Community Banking Retail & Operations Lead

Wilsonbank

Smyrna, Northern (TN, KY)

Hybrid

USD 60,000 - 90,000

Full time

14 days+

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Benefits offered by this job

ATO and personal days

Sick time

Employee Assistance Program

Job summary

Wilson Bank & Trust in Smyrna, TN is seeking a Retail & Operations Manager I to oversee branch performance, sales and service levels, staffing, and compliance. You will partner with accounting, deposits, regulatory, training, sales, marketing, HR, and regional leadership to meet company goals while delivering outstanding customer experiences.

This role emphasizes coaching, daily branch leadership, and implementing new campaigns, managing audits, and developing staff.

Qualifications

High School diploma or GED.
3 years of retail banking experience, previous lending experience preferred.
3 years of supervisory or leadership experience.
Proficient with Microsoft Office and other standard software applications.
Effective verbal and written communication skills to include public speaking.
Excellent interpersonal, critical thinking and problem-solving skills.
High standards for integrity, honesty, professionalism, and work ethic.
Commitment to service excellence.
Demonstrate flexible and efficient time management and ability to prioritize workload.
Ability and willingness to work with purpose and a strong sense of urgency.
Self-starter, positive and enthusiastic, with a desire to exceed expectations and ability to lead a team.
Maintain a professional demeanor at all times, using appropriate levels of confidentiality and discretion.
Ability to effectively work in collaboration with others to achieve business objectives.
Willing to grow and be challenged.

Responsibilities

Develop working action plans for branches or team members including specific touch points to monitor progress.
Supervise, train, and mentor staff.
Identify professional development opportunities and provide performance feedback on an ongoing basis.
Provide or coordinate one‑on‑one training for team members as needed.
Communicate updates to policy or procedures as needed.
Conduct monthly virtual meetings with branch managers to review audit results, market trends, etc
Authorize certain approvals including check card limits, wires, and deposit rates.
Sign off on policy deviations for deposit account decisions.
Monitor all types of exceptions for problem areas and work to determine methods to prevent.
Review and coach on branch audit findings to reduce repeat findings.
Monitor and address teller and branch cash totals and outages.
Facilitate timely clearing of unposted items.
Monitor frequency of teller drawer and vault audits.
Review sales vs target with branch management.
Assist in determining root cause of deficit and develop working action plans.
Address audit findings and partner with Learning & Development to facilitate appropriate training as needed.
Collaborate with Learning & Development to deepen product knowledge and increase referrals.
Attend branch huddles on a regular basis.
Champion new campaigns and coach branch sales managers on how to promote and recognize opportunities in the market such as referrals, cross-sales, etc
Review any service metrics and partner with branch manager and Learning & Development for those needing improvement.
Review closed account trends and make recommendations as appropriate.
Coach team members on handling escalated customer concerns in a timely and accurate manner.
Collaborate with Customer Experience team to identify opportunities for growth within current customer base or market.
Review all market mystery shops and follow up with customers who leave specific feedback.
Manage new branch openings.
Manage the Region’s Floaters and Business Bankers.
Partner with Learning & Development to confirm all required training has been completed.
Analyze staffing needs for each branch.
Assist managers in staff management utilizing staffing model and floating staff.
Conduct initial applicant interviews for branch staff, excluding lenders.
Provide new team member touch points: Schedule one‑on‑one sessions throughout training to evaluate understanding.
Meet with new team members to observe interactions and answer any questions they may have.
Confirm team member performance appraisals are completed on a timely basis.
Partner with Human Resources regarding staffing needs and employee matters.
Manage vacation schedules and time off approvals.
Adhere to compliance with all federal bank regulations and laws, including those for consumer protection and the Bank Secrecy Act/Anti‑Money Laundering Program.
Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, participating in professional associations, and attending bank‑sponsored or required training.
Participate in outside community activities as required.
Perform other duties as assigned.