Operations Services Supervisor (Teller Manager)

First Citizens Investor Services; Nashville (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

First Citizens Bank is seeking an Operations Services Supervisor in Nashville to lead a branch team, handle teller transactions and customer requests, and drive referrals to bank partners. The role emphasizes strong management, customer service, and sales-oriented collaboration across the branch.

The successful candidate will demonstrate adaptability, financial literacy, and knowledge of retail banking products while ensuring regulatory compliance and efficient operations.

Qualifications

• Bachelor's Degree and 1 year of experience OR high school/GED + 5 years in relevant fields.
• Ideal candidate has 5+ years cash-handling experience and 1+ year in retail bank management.
• Strong financial literacy and knowledge of retail banking products.

Responsibilities

• Manage performance and personnel for a branch team to deliver results.
• Uncover sales or referral opportunities and guide customers to bank partners.
• Ensure compliance with regulations and bank policies and supervise daily operations.

Skills

Management Skills

Customer Service Skills

Adaptability

Sales Skills

Communication Skills - Interpersonal

Education

Bachelors Degree or higher

High School Diploma or GED

Job description

Overview

At First Citizens Bank, together we become better. We're looking for people who want more than just a job - who want to make a difference in the communities where we live and work.

As an Operations Services Supervisor at First Citizens Bank, you will be responsible for the operational management of one branch and managing the team of service line associates. This position processes teller transactions and other customer service requests, and facilitates customer awareness and education of bank capabilities, tools and resources. It is responsible for identifying and referring sales opportunities to the appropriate bank partner.

A successful candidate will demonstrate:

• Management Skills: Capable of managing and developing members on a team to ensure operational soundness
• Customer Service Skills: Demonstrates professionalism and empathy in customer interactions. Capable of building rapport with different personalities to drive positive results.
• Adaptability: Has the ability to learn and adapt quickly to new information and technology and can effectively relay those changes to the team
• Sales Skills: This position supports the sales efforts of a branch team. Must show an ability to support the team with client servicing calls, identifying client needs, and referring the client to the appropriate branch team members or specialist
• Communication Skills - Interpersonal: Comfortable and confident with proactively engaging in conversation with different audiences. Strives to build strong working relationships with those on their team as well as cross-functional relationships

Responsibilities & Qualifications

Duties & Responsibilities:

• Team Management - Manage performance and personnel functions for a team, ensuring operational soundness while executing on a plan to deliver results that create value for the customer and meet the financial expectations of the bank. Drive accountability to role expectations, responsibilities and authorities, providing one on one feedback and coaching that supports associate development and achievement of results. Regularly and proactively leverage the expertise of bank partners, other managers or team
• Service Standards - Foster collaborative partnerships that deliver value for customers, prospects and colleagues. Initiate conversation to uncover sales or referral opportunities. Listen attentively and ask insightful questions to understand customer needs and preferences; and take prompt actions to address immediate needs. Proactively look for way to optimize performance by seeking coaching, supporting Bank initiatives and leveraging tools to enhance activities.
• Operations and Administration - Comply with all regulations, bank policies, procedures and delegated authorities to manage risk related to credit, operational, reputational, regulatory and legal aspects of personal interactions, customer transactions and financial exposures. Complete required training by established deadlines. Perform general office management duties as assigned to ensure operational efficiency. Associates in roles defined to take deposits are accountable for transaction accuracy and operational efficiency of that function. The results may include an accountability for individual contribution as well as team performance.

Qualifications:

• Minimum Required Education and Experience:
  • Bachelor's Degree and 1 years’ experience OR
  • High School Diploma or GED/Equivalent and 5 years’ experience in Financial services, customer service, bank operations, or branch operations management
• Additional Skills and Experiences:
  • Ideal candidate would preferbally have 5+ years of recent cash-handling experience ($USD)
  • 1+ years of experience in Retail Bank Management and Operations
  • Financial literacy
  • Knowledge of retail banking products and services
  • Ability to meet and exceed sales metrics
  • Prior leadership of 2 or more associates

Additional Information

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits #LI-KL1