Retail Operations Leader

Hancock Whitney; Baton Rouge (LA); On-site; USD 90,000 - 120,000; Full time

Job summary

Hancock Whitney in Baton Rouge is seeking a Retail Operations Leader to coach and direct front-line teams across a geographic area to achieve operational, service, and sales targets. You will oversee staffing, scheduling, and compliance, while driving a positive customer experience and meeting market objectives.

The role requires extensive branch/retail experience and proven leadership in sales and operations, with a focus on risk management and regulatory adherence.

Qualifications

• Bachelor's Degree desired; equivalent experience acceptable.
• 8–10 years of branch/retail experience required.
• 5+ years of sales leadership in Retail/Branch Banking.
• Banking office operations and functions.
• Planning, administration and overall direction of staff.

Responsibilities

• Organize, train, and coach front-line team to meet ops, service, and sales targets.
• Monitor CSP results and ensure superior customer service experience.
• Ensure regulatory compliance and risk management within market; address deficiencies.

Skills

Leadership

Coaching

Sales management

Customer service

Risk management

Staffing & scheduling

Education

Bachelor's degree

Job description

JOB FUNCTION / SUMMARY:

The Retail Operations Leader coaches, directs, and motivates front line team for a geographical area within region to achieve agreed upon operational, service, and sales targets.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Organize, develop, train, and coach front-line team to ensure they are motivated and trained to meet all operations, service, and sales targets
• Monitor CSP results and comments to ensure a consistent superior customer service experience
• Ensure operational cohesiveness & the existence of adequate controls; work closely with Retail Services on Risk Management deficiencies
• Administer Retail FTE management within market; work closely with direct reports on staffing requirements, schedule creation & adherence, mix alignment, and FTE requisitions
• Accountable for maintaining corporate standards for regulatory compliance to include completion of compliance CBTs throughout market
• Administers market Business Continuity Planning and Recovery initiatives including key branch location identification and all facets of pre and post-disaster planning
• Monitor performance weekly using the sales management process as outlined by Retail LOB.
• Hold team accountable for execution of the sales referral processes as outlined by the Retail LOB to ensure objectives are achieved on a monthly and quarterly basis. Sales Management activities include but not limited to:
• Weekly Sales & Service Calls
• Weekly recognition and best practice sharing in sales, service, and operations
• Inspection of Morning Huddles
• Participation in weekly Sales & Service meetings at branches within market
• Observe and model coaching/feedback sessions with direct reports
• Model leadership effectiveness by sharing best practices and recognition of team members on a weekly basis.
• Hold and document monthly coaching performance discussions with each direct report
• Participate in local community events to foster brand awareness and service to our markets in which we operate
• Adhere to quarterly/annual expense budget line items such as FTE, salary dollars, controllable losses and other controllable expense line items as outlined by Retail LOB
• Reinforce our vision, mission, and strategy through words and actions to support Hancock Holding Company's business goals
• Hold self and team accountable for demonstrating high ethical standards and acting in accordance with Hancock Holding Company's core values
• Other duties and special projects as assigned by Senior Management
• Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.

SUPERVISORY RESPONSIBILITIES:

Manages employees in the Retail Department; is responsible for the overall direction, coordination and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws; Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• Bachelor's Degree desired - equivalent experience is acceptable.
• Minimum 8-10 years Branch/Retail experience required.
• Minimum of 5 years of sales experience in Retail/Branch Banking with a minimum 5 years managing teams
• Banking office operations and functions.
• Planning, administration and overall direction of staff

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Ability to travel if required to perform the essential job functions
• Ability to work under stress and meet deadlines
• Ability to operate related equipment to perform the essential job functions
• Ability to lift/move/carry approximately 30 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.