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Company

Southern Bancorp · 1 day ago

Director Retail Branch Operational Excellence - Remote

United States

Full-time

Remote

Lead/Staff, Director/Executive

10+ years exp

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Responsibilities

Develop, implement, and monitor policies and procedures to ensure efficient and consistent operations across all retail branches.

Oversee the implementation of best practices in operational workflows, service delivery, and resource utilization.

Continuously assess and improve operational processes to enhance productivity and customer satisfaction.

Ensure full compliance with all banking regulations, laws, and industry standards, including but not limited to, anti-money laundering (AML), Know Your Customer (KYC), CTR, SAR and other regulatory requirements.

Manage risk identification and mitigation strategies related to retail branch operations, ensuring robust controls are in place and adhered to consistently.

Oversee the development and execution of internal branch audits, ensuring branch operations are compliant with internal policies and regulatory standards.

Lead the creation, review, and periodic updating of operational policies, procedures, and protocols for retail branches.

Ensure that all policies and procedures are aligned with the bank’s goals, regulatory requirements, and industry best practices.

Communicate changes in policy to branch leadership and staff, ensuring proper understanding and compliance.

Oversee the development and implementation of comprehensive training programs for branch staff, ensuring they have the knowledge and skills required to deliver high-quality service and comply with bank policies.

Regularly assess training needs and collaborate with HR (Learning and Development) to develop targeted educational programs and materials.

Provide ongoing coaching and support to Market Managers/Branch managers and staff to improve operational performance and adherence to policies.

Establish key performance indicators (KPIs) for branch operations, and regularly monitor performance against these metrics.

Conduct performance assessments and audits across branches, identifying areas for improvement and ensuring continuous operational excellence.

Prepare and present detailed performance reports to the Head of Retail Banking regularly, highlighting operational trends, risks, and achievements.

Lead and mentor branch managers, ensuring alignment with organizational goals and operational standards.

Collaborate with Head of Retail Banking to develop strategic initiatives aimed at improving branch operations and customer satisfaction.

Drive cross-functional collaboration with departments such as Internal Audit, Back Office Support, Risk, Compliance, HR, IT, and Marketing to ensure the effective execution of operational initiatives.

Ensure operational decisions & process improvements are aligned with enhancing the customer experience & maintaining elevated levels of customer satisfaction.

Work with branch managers and customer service teams and back-office support teams to resolve customer issues, ensuring smooth and efficient service delivery.

Qualification

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Risk ManagementComplianceBranch OperationsData AnalysisTraining DevelopmentPerformance MetricsBanking RegulationsOperational Systems KnowledgeRisk Compliance Certifications

Required

Bachelor’s degree in business administration, finance or related field required.

10+ years of experience in retail banking or financial services, with a minimum of five years in a leadership role managing operational excellence, compliance or risk management.

Proven track record in driving operational improvements, managing risk, and ensuring compliance in a retail banking environment or financial services.

Experience with branch operations, including the development and execution of policies, procedures, and training programs.

In-depth understanding of banking regulations, risk management practices, and compliance requirements.

Strong leadership skills with the ability to drive change, influence others, and build high-performing teams.

Exceptional problem-solving and critical thinking skills and the ability to think strategically and execute effectively.

Excellent communication, presentation, and interpersonal skills, with the ability to collaborate across functions and levels of the organization.

Strong knowledge of operational systems, technologies, and tools used in retail banking.

Ability to travel to various branch locations as needed. Must be able to operation a motor vehicle and maintain a valid driver’s license and auto insurance.

Preferred

Certifications: Risk management or compliance certifications (e.g., CRCM, CAMS) a plus. Applicant must be able to acquire certification within one year of service.

Experience: Previous experience in a large retail banking organization or financial institution is highly preferred.

Skills: Proficiency in data analysis, operational reporting, and performance metrics.