Regional Operations Manager-Retail Banking Experience Required

Date: Apr 24, 2018

Location: Albuquerque, NM, US

Req ID: 46962 

Areas of Interest: Consumer Banking; Consumer Banking, Branch; Risk Management 

BOK Financial (BOKF), Headquartered in Tulsa, Oklahoma, BOK Financial Corporation (NASDAQ: BOKF) is a top 25 U.S.-based financial services holding company with operations in ten states – Oklahoma, Texas, Arkansas, Arizona, Colorado, Kansas/Missouri, New Mexico, Nebraska and Wisconsin. The company began more than 100 years ago in Tulsa and has successfully diversified into a variety of industries, businesses and geographies.                  .

The Regional Operations Manager is primarily responsible for ensuring that a geographic group of banking center locations and individuals achieve optimum results utilizing performance and risk reporting, conducting in-person observations, behavioral reinforcement, and employee coaching and development through banking center visits.
PRINCIPAL DUTIES AND RESPONSIBILITIES

1 Banking Center Observation Visits: Conduct frequent observations within Banking Centers to inspect client interactions, employee use of prescribed client experience protocols, use of banking center technology, marketing/merchandising placement, business partner interaction, and workforce management. Provide behavioral reinforcement to achieve desired outcomes and improve the total bank experience from a client’s point of view. Role model expected behaviors for Banking Center employees and provide immediate coaching.

2. Risk Assessment & Mitigation: Ensure Banking Centers are in compliance with established operating policies and procedures and all outside regulatory requirements to protect against reputational and financial risk.  Conduct periodic onsite risk assessments. Coordinate research and investigation of regulatory, legal, quality assurance, and employee relations issues – including policy and procedure violations – for resolution and recommended disposition.  Lead/support special projects as assigned to mitigate risk in the banking center.

3. Banking Center Efficiencies: Optimize results by developing and implementing banking center procedures; enhance the client experience with acceptable risk, eliminate activities that drive non-profitable business, remove existing performance barriers.  Lead/support special projects as assigned to achieve efficiencies in the banking center.

4. Training & Development: Support development and delivery of operational training for new and existing employees. Conduct training follow-up visits, assist with employee certification process, identify additional development needs and engage in career development conversations.  Provide guidance to banking center staff to assist in the resolution of complex operational and customer service issues.  Create new and update existing policies and procedures as needed and ensure timely communication and education is provided.

5. Client Experience: Use the client experience portal, digital transaction reporting and workforce management data to enhance the client experience by recommending and implementing strategies to enact change within banking centers and individuals.  Research and respond to regulatory and client complaints in the required timeframes.

  • Ability to critically assess banking centers, processes, employee behavior, and risk exposure to ensure positive client experience
  • Ability to develop a collaborative partnership with the banking center sales leadership team
  • Superior knowledge of financial products and services, bank operations, practices and procedures
  • Advanced knowledge of applicable consumer banking laws, banking regulations and industry compliance issues.
  • Ability to effectively resolve escalated client service issues and complaints
  • General knowledge of basic accounting principles and practices
  • Working knowledge of Windows software; Excel, Word, Outlook etc.
  • Strong ability to develop and maintain relationships with banking center staff and representatives of other Bank lines of business – market leadership, mortgage, investments, banking center business banking, treasury, wealth, business/commercial banking – to influence behaviors that drive overall performance
  • Ability to provide leadership and direction, coach employees for improved performance and influence change
  • Ability to make recommendations to senior management on revenue, products/processes, and/or cost savings opportunities and then lead or work with teams to develop and execute these recommendations
  • Ability to adjust schedule to changing priorities and expectations
  • Ability to assist in supporting regions outside of assigned region on occasion

This level of knowledge is normally acquired through completion of a Bachelor’s Degree in a business related field and 5-7 years related banking experience or equivalent work related experience of 10–12 years.   Previous experience managing (direct or indirect) multiple banking center locations is preferred. 

 

 

BOK Financial is a stable and financially strong organization that provides excellent training and development to support building the long term careers of our employees. With passion, skill and partnership you can make an impact on the success of the bank, our customers and your own career!
 

Apply today and take the first step towards your next career opportunity!
 
BOK Financial is an equal opportunity employer.  We are committed to providing equal employment opportunities for training, compensation, transfer, promotion and other aspects of employment for all qualified applicants and employees without regard to sex, race, color, religion, national origin, age, disability, sexual orientation, genetic information or veteran status.

Attention All Third Party Agencies, Headhunters, and Recruiters
BOK Financial and its Subsidiaries will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to BOK Financial and its Subsidiaries will be considered the property of BOK Financial. BOK Financial and its Subsidiaries will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. BOK Financial and its Subsidiaries are not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. BOK Financial and its Subsidiaries only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with BOK Financial and its Subsidiaries from third parties must be through our Human Resources Department. Any contact made outside of the BOK Financial Human Resources Department by a third party will cancel any future business relationships between the third party and BOK Financial.

Please contact recruiting_coordinators@bokf.com with any questions. 


Nearest Major Market: Albuquerque

Job Segment: Bank, Banking, Operations Manager, Regional Manager, Finance, Operations, Management