Senior Operations Officer - Missoula

  • First Security Bank
  • Missoula, MT, USA
  • Apr 01, 2024
Full time Banking Finance Operations Project Management Senior Level

Job Description

About The Role

The Senior Operations Officer (SOO) will demonstrate leadership excellence internally and externally as he/she oversees backroom bank operations. Under the leadership of the Chief Operations Officer, collaborates with administration team members to monitor, develop, and improve operational strategies, and is charged with facilitating these efforts across all operations and departments. Provides leadership, management, and vision necessary to ensure proper operational controls, administrative and reporting processes, procedures, and staff are in place to effectively optimize responsibilities, performance, and efficiency. Develop, maintain, and implement First Security Bank’s operations policies and procedures. Central to this role is building positive and lasting internal and external relationships and facilitating the same with all subordinates. The SOO will have extensive contact with customers, vendors, the public, and bank staff, and will interact in a professional and courteous manner and conduct him/herself in such relationships in a manner that will enhance the overall efficiency and image of the bank.

DUTIES AND RESPONSIBILITIES:

Provide leadership and management for backroom bank operations teams. Oversees day-to-day processes of operations including personal electronic banking, non-branch customer channels, fraud, BSA, and wires.

Develop and maintain SME-level knowledge of bank operations systems, regulations, established practices, processes, and initiatives.

Monitor and facilitate ongoing improvement of division backroom operations practices and processes to improve efficiencies, compliance, customer experience and profitability. Initiate, recommend, develop, and administer updates and additions to policies, procedures, and established practices.

Project management and coordination of all Operations initiatives and special projects, to include coordination of new or changing product delivery, product implementation, testing, rollout, and post-implementation servicing, conversion, releases, and upgrades to bank systems with branch and departmental leadership.

Represent the bank externally, as necessary with GBCI and vendor relationships.

Disseminate operations news, updates, initiatives, and issues promptly and inclusively.

Monitor operations work/task functions and workloads: distribute and allocate/reallocate/reassign for efficient, compliant operations and to facilitate customer satisfaction as well as positive working relationships among backroom teams and staff.

Supervise Call Center Manager, BSA Officer, Branch Support Operations Officer Manager, and E-banking Manager.

Promote team efforts in all areas, providing guidance and supportive work environment for staff and offering employee growth and/or educational opportunities as appropriate.

Work with subordinate managers to identify opportunities to support and motivate staff to promote positive customer relations, including internal customers (coworkers/GBCI staff/other division staff, etc.).

Prepare and submit timely and accurate employee evaluations and updated job descriptions. Reward high performance and redirect unsatisfactory performance.

Work with the Treasury Management team to analyze deposit interest rate environment and provide recommendations as requested.

Analyze customer relationships and referral opportunities with a focus on ongoing improvement in customer relations and increasing revenue opportunities and product offerings, including but not limited to the Business Credit Card Program.

Serve as primary contact for backroom operations compliance issues. Maintain continuous lines of communication and keep the COO informed of critical issues.

Monitor required training for subordinate staff.

Take the lead on elevated customer complaints to limit reputational, compliance, and monetary risk to bank, including utilizing legal counsel as necessary and appropriate.

Collaborate with Division CEO/President, Chief Operations Officer, Senior Credit Officer, Human Resources Director, and Administrative Team on a consistent, transparent, and proactive solutions-based approach. Share departmental concerns and/or needs with senior leadership as early as possible along with recommendations for consideration by leadership.

About You

QUALIFICATIONS:

Five to eight years of banking or related experience to include supervisory experience.

Bachelor’s degree in accounting, finance, business management or related field.

Must possess valid driver’s license.

KNOWLEDGE, SKILL, ABILITY:

Working knowledge of standard office equipment. Basic computer skill with working knowledge of word processing, spreadsheets, ten-key, and general computer applications.

Communicate Effectively: both verbally and in writing with others in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques. Demonstrate soft phone skills by treating all internal and external customers in a polite and courteous manner.

Customer Service: We are community inspired and pride ourselves on offering exceptional service to both our internal and external customers. We expect you, as an employee, to support our values and visions of Integrity, Service and Success.

Teamwork: Demonstrate ability to work independently and as part of a team. Work cooperatively and effectively with others to set and achieve goals, help others, resolve problems, and make decisions that enhance organizational effectiveness.

Professionalism: Exhibit a professional manner in dealing with others; work to develop and maintain cooperative and positive working relationships; represent the bank in a positive manner; maintain credibility with others.

Ethical Behavior: Model high standard of honesty, integrity, trust, and openness. Understand and follow through with appropriate standards of conduct and moral judgment; willing to act outside the norm when needed to adhere to ethical principles. Communicate and demonstrate actions in a consistent manner. Respect others, regardless of individual capabilities, agendas, opinions or needs.

Confidentiality: Maintain strict confidentiality regarding any information obtained during performing job duties; adhere to Bank policies and procedures regarding confidentiality.

Quality Management: Adhere to guidelines, protocol, policies, and procedures and supervisory directives; improve and promote work quality; demonstrate accuracy, thoroughness, and attention to detail; strive to achieve good results.

Adaptability: Adapt positively to change; manage competing demands and effectively handle changes, delays and/or unexpected events with a positive attitude.

Planning and Organization: Prioritize, organize, and plan work; use time efficiently; and achieve results within time frames. Complete work in a timely, accurate manner and be conscientious about assignments and deadlines.

Judgment/Problem Solving: Display ability and willingness to make sound decisions; identify and resolve problems in a timely and positive manner; exhibit sound judgment; appropriately handles both routine and non-routine situations.

Individual Responsibility and Accountability: Accept responsibility for own work performance; accept responsibility for own actions and outcomes and does not blame others. Demonstrate willingness to take initiative in performing job duties, resolving issues, and making suggestions for improvement. Conduct follow-through and meets commitments and agreements in a timely manner; relied upon by others as a source of valid information.

WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

What We Offer

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, Paid Time Off (PTO) and holidays. Visit our website for more details!

COMPANY OVERVIEW: We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same. Read our story, learn about our banks, and experience life at Glacier Bancorp, Inc. all from our website. Check it out! 

We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws.