Job description
The Bank of Bird-in-Hand has an exciting opportunity for a Director of Retail Operations position.
Voted as one of the Best Places to Work 2022 by Central Penn Business Journal, come join a company culture of community and fellowship!
We offer a rich benefit package that includes 90% employer paid medical coverage for the employee, 100% employer paid long-term disability, affordable dental, vision, short-term disability, 1x annual salary for life insurance, and 401(k) with up to 4% company match. We have a generous PTO program, Tuition Reimbursement, Volunteer hours, and an Employee Assistance Program.
Director of Retail Operations
GENERAL RESPONSIBILITIES:
The Director of Retail Operations (DRO) reports to the Chief Credit Officer. The DRO directs and oversees bank performance through managing the marketing and retail delivery function of the bank. Promotes a service culture through coaching, guidance, and staff motivation. Establishes individual, department and branch performance standards. Ensures all bank and regulatory policies and procedures are followed consistently. Ensures that customer experience is aligned with strategic plan and brand/core values.
A strong ability regarding Strategic Planning for future and immediate growth is required. This is a highly visible position that charges the incumbent to adhere to and encourage the Bank’s company culture.
Management of all Fleet development, execution, and staffing. In addition, the position is also responsible for call center management. Marketing duties oversight include, but are not limited to; advertising, bank events, community involvement projects, and other special bank-related projects.
The Director of Retail Operations (DRO) reports to the Chief Credit Officer. The DRO directs and oversees bank performance through managing the marketing and retail delivery function of the bank. Promotes a service culture through coaching, guidance, and staff motivation. Establishes individual, department and branch performance standards. Ensures all bank and regulatory policies and procedures are followed consistently. Ensures that customer experience is aligned with strategic plan and brand/core values.
A strong ability regarding Strategic Planning for future and immediate growth is required. This is a highly visible position that charges the incumbent to adhere to and encourage the Bank’s company culture.
Management of all Fleet development, execution, and staffing. In addition, the position is also responsible for call center management. Marketing duties oversight include, but are not limited to; advertising, bank events, community involvement projects, and other special bank-related projects.
ESSENTIAL RESPONSIBILITIES:
Retail Operations
Marketing
- Responsible for setting and meeting goals within the Retail Deposit and Marketing Departments.
- Coaches, motivates, and develops managers within the Retail Department. Conducts employee performance evaluations of direct reports creating accountability through performance measurement against objectives, using the review process to build motivation and commitment.
- Provide guidance to direct reports in setting goals for their staff members.
- Ensures training and development of retail staff occurs on bank protocol, operational processes, policies, and procedures. Making certain all retail staff understand the role of relationship building the bank.
- Facilitate regular team meetings focused on service, product training, and exploring the customer’s needs.
- Responsible for assuring that the retail area is actively deepening customer relationships through positive customer exchanges.
- Develop strategies to achieve organizational goals.
- Management of all Mobile Units, including Bank staff oversight, location schedules, contracts, procurement of armed guards, and special event coordination.
- Management of call center and staff.
- Identifies process improvements related to Special Projects to senior management.
Marketing
- Oversight of Marketing efforts for special events, adverting, community relations.
- Partner with Director of Marketing to develop annual Marketing Plan.
- Secure event locations and seating.
- Ensure adherence to Truth in Lending policies and procedures.
- Participate in the development of the strategic plan to advance the bank's mission and to promote revenue, profitability, shareholder value, and company growth.
- Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness; ensure that the department and all personnel adhere to the same.
ADDITIONAL RESPONSIBILITIES:
Other duties as assigned.
MINIMUM QUALIFICATIONS:
- Four-year degree in business, economics, finance, or related field; or equivalent combination of education and experience.
- At least five years of senior management experience at a financial institution. Pertinent experience includes Retail Management.
- Have expert knowledge of Retail policies and procedures.
- Possess strong analytical skills, a strong work ethic, exceptional communication and leadership skills.
- Ability to foster respect and trust from key constituents to include staff, Vice Chairman, President and CEO, customers, shareholders, and the Board of Directors.
- Able to communicate effectively with different types of people and can effectively listen with empathy.
- Share the bank's management philosophy of effectively and efficiently operating a resource conscious community bank.
- Will confront problems as they arise. Actively seek information to understand the circumstances, problems, expectations, and needs to enable clear and timely decisions. Delegate appropriate decisions and responsibilities.
- Keep apprised of best practice industry trends, policies, procedures, and technology that may be integrated within the bank.
- Participate in professional development activities to expand knowledge, skills, and leadership competencies necessary to meet the growing demands of a public company operating within a highly regulated banking/financial services industry.
PHYSICAL/MENTAL REQUIREMENTS:
Physical Demands
The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Activity
- Climbing: Ability to climb stairs
- Stooping: Bending body downward and forward by bending spine at the waist.
- Kneeling. Bending legs at knee to come to a rest on knee or knees.
- Crouching. Bending the body downward and forward by bending leg(s) and spine.
- Reaching. Extending hand(s) and arm(s) in any direction.
- Standing. 15%-25% of sustained periods of time.
- Sitting: 75%-85% of sustained periods of time
- Walking. Moving about on foot to accomplish tasks
- Raising objects from a lower to a higher position or moving objects horizontally from position
- to-position.
- Fingering. Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling. Manipulating a keyboard
- Grasping. Applying pressure to an object with the fingers and palm.
- Feeling. Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
- Talking. Expressing or exchanging ideas by means of the spoken word. Ability to speak to other employees and customers on the telephone and in person.
- Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound. Ability to hear other employees and customers on the telephone and in person.
- Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.
- Body and motor skills sufficient to enable the incumbent to move from one office location to another
- Digital dexterity and eye/hand coordination in the operation of office equipment
Light work. Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Light to moderate lifting and carrying of coin, supplies, files, etc.
Visual Acuity
The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; reading. The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
Mental
- Secure supplies and files
- Capable of learning to use typical office equipment
- Performing simple to moderately complex mathematical calculations
Conditions
Typical office setting.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
The Bank of Bird-in-Hand provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
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