Branch Operations Supervisor II - Member Experience

St. Mary's Bank; Londonderry (NH); On-site; USD 40,000 - 47,000; Full time

Job summary

St. Mary’s Bank in Londonderry, NH, seeks an experienced Member Experience Supervisor II to lead daily branch operations, coach frontline staff, and ensure accurate, efficient member service.

This role emphasizes sales referrals, risk control, and high-quality customer interactions within a mid-sized branch environment. You will oversee teller-level and platform transactions, train staff on cash handling and account openings, and support branch goals through proactive member engagement and

Qualifications

• Minimum 4 years of progressive experience in branch operations, including at least 2 years in a lead or supervisory capacity.
• Associate’s degree or equivalent work experience required.
• Strong understanding of teller and platform functions, including complex transactions and error resolution.
• Experience working in a goal-oriented or sales-focused environment and supporting branch-level sales and referral results.
• Demonstrated ability to coach and develop employees to full operational proficiency and to maintain high referral quality and completion.
• Experience supporting audits, operational reviews, or corrective action plans.
• Flexible schedule, including evenings and weekends based on branch needs.
• Professional presence and effective communication skills with both members and employees.

Responsibilities

• Oversee daily branch operations at the teller line and platform to ensure smooth workflow, accuracy, and adherence to operational standards.
• Supervise, mentor, and support frontline staff, providing real-time coaching on teller and platform processes, systems, and procedures.
• Train employees on key operations: cash handling, transaction processing, opening deposit accounts, processing consumer loans within guidelines, and completing account maintenance, corrections, and service requests.
• Support branch sales, service, and referral goals by engaging members in needs-based conversations when assisting them, role-modeling expected behaviors, and reinforcing referral and service expectations with the team.
• Ensure sales referrals meet quality standards by checking correct processes, accurate documentation, detailed entries, and activity reports.
• Assist members at both the teller line and platform with transactions, account openings, and loan services, mainly to handle overflow, complex cases, and staffing shortages.
• Monitor daily balancing, transaction accuracy, and documentation to minimize errors and operational risk.
• Handle escalated operational member issues and provide timely, professional resolutions.
• Ensure adherence to policies, procedures, security standards, and regulatory requirements in all branch activities.
• Perform audits and branch assessments and assist with implementation of corrective actions.
• Collaborate with the Member Experience Manager to ensure appropriate staffing, cross-training, and scheduling to meet member needs.
• Provide leadership coverage in the absence of the Member Experience Manager within delegated authority, ensuring continuity of branch operations and service.

Job description

St. Mary’s Bank in Londonderry, NH, seeks an experienced Member Experience Supervisor II to lead daily branch operations, coach frontline staff, and ensure accurate, efficient member service.

This role emphasizes sales referrals, risk control, and high-quality customer interactions within a mid-sized branch environment. You will oversee teller-level and platform transactions, train staff on cash handling and account openings, and support branch goals through proactive member engagement and