The Deposit and Loan Branch Manager is responsible for overseeing the Deposit and Loan Branch Support Desk teams, ensuring consistent delivery of high-quality support and leadership across all branch-related systems and processes. This position also plays a critical role in supporting branch integration efforts during acquisitions and mergers, both on-site and remotely, ensuring a smooth transition and continuity of service.

The Branch Manager collaborates closely with key internal partners such as the Regional Support Specialist, Bank Support Training, Application System Support, and both Loan and Deposit Operations teams to ensure accurate, consistent, and timely information is provided to all users. Additionally, this role works with legal support to enhance the branch experience regarding legal matters related to accounts, transactions, and workflows—including fiduciary relationships, powers of attorney (POA), and trusts.

Leadership & Team Management

• Provide strategic direction and leadership to support desk teams.
• Conduct coaching sessions, quarterly check-ins, and development planning.
• Manage job postings, interviews, onboarding, and job description updates.
• Oversee ADP functions and supply ordering for specialists.
• Assign skillset levels in Calabrio for accurate call routing.
• Foster strong communication and rapport with branch employees.

Operational Oversight

• Supervise helpdesk operations for deposit and loan systems for both consumer and commercial products.
• Monitor and resolve end-user inquiries across Teller system operations and same-day out-of-balance issues, CSR, and loan platforms.
• Manages CSR system functionality and new account setup, styling, and maintenance.
• Provides guidance on online banking workflows and Branch Support Desk (BSD) helpdesk processes.
• Ensure consistent support coverage across time zones.
• Track and analyze support desk performance to improve service levels.
• Design and enforce request-handling and escalation procedures.
• Maintain service level goals and quality standards.

Training & Development

• Partner with Training department to address knowledge gaps.
• Conduct regular training on procedures, system upgrades, and customer service.
• Participate in retail branch training to stay current with changes.

Process & Documentation

• Create and maintain internal procedures and training materials.
• Establish and publish procedural resources for various call types.
• Compile reports (weekly, monthly, quarterly) for leadership and performance tracking.
• Participate in committees to improve systems and processes.
• Assist with special projects as needed.

Reporting & Analytics

• Pull and analyze call tracking and workflow reports.
• Support Currency Transaction Reports (CTRs) and account holds.
• Compile monthly and quarterly performance and incentive reports.
• Monitor department calls for coaching and quality control opportunities.

Compliance Training: Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.

1. Education and Experience (Minimum Education and Years of Experience)
   • Bachelor’s degree in business administration, Finance, Banking, or a related field; or equivalent combination of education and experience.
   • 7+ years of banking experience, with a strong background in deposit and loan operations.
   • 3+ years in a leadership or supervisory role, preferably within a support desk or branch operations environment.
   • Experience with technical support systems, banking applications, and customer service workflows.
   • Proven experience in cross-functional collaboration and process improvement initiatives.
2. Required Qualifications and Skills
   • Proven experience leading or supporting a technical helpdesk team.
   • In-depth knowledge of bank products, deposit and loan operations, and related systems.
   • Proficiency in Q2 and other customer profile and limit-level systems.
   • Strong understanding of IRA rules, Reg CC, and multi-state account documentation.
   • Expertise in branch application systems and legal account matters (e.g., POA, Trust).
   • Familiarity with online banking services and mobile banking quality control.
   • Advanced skills in Microsoft Office and WebEx (meeting scheduling and hosting).
   • Excellent communication, interpersonal, and team leadership abilities.
   • Strong organizational, time management, and decision-making skills.
   • Ability to write and explain processes clearly and effectively.
   • Analytical mindset with a focus on continuous improvement and training identification.
   • Self-motivated and adaptable to evolving technologies.

Preferred Qualifications/Certifications

• Banking Operations Certification (e.g., ABA Certificate in Deposit Compliance or Loan Operations).
• Project Management Certification (e.g., PMP or CAPM).

This position manages employees and is responsible for the coaching, development, and performance management of those employees.

Work Environment: United location within footprint. This position operates in a professional office environment.

Physical Demands: This role is sedentary. The role routinely uses standard office equipment such as computers, phones, copy machines, and printers.

Work Schedule: Normal business hours are Monday – Friday, that requires schedule flexibility to work evenings and weekends as needed.

Required Travel: This position requires up to 25% travel.

This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.