Retail Operations Manager

Mountain Pacific BankEverett, WA, US

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Job Description

Mountain Pacific Bank is looking for a full-time Retail Operations Manager to join our team.

Recognized by the Independent Community Bankers Association (ICBA) as one of the Best Community Banks to Work Fo r, Mountain Pacific Bank is committed to fostering a positive work environment, providing opportunities for professional development, and promoting a culture of inclusion, empowerment, and community engagement.

Started by 17 local business and outstanding community leaders, Mountain Pacific Bank is a Community Bank dedicated to serving Whatcom, Skagit, Snohomish, and King Counties. An equally important part of our plan is to reinvest in the community with resources, time and talents.

Your Role

The Retail Operations Manager provides leadership, direction, and guidance to the Customer Service Managers to ensure operational soundness, efficiency, and exceptional customer service. This position evaluates retail operational processes and procedures and ensures they are appropriate, compliant, standardized, and executed consistently across the branches. The role will also involve partnering with the Retail Banking Manager to lead the execution of all retail objectives and initiatives to achieve service, sales, profitability, and operational excellence in accordance with Mountain Pacific bank’s Mission, Vision, and Values.

Essential Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Provides guidance and support to Customer Service Managers and their teams to achieve organizational goals and deliver exceptional customer service.
Monitors and analyzes operational performance, identifying areas for improvement and implementing solutions to achieve operational excellence.
Ensures that regular skills training, coaching, and mentoring are carried out consistently and effectively across all branches, enhancing the skills and knowledge of the Retail Banking team. Identifies gaps in service standards and works to close those gaps.
Responsible for satisfactory audits. Ensures accuracy and timely completion of said audits, certifications, compliance, and reporting. Addresses and resolves audit, security, and compliance issues and / or concerns in a timely manner. Acts as a liaison between branch and support departments.
Maintains a comprehensive knowledge of products and services, operational policies and procedures, and federal and state laws / regulations pertaining to compliance and branch operations.
Promotes a service culture of high performance and continuous improvement that values learning and a commitment to quality.
Works with branches to analyze, understand, investigate and resolve issues and complaints with varying degrees of complexity escalated through various channels within the Bank.
Ensures compliance with regulatory requirements and internal policies to mitigate risks.
Partners with branch leadership to ensure timely, legal, compliant, and accurate review of originated deposit and loan accounts, changes to deposit and loan accounts, and set-up and maintenance of Customer Information Files.
Works with Retail Banking Manager to develop and approve new and updated assigned policies, procedures and job aids within scope of managed areas.
Collaborates with business partners in reviewing and making improvements to bank system policies, internal controls, and standard operating procedures.
Provides direction and support to retail for daily functions within the department; and provides hands-on assistance within the department as needed.
Assists with performing personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment.
Maintains effective, positive relationships with Customer Service Managers and other staff through consistent in-branch visits, phone calls and email correspondence. Communicates regularly with CSMs about the Bank’s strategic vision and promotes ways to differentiate the Bank’s service standards from competitors.
Represents the Bank in the local community through involvement in professional organizations and activities, and by attending civic and community group meetings and events.
Performs other related duties as assigned.

What You'll Bring

Creates a positive working environment that facilitates exceptional customer service, expanding customer relationships, profitability, and employee engagement.

Effective leadership and managerial skills. Must be able to manage and develop a team, keeping them engaged and motivated.

Demonstrated skills in strategic planning; ability to plan department or Bank activities, and initiative to organize various functions necessary to accomplish department or Bank activities.

Excellent written and verbal communication skills. Understanding of effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Advanced knowledge of all retail job functions, paying / receiving, operations, branch certifications, and in-depth working knowledge of all retail products and services, accounts, and legal documentation.

Ability to manage multiple assignments, projects, groups, or activities, making effective judgments on prioritization and time allocation.

Ability to work well both independently and collectively within a team environment.

Ability to make decisions, resolve conflict, research, and solve problems.

Proficient knowledge and use of MS Office products (Word, Excel, Outlook); and working knowledge of financial services industry core processing and automated banking systems, with the ability to learn and adapt to new technologies quickly.

Required Education and Experience

High School Diploma. Bachelor’s degree in a related field preferred.

10+ years of retail banking experience.

5+ years of management experience.

Physical Demands

While performing the duties of this job, the employee is constantly required to remain in a stationary position and operate a computer and other office productivity machinery, such as a multi-line telephone, copy machine, scanner, fax, and computer printer. The employee needs to frequently communicate with internal and external contacts and move about inside the office to access file cabinets, office machinery, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

Climate controlled business office environment.

Ability to work in artificial light for extended periods of time.

Noise level is usually moderate.

Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent interruptions during the day.

This is a full-time, in-person position : Monday through Friday; 40 hours per week.

Work requires regular attendance, punctuality, and adherence to agreed-upon schedule with willingness to work a flexible and / or rotating schedule and / or extended hours, as needed.

Travel Required

Minimal (5%-10%) local, non-overnight travel.

Other Duties

The above job description is not intended as an all-inclusive list of the essential functions which the individual will be required to perform. The individual may be required to perform other reasonable business-related duties and tasks, as assigned, at the discretion of management. Mountain Pacific Bank reserves the right to change or modify this job description, as needed, at any time, with or without notice. This job description does not constitute a written or implied contract of employment or otherwise modify the terminable at will employment relationship.

Mountain Pacific Bank is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to : veteran status, uniform service member status, race, color, age, religion, sex, national origin, physical or mental disability or any other protected class under federal, state or local law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type : Full-time in person

Pay : $72,000 - $109,000

Benefits :

Bonus Opportunity (based on company and individual performance)

401(k) with matching contribution

Comprehensive medical, dental, and vision insurance with 100% of employee base premiums covered.

Healthcare and Dependent Care Flexible Spending Account

Minimum of 10 paid vacation days per year

with minimum of 15 paid vacation days after 1 year of employment.

2 additional PTO days annually

11 paid holidays

8 hours of paid sick time per month

Paid Life, AD&D, and Long-Term Disability insurance

Employee assistance program

Referral program

Tuition reimbursement

Mountain Pacific Bank account and loan perks

pro-rated from start date and / or hours worked

granted every January 1st

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