Branch Operations Lead - Needham, MA

Testing Site - JPMC; Needham (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Chase is seeking a Branch Operations Lead to oversee branch activities, support the Branch Manager, and ensure precise, compliant client transactions while promoting a welcoming experience.

You will lead daily operations, manage cash devices, guide staff, and reinforce loss control, audits, and customer service through coaching and cross-team collaboration. Expect weekend/evening hours in a busy branch environment.

Qualifications

• Adherence to policies, procedures and regulatory banking requirements.
• Attention to detail and strong organizational skills.
• Leadership and operational proficiency for accurate transactions and teamwork.
• Education of branch team and partners to stay connected and informed.
• Ability to educate clients and refer to experts when needed.
• 1+ years of retail banking experience.
• Ability to work branch hours including weekends and evenings.

Responsibilities

• Collaborate with Branch Manager to create a welcoming atmosphere and exceptional client experience.
• Greet clients, assist with transactions, manage lobby flow and schedule meetings.
• Engage clients with clear communication and anticipate needs in the waiting area.
• Lead branch operations, manage cash devices (cash vault, ATM) and resolve issues per bank policies.
• Introduce clients to the branch team to deliver seamless service and assist with financial needs.
• Promote self-service options to simplify banking for clients.
• Support all aspects of branch operations including loss control, compliance and audits.

Skills

Policies and procedures

Detail oriented

Leadership

Client education

Customer relationship building

Retail banking experience

Weekend/evening hours

Education

College degree or military equivalent

Job description

At Chase, we are passionate about creating memorable experiences for our clients and employees, making them feel welcomed, valued, and understood. We build lasting relationships by doing the right thing, exceeding expectations, and embracing diversity and inclusion.

As a Branch Operations Lead in a Chase Branch, you'll be at the heart of our branch operations, working closely with the Branch Manager, branch employees, and our team of experts. Your role is crucial in ensuring that our clients' financial transactions are handled with precision and care, all while adhering to our policies, procedures, and regulatory requirements.

A typical day will involve assisting clients with their transactions, but it doesn't stop there. You'll have the opportunity to make a real difference by introducing clients to self-service options that simplify their banking experience and by building lasting relationships with them. Throughout the week, you'll also dedicate time to reviewing branch operations and keeping the branch team informed about the latest policies and procedures. Your leadership will ensure that our branch not only meets but exceeds control expectations, setting a positive tone for everyone who walks through our doors.

Job responsibilities

• Collaborate with the Branch Manager to create a welcoming and vibrant atmosphere in the branch, ensuring every client enjoys an exceptional experience and feels part of a dynamic community.
• Greet clients warmly as they enter the branch, making them feel valued and appreciated. Demonstrate genuine care and concern during interactions, assisting with transactions, managing lobby flow, and scheduling meetings to build trusted relationships.
• Engage clients with clear, polite communication to understand and help them effectively. Anticipate their needs while checking them into the waiting queue, ensuring a smooth visit.
• Lead branch operations, including managing cash devices like the cash vault and ATM. Resolve any client issues quickly and effectively, paying attention to detail and striving for consistency while adhering to all bank policies and procedures.
• Introduce clients to our friendly branch team, who collaborate to deliver seamless service with care and sincerity. Work together to build lasting relationships and assist with any specialized financial needs, elevating the client experience.
• Simplify clients' banking experience by sharing self-service options, allowing them to access their accounts anytime, day or night.
• Work closely with the Branch Manager to support all aspects of branch operations, including maintaining high standards for loss control, compliance and audits, ensuring the branch operates smoothly and securely.

Required qualifications, capabilities, and skills

• You take pride in adhering to policies, procedures, and regulatory banking requirements, ensuring everything runs smoothly and efficiently.
• You are committed to maintaining a keen eye for detail and staying organized, which helps you juggle multiple tasks effectively.
• You are proud of your leadership skills and operational proficiency, ensuring transaction accuracy while thriving in a collaborative team environment.
• You have a strong passion for educating the branch team and partners, helping them stay connected and informed.
• You excel at building meaningful connections and engaging with clients, always ready to educate them and refer them to our team of experts when needed.
• You have 1+ years of retail banking experience.
• You have the ability to work branch hours including weekends and evenings.

Preferred qualifications, capabilities, and skills

• You have 6+ months of Associate Banker (Teller) experience.
• You have a college degree or military equivalent.

Training and Travel Requirement

• You’ll successfully complete our Branch Operations Lead Training Program before being considered for placement as a Branch Operations Lead.
• You’ll need to be able to travel as required for in-person training and meetings.