Job Summary
Supervises and coordinates the day-to-day activities of the Personal Banker line for one or more bank branches. Manages Personal Banker schedules and branch schedules ensuring continuous coverage of PB functions established schedules for their direct reports. Ensures Personal Banker compliance with bank policies, procedures, regulations and operational guidelines. Works closely with branch management to communicate key information to the branch team regarding changes to bank policies, procedures, products and services. Leads the Personal Banker line in cross-selling, referrals and new business efforts in support of branch referral goals. Has a dotted-line reporting relationship to the Regional Operations Manager and accountable for proper compliance with branch operations. May serve as a mentor to less experienced Branch Operations Supervisors, supervise float team members, or manage special projects as requested. Serves as back-up to Relationship Banker as needed. Note: In Nexus/Novus branches, this position does not directly supervise Personal Bankers but will provide operational oversight to team members and work closely with the Retail Market Manager on leadership of the team.
Job Duties and Responsibilities
- Supervises and organizies daily operations of the Transaction line, manages zone scheduling, and oversees staffing to maintain adequate coverage for Personal Bankers and branch activities. Additionally, the position entails serving as a resource for Personal Bankers, offering guidance on intricate transactions, and reviewing/approving overrides when necessary.
- Supports Personal Bankers in creating positive customer interactions through proactive greetings and outstanding personalized service, while ensuring accurate and efficient execution of customer transactions.
- Responsible for lobby leadership by offering essential coaching, and facilitating seamless customer transfers are key components that embody, uphold, and take ownership of the Branch Transformation expectations. These actions ensure optimal service delivery and create a warm and welcoming environment for our customers.
- Oversees team member coaching, development, and performance while effectively communicating updates on bank policies, procedures, and products. Ensures Personal Bankers receive proper training, adhere to compliance standards, and possess a thorough understanding of bank regulations, policies, products and services.
- Adheres to Branch Operations Standards, policies and procedures and regulatory guidelines to protect against risk. Maintains a high level of awareness to recognize and report suspected fraud. Follows the business code of conduct including reporting known or suspected violations to the appropriate Company authority in a timely fashion. Completes compliance and other assigned training on time.
- Remains up-to-date, and ensures Personal Bankers remain up-to-date, regarding branch security policies and procedures. Assists with branch open and close procedures. Maintains alarm codes, alarm function, cameras, cash controls and other open and close activities.
- Supervises and educates team members on conducting the quarterly Branch Management Operations checklist, ensuring thorough discussion, review, and completion in alignment with policies, procedures, and standards. Addresses areas that need improvement with individual or through a branch action plan. Works closely with branch and operations management to ensure the branch operational integrity. Ensures ethical practices are followed in all activities related to the branch including operations, customer treatment and referral activities.
- Assists customers with inquiries and provides issue resolution in a professional and composed manner. Escalates issues to branch management as required. Ensures each customer is thanked for their business and is treated as a valued Synovus customer.
- Listens carefully to customers to understand their financial priorities, promoting the bank's products and services and referring customers to bank partners in support of individual and branch referral goals. Serves as Relationship Banker as needed.
- Drives referral performance on the Personal Banker line ensuring Personal Bankers achieve performance and referral goals. Models sales activity for Personal Bankers by consistently meeting or exceeding referral goals. Tracks all referral activity using the Sales Management system.
- Participates in daily kick-off and huddle activities, weekly sales meetings, and sales and training activities. Champions products as assigned and shares specific product information and sales tips. Performs proactive outreach to customers and prospects during sales campaigns and promotions.
- Maintains established levels of cash in the vault and determines items that need to be ordered and/or shipped. Supplies and verifies cash to and from customers, Personal Bankers, and other branches. Prepares, verifies and ships coin and currency to corporate customers and the Federal Reserve Bank. Maintains daily log of shipments to and from the branches and prepares monthly currency transactions report.
- Serves as the Personal Banker Insight Branch Administrator including updating user profiles, assigning authority, and performing other Personal Banker Insight Administration tasks as required.
- Serves as branch leader regarding customer satisfaction surveys. Monitors branch trend reporting and partners with other branch leadership to address service concerns resulting from these trends.
- Models Synovus' culture and values in everyday interactions with team members, customers and business partners. Effectively communicates with leadership and coworkers to promote a positive and collaborative team environment.
- Leads branch team in absence of Retail Market Manager or Lead Relationship Banker.
- Proactively engages with the Regional Operations Manager. Communicates operational policy/procedure changes or reminders through in person meetings or emails. Accountable for implementation of operational procedures and branch tasks.
- Demonstrates professionalism in appearance, punctuality, and behavior. Maintains a clean, organized work area.
- Manages the annual performance management and merit processes for direct and indirect reports. Coaches and develops team members and builds a work environment where team members are engaged and feel a positive sense of achievement about their role in the company. Works closely with Human Resources regarding employee relations, compensation, training, posting and filling vacant positions and other Human Resources related matters.
- Performs other related duties as required.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer committed to fostering an inclusive work environment.
Qualifications
Minimum Education:
- High school diploma or equivalent.
Minimum Experience:
- "Two years of Personal Banker experience;
- OR One year of experience as a Personal Banker Supervisor or as a Branch Manager with Personal Banker duties;
- OR Two years of supervisory experience that includes one year of Personal Banker experience;
- OR a Bachelor's degree and one year of Personal Banker experience."
Required Knowledge, Skills, & Abilities:
- Knowledge of bank branch operational functions, systems, policies and procedures
- Understanding and knowledge of bank compliance rules and regulations
- Strong interpersonal and customer service skills with ability to quickly establish rapport with customers
- Strong listening skills and a positive communicator
- Account reconciliation skills
- Careful attention to detail with ability to manage time and multi-task
- Proficiency using Microsoft Office software products.
