The Role
Manage and improve branch operations across a division: lead change initiatives, conduct operational assessments, coach branch staff, resolve complex branch/customer issues, partner on HR, AML/BSA, IT, security and branch lifecycle activities, and support compliance reporting and training.
Summary Generated by Built In
Job Summary & Responsibilities Preferred Qualifications
Responsibilities include but are not limited to:
- Leads transformational change such as technology upgrades, product updates, digital and self-service options in the branch by ensuring team member readiness via onsite or virtual communications, skill development and reinforcement.
- Partners with Senior Division Operations Manager (SDOM) to assist with functions of the division, including staffing and managing employee issues related to non-sales activities.
- Analyze existing processes and recommend new or updated processes, procedures and/or solutions with detailed reasoning and planning that will lower cost and maximize team efficiency.
- Is the Subject Matter Expert and applies critical thinking skills to assess and resolve complex branch and customer issues.
- Conduct branch operational assessments and identify exceptions. In cooperation with SDOM, create plan for remediation. Coach branch management and staff in developing processes to ensure operational integrity.
- Through branch visits, observe and evaluate customer interactions and provide observation and feedback to ensure high customer service levels.
- Provide training and mentorship and identifying candidates for career progression.
- Conduct Service Excellence Manager meetings, with the support and guidance of the SDOM to disseminate and discuss new and revised initiatives in operations, sales, service and compliance. Actively contribute to branch and division sales and service meetings.
- Conducts research to address customer complaints and assists in suggesting course of action. Effectively balances customer satisfaction to risk.
- Partners with SDOM to provide feedback and guidance on branch HR issues, including employee disputes, performance issues, correction active and terminations.
- Act as liaison between branches and back office departments including: legal, deposit operations, AML and Retail Banking.
- Assist the SDOM to implement the opening, relocating, and closing of branches.
- Act as the liaison to seek resolution of significant branch cash differences and general ledger situations. In collaboration with Corporate Secu and HR, conduct research regarding targeted issues, such as disaapearance of cash, false proofs and unresolved general ledger differences. Assist Coproate Security by providing post branch robbery support.
- Prepare Incident Reports regarding customer fraud and losses. Provide guidance for resolution, employee coaching and policy revisions.
- When identified, report unusual customer and employee activity under AML/BSA guidelines.
- Partner with management on escalation and resolution of branch I.T. and facility issues. Review Everything Speaks submissions.
- Review and approve branch reports and SOX certifications on the RBME portal.
- Partner with management to oversee and field questions around branch daily large overdraft decisioning, non-post processing and branch cash management.
- Accept and execute other duties and responsibilities as assigned, to include special projects, ad-hoc committees, etc.
Required Skills:
- Strong business acumen.
- Ability to manage multiple priorities and meet deadlines.
- Ability to make sound business decisions in a fast-paced work environment.
- Strong lorganizational and interpersonal skills.
- Ability to leverage critical thinking skills to analyze and solve problems.
- Ability to present a confident and professional demeanor to establish trust and convey knowledge.
- Excellent level of knowledge of general banking practices, regulations and Valley procedures.
- Ability to read, analyze, and interpret general business periodicals, reports, professional journals, technical procedures, or governmental regulations. Ability to interpret report results and formulate changes or improvements in response to results. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, customers and staff.
- Ability to effectively present information in one-on-one and group situations.
- Intermediate PC skills including Microsoft Word, Excel, PowerPoint.
- Highly developed organizational skills and attention to detail.
Required Experience:
- High School Diploma or GED.
- Minimum of 5 years of related experience in branch account opening and/or platform, branch management development experience.
Preferred Experience:
- Bachelor's Degree.
- Prior experience in Retail banking credit union, or other financial institution.
Skills Required
- High School Diploma or GED
- Minimum of 5 years related experience in branch account opening, platform, or branch management development
- Excellent knowledge of general banking practices, regulations and company procedures
- Ability to interpret business reports, write reports and present to managers and staff
- Ability to analyze processes and recommend improvements to lower cost and maximize efficiency
- Experience applying AML/BSA guidelines and reporting unusual customer or employee activity
- Experience coaching, training and mentoring branch management and staff; identifying candidates for progression
- Ability to manage multiple priorities, meet deadlines and make sound business decisions in a fast-paced environment
- Intermediate PC skills including Microsoft Word, Excel, PowerPoint
- Bachelor's Degree
- Prior experience in retail banking, credit union, or other financial institution
Valley Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Valley Bank and has not been reviewed or approved by Valley Bank.
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Healthcare Strength — Health coverage spans medical, dental, and vision with HSA/FSA options alongside life, AD&D, disability, and EAP support. The breadth presents as a comprehensive, modern package for a regional bank.
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Leave & Time Off Breadth — Time off offerings include vacation/PTO, sick leave, and volunteer PTO. Feedback suggests these elements contribute positively to work–life balance even when base pay feels light.
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Retirement Support — Retirement programs include a 401(k) with company match and, for eligible employees, a deferred compensation plan. The presence of these programs strengthens total compensation.
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The Company
What We Do
At Valley, we aren’t just your average financial institution; we're your trusted partner in building a brighter future. With a widespread presence across the U.S., we've been serving communities since 1927. For over 95 years, our team of dedicated professionals has been committed to creating better banking opportunities for our customers and fostering growth and prosperity in the communities we serve. From personalized financial solutions to comprehensive banking services, home mortgages, commercial lending, and wealth management, we're here to help you achieve your financial goals, no matter how big or small. We understand that each individual and business has unique challenges and opportunities, and we're here to listen, understand, and provide tailored solutions to help you succeed. ©2025 Valley National Bank. Member FDIC. Equal Opportunity Employer. Equal Housing Lender. All Rights Reserved.
