Senior Operations Services Supervisor (Senior Teller Manager)

First Citizens; Waynesville (NC); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Benefits program

Job summary

First Citizens Bank is seeking a Senior Operations Services Supervisor to oversee operational management across multiple branches. You will lead service line teams and ensure efficient, compliant customer transactions while promoting bank products and services.

The role emphasizes coaching staff, driving customer-focused initiatives, and establishing strong cross-functional partnerships. Willingness to travel to other offices and spend one day per week at a secondary branch is required.

Qualifications

• Bachelor's degree with 1+ years' experience, or HS diploma/GED with 5+ years' experience in financial services or branch operations management.
• Experience in leading multiple teams and driving operational excellence.
• Knowledge of retail banking products, services and risk/compliance requirements.

Responsibilities

• Foster collaborative partnerships to deliver value for customers, prospects, and colleagues.
• Identify and refer sales opportunities to bank partners.
• Coach and develop team members to achieve results and meet branch goals.
• Ensure compliance with regulations, policies, and procedures; manage risk and accuracy of transactions.
• Lead performance management and cross-functional collaboration within branches.
• Travel to other offices as needed; spend one day per week at a secondary branch location.

Skills

Management

Customer service

Adaptability

Teamwork

Flexibility

Influence

Agility

Interpersonal communication

Education

Bachelor's degree

HS diploma or GED

Job description

Overview

Are you a people person? Be a First Citizens person. Join our branch team and make a difference.As a Senior Operations Services Supervisor at First Citizens Bank, you will be responsible for the operational management of multiple branches and managing the teams of service line associates. Processes teller transactions and other customer service requests. Facilitates customer awareness and education of bank capabilities, tools and resources. Responsible for identifying and referring sales opportunities to the appropriate bank partner. This position supports the sales efforts of a branch team.

A successful candidate will demonstrate:

• Management Skills: Capable of managing and developing multiple teams to ensure operational soundness
• Customer Service Skills: Demonstrates professionalism and empathy in customer interactions
• Adaptability: Has the ability to learn and adapt quickly to new information and technology and can effectively relay those changes to the team
• Teamwork: Strives to build strong working relationships with those on their team as well as cross-functional relationships
• Flexibility: Capable of handling multiple demands and can readily shift priorities to support direct reports in daily tasks
• Influence: Capable of building rapport with different personalities to drive positive results
• Agility: Able to process information and move quickly through problem resolution
• Communication Skills – Interpersonal: Comfortable and confident with proactively engaging in conversation with different audiences

Responsibilities & Qualifications

Duties & Responsibilities:
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.

Team Leadership - 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. Leverages the expertise of Bank partners, other managers, and team to accomplish business goals.

Position Specific Skills:
Financial literacy
Knowledge of retail banking products and services
Operations Management

Branch Banking Operations

Managing performance

Training Others

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

Preferred Area of Experience:Management or supervisory experience, Bilingual Spanish, leadership experience

Required Licenses or Certifications: Possess a valid driver's license ;Ability to travel frequently to other offices, bank customers, etc. in personal mode of transportation. One day per week spent in secondary branch location

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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.