Regional Operations Team Manager II

A Regional Operations Team Manager II is responsible for the overall operational functions within assigned territories, which can include up to 140 banking centers or multiple regions. ROM Team Manager II's will oversee a team of Regional Operations Managers, Project Managers and Admins while being responsible for their day-to-day performance. This role contributes to the strategic planning for operations and risk management within the national retail banking center footprint. ROM Team Manager II's will lead various initiatives and projects pertaining to developing operational efficiencies, risk management, cost reductions and customer growth. The position serves as an operational liaison to the other lines of business, including but not limited to: Retail Bank, Commercial and Small Business Bank, Retail Risk and Compliance, and Legal partners. They will work closely with management and key stakeholders to ensure operational readiness in support of the business.

Duties/Responsibilities

Project Management and Process Simplification:

• Lead moderate to large projects centered on process simplification and defined priorities within Market Operations and the Retail Banking Centers.
• Oversee all aspects of project management which includes but is not limited to identifying cost savings and/or gaps within current procedure and policies, coordinating project resources, expense management, the development of project and contingence plans, and the delivery of project plans to key stakeholders.
• Develops strategic recommendations and roadmaps to transform Retail processes to drive new levels of effectiveness, efficiency, and customer experience.
• Lead cross-functional teams to analyze existing business processes and identify areas for improvement.
• Continuously update and maintain operational processes and procedures according to new product implementations, the identification of emerging risks or gaps in policies, changes to banking center behaviors or operating models, and system changes, as appropriate.
• Implement best practices, standardize processes, and streamline workflows to enhance efficiency and productivity.

Strategic Planning and Process Optimization:

• Develop and execute upon a strategy that will meet Retail Market Operations (ROM Team) and Retail Banking Center objectives of delivering outstanding experiences for external clients and internal business unit partners.
• Partner collaboration across multiple bank divisions (Security, Cash Vault, CRE, BC Distribution, etc.) to analysis emerging risks and identify appropriate Retail bank operational strategies.
• Lead the strategy development and implementation for banking center risk management and operating model, including Regional Operation Manager support.
• Lead initiatives to regularly monitor, analysis and adjust banking center cash management strategies, including cash maximum limits and reporting.
• Develop and execute a Market Operations support model for banking center transformation including consolidations, relocations, and new center openings.
• Develop and analyze reporting to set standards and goals to improve efficiency for cost, quality, and experience improvements.
• Develop and continuously monitor banking center standards for safe box controls and escheatment processes, including meeting state regulatory requirements in all banking center footprints.

Performance Management:

• Responsible for the operational oversight and management of banking center performance including but not limited to achieving desired metrics to meet compliance, risk, and regulatory standards.
• Perform quality assurance testing on results, including validations on the Regional Operation Managers banking center assessment and coaching activities.
• Partner with our Retail Risk and Compliance stakeholders to develop a sustainable and risk conscious operating model; promote awareness of any emerging risk(s), support risk-control testing and internal/external audits.
• Manage escalations pertaining to key risks within your assigned territory, including but not limited to legal risks or exposures, regulatory and compliance issues, etc.
• Develop and execute on a strategic plan to manage a loss budget for your assigned territory including controllable losses, uncontrollable losses, and departmental expenses.
• Establish and monitor key performance indicators (KPIs) to track the progress of operational initiatives.
• Proactively enhance reporting as needed to support root cause analysis and effectively monitor risk and operational controls.
• Develop reporting routines to keep leadership apprised of the departmental progress, emerging risks, and losses.
• Ensuring all departmental tasks are executed within the established SLA framework.

Leadership and Team Development:

• Perform all managerial tasks, such as: development of staff, performance reviews, and individual associate 1:1's.
• Selects, motivates, and retains high performing team members.
• Effectively communicate and share team goals and directives, cultivating a spirit of one team with shared goals and objectives.
• Collaborate closely with senior leadership, department heads, and external partners specifically AML, Retail Bank, Fraud, Compliance, Legal and Information Technology to align operational transformation efforts with broader business strategies.
• Regularly communicates progress and results to key stakeholders.