Assistant Branch Manager in Grafton, Massachusetts at Savers Bank

POSITION FUNCTION:

The Assistant Branch Manager serves as the operational supervisor of the branch and assumes full day-to-day oversight in the absence of the Branch Manager. This role is responsible for directing workflow, supervising daily branch activities, ensuring regulatory compliance, maintaining internal controls, and upholding service standards.

The Assistant Branch Manager oversees teller operations, platform services, lending workflow coordination, cash management, audit readiness, and branch security. This full-time, non-exempt position reports directly to the Branch Manager.

Key Responsibilities:

Branch Supervision & Acting Authority

• Assume operational leadership of the branch in the absence of the Branch Manager.
• Supervise daily branch activities, workflow distribution, and service execution.
• Direct staff assignments to ensure adequate coverage and operational efficiency.
• Monitor adherence to policies, procedures, and service standards.
• Address operational issues and escalate personnel matters to the Branch Manager as appropriate.
• Ensure branch opening and closing procedures are properly executed.

Operational Management & Internal Controls

• Oversee teller and platform operations to ensure accuracy, compliance, and efficiency.
• Monitor transaction overrides, exception reports, and operational risk indicators.
• Ensure strict adherence to dual control procedures and internal controls.
• Maintain audit readiness and assist in responding to internal and external audits.
• Identify operational inefficiencies and recommend corrective action.

Sales & Business Support

• Support branch sales initiatives and referral programs.
• Reinforce cross-selling efforts while maintaining compliance standards.
• Track operational performance metrics and support goal attainment.
• Participate in community engagement activities as assigned.

Cash & Vault Supervision

• Supervise vault management, ATM balancing, and teller drawer controls.
• Monitor cash levels, order currency/coin as needed, and oversee secure shipments.
• Investigate and document cash discrepancies.
• Ensure compliance with all cash handling and security protocols.

Staff Oversight & Performance Support

• Provide daily supervision and operational guidance to branch employees in the absence of the Branch Manager
• Reinforce service expectations, compliance standards, and productivity goals.
• Assist in training and onboarding of new employees.
• Provide input to the Branch Manager regarding employee performance.
• Support coaching and corrective action discussions as directed by the Branch Manager.

Customer Experience & Escalations

• Serve as primary escalation point for complex customer issues.
• Ensure proper account opening documentation and regulatory compliance.
• Support loan and deposit workflow to ensure timely and accurate processing.
• Maintain high standards of professional, relationship-focused service.

Compliance, Risk & Security

• Ensure compliance with BSA, AML, OFAC, and other regulatory requirements.
• Conduct periodic security checks and operational reviews.
• Monitor fraud prevention measures and escalate suspicious activity.
• Maintain required logs, documentation, and reporting standards.

SKILLS & QUALIFICATIONS:

Education

• Bachelor’s degree in Business, Finance, Management, or a related field (preferred).
• Relevant banking certifications or coursework, including NMLS registration and Notary Public certification (preferred).

Experience

• 5+ years of progressive branch banking experience, including at least 2 years in a supervisory or leadership role.
• At least 3 years of customer service and sales experience.
• Strong track record in coaching, managing, and developing staff to achieve performance goals.

Skills

• Strong leadership, coaching, and mentoring abilities.
• In-depth knowledge of retail banking operations, products, services, and financial regulations.
• Skilled in cross-selling and identifying customer needs.
• Strong proficiency with banking software, CRM systems, and Microsoft Office applications.
• High accuracy in transaction processing and account management, ensuring compliance with security policies.
• Ability to build positive relationships with customers and staff, manage administrative tasks, and support branch security and community initiatives.

PHYSICAL DEMANDS:

• Frequently moves about within the branch/office environment to conduct work activities, manage staff, and interact with clients.
• Operates computers, phones, and office equipment continuously throughout the workday.
• Remains seated for extended periods while performing desk-based tasks.
• Occasionally lifts and carries objects under 20 lbs., such as supplies, ledgers, or promotional materials.
• Occasionally travels between branch locations and external events.