Retail Operations Manager

Five Star Bank | Rochester, NY

Posted Date 4/01/2024

The expected rate of pay for this position is shown above. Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained. Market and organizational factors are also considered. In addition to your base rate of pay and a competitive benefits package, successful candidates may be eligible to receive cash or equity-based incentives based on the role and performance.

Position Title: Retail Operations Manager

Reports To: Deposit Operations & Control Manager

Department: Operations

Compensation Grade: Range E

FLSA Status: Exempt

Purpose: The Retail Operations Manager is responsible for strategically leading a customer forward approach in developing and executing our operational standards for the retail network. The role is accountable for ensuring retail operational processes and procedures are efficient, appropriate, and executed consistently. The Retail Operations Manager provides leadership to Operations Managers within the branch and contact center and works closely with Senior Management and other internal business partners on a variety of initiatives enhancing the customer experience.

Supervisory Responsibilities:

Degree of Supervision Received: Minimal

  • Supervision Received (title): Deposit Operations & Control Manager

Degree of Supervision Given: Minimal/Moderate/Extensive

  • Supervision Given to (Titles): Retail Operations Consultant

Essential Functions:

  1. Directs and manages a team to ensure adherence to compliance guidelines, and policies/procedures to achieve maximum operational control and soundness within the Retail Branch network.
  2. Directs and manages initiatives that foster exemplary customer service standards resulting in achieving defined goals/metrics and SLAs.
  3. Manages performance of direct reports and provides ongoing coaching and training opportunities to ensure staff has the skills and resources to be successful. Responsible for timely completion of performance evaluations of assigned staff.
  4. Oversees the development of and approves new and updated assigned policies and procedures within scope of managed areas.
  5. Prepares and manages staffing models within areas of responsibility.
  6. Collaborates with other lines of business to ensure attainment of strategic goals and business needs.
  7. Supervises, and provides direction and support to retail for daily functions within the department; and provides hands-on assistance within the department as needed.
  8. Collaborates with business partners in reviewing and making improvements to bank system policies, internal controls, and standard operating procedures.
  9. Promotes a service culture of high performance and continuous improvement that values learning and a commitment to quality.
  10. Trains, motivates, and cross-trains the retail team on responsibilities and projects to ensure consistency, accuracy, timeliness, and compliance following bank standard operating procedures.
  11. Partners with business partners to remediate customer complaints and responds to escalated issues as appropriate.
  12. Demonstrates the standards and principles of the Five Star experience in every interaction with internal and external customers and associates. Incorporates the high-performance behaviors of teamwork, leading by example and service in every facet of work.
  13. This job description is not exhaustive. May be required to perform and lead other duties as assigned.

Job Related Qualifications – Education and Prior Experience:


  • Education: High School Diploma
  • Prior Experience: 5+ years of retail banking and management experience with focus on operational execution
  • Licenses or Accreditation: N/A


  • Education: Bachelor’s Degree
  • Prior Experience: 5+ years of retail banking and management experience with focus on operational execution
  • Licenses or Accreditation: N/A


  1. Excellent verbal and written communication skills
  2. Able to work in a demanding, fast-paced environment with the ability to manage multiple priorities and change focus quickly to meet business needs
  3. Proficient in Microsoft Office with the ability to learn and utilize new and existing banking software applications
  4. Ability to work with all levels of staff and management
  5. Ability to present information in an effective concise manner to employees with diverse skill sets
  6. Able to effectively coach, mentor and develop staff in areas of expertise
  7. Strong customer focus with ability to resolve issues efficiently and effectively

Physical Requirements:

  1. Ability to be flexible with work schedule and to be on call during all open retail hours
  2. Able to regularly sit or stand for prolonged periods of time
  3. Able to occasionally lift up to 50 lbs
  4. Extensive computer usage is required
  5. Extensive travel within Corporate footprint is required
  6. Ability to work:
    1. Evenings
      1. Frequently
    2. Weekends
      1. Frequently

This job description is not exhaustive. The Retail Operations Manager may be required to perform other duties as assigned.

Employment Type
Full Time

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