Client Experience Operations Manager II - Teller Supervisor

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Tucson, AZ

Industry: Accounting, Finance & Insurance

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Less than 5 years

Posted 5 days ago

Responsibilities

Be a BBVA Compass leader achieving client and operational excellence with management responsibilities and clear career path opportunities. Demonstrate exceptional client experience leadership overseeing all aspects of customer service and operations standards. Drive digital sales by leading client digital migration and engagement activities and demonstrations. Perform Branch Associate functions on the teller line as well as monitor and control teller line procedures and protocols for all client and operational transactions maintaining regulatory and audit compliance. Supervise and develop a first class teller workforce focused on employee satisfaction and career development. Client Experience Overview: Responsible for delivering an exceptional client experience. Focus on service excellence and achieving client experience goals as measured and reported through Passion for Customer Accelerator (PfCA). Positively impact branch sales activities by managing all operational and service tasks working to achieve NPS goals and operational standards. Operations and Compliance Overview: Manage operational functions including loss control, compliance, audit standards, paying and receiving transactions, regulatory compliance, and bank policy and procedure. Supervise and develop individual team members¿ understanding, implementation and execution of all policies, procedures, products, systems and banking transactions to ensure sound decision making. Will also complete client transactions on teller drawer and encourage clients to migrate to digitalchannels. Digital Client Engagement and Lobby Management Overview: Effectively manage the flow of clients, directing them to the appropriate channel based on complexity of requests, relationship, sales potential and wait time. Drive and lead focus on digital sales by managing and maintaining consistent digital migration practices and processes. Educate teammates to be digital service advocates helping clients with ATM, mobile and online demonstrations allowing clients to bank how they want and when they want. Direct Management Overview: Responsible for the direct management of the LBA and BA staff. Direct Management Overview: Responsible for the direct management of the LBA and BA staff. Security Overview: Manage security inside and outside of the branch in compliance with the security manual and safety standards.

Qualifications

1. Bachelor's degree or equivalent professional experience.

2. Minimum of three years retail branch operations experience as a Teller/Branch Associate (BA) or Lead Teller/Associate Manager/Lead Branch Associate (LBA) or other branch operational experience (Minimum of two years for Grade level 10).

3. Two years previous supervisory and/or lobby management experience (1 year for Grade Level 10).

4. Excellent verbal and written communication skills.

5. Focus on problem resolution.

6. Display a friendly and helpful attitude and have the ability to positively interact with clients and teammates.

Job ID 2018-117818