Collaborate with senior leadership for implementation of strategic direction and managing the planning, development, and leadership implementation of resources and initiatives for Service Assistant Managers, Banking Representatives, Client Banking Specialists, and Banking Support Specialists
    
• Performance Optimization:
  • Monitor key performance indicators (KPIs) for branches and develop action plans to address gaps.

1. Drive continuous improvement through data analysis and feedback loops.

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Qualifications

Experience & Education:

• Minimum 5 years of supervisory experience in banking operations, preferably overseeing multiple locations.
• Bachelor's degree in business, finance, or a related field, or equivalent experience.

Banking & Regulatory Expertise:

• Strong knowledge of