BC Operations Supervisor- Wiesbaden (FT) Req# 1907 in Wiesbaden bei Bank of America

PRINCIPAL ACCOUNTABILITIES
Supervise daily center/MBU operations and subordinate associates with responsibility for ensuring efficient and compliant processes/procedures, managing security, financial and reputational risk while fulfilling the financial needs of the individual and organizational customer, and directing activities to meet service delivery expectations. Position responsibilities include all tasks and skills included in the Banking Center Service Coordinator and Banking Center Service Specialist job descriptions plus the below specified additional tasks.

I. General Tasks and Skills

• Perform the proper level of center oversight; ensuring policies and procedures are clearly communicated to subordinate staff, implementing controls to ensure processes, procedures and supporting documentation are conducted accurately and in a timely manner, and ensuring risk is minimized.
• Provide guidance and direction to ensure associates maintain a strong focus on our mission to identify and deliver practical solutions to customers that meet their individual financial needs in a manner that makes it easy to do business with the Bank.
• Meet operational and service delivery goals by ensuring associates remain up-to-date on policy and procedure, and understand performance expectations.
• Meet the customer’s expectations by ensuring adequate cash and financial paper supply is on hand, and developing associates to be able to uncover customer needs in support of the Bank’s business development goals.
• Conduct ongoing review of cash management processes to ensure optimal efficiency in cash ordering and frequency of shipments, and make recommendations to the BCM when efficiencies or cost savings can be realized.
• Ensure ATM Cash Limit-Temporary Exception Request or BC Cash Over-Limit Form are submitted as required.
• Manage Key & Combination and Financial Paper inventories.
• Manage cash count process and ensure that all counts are conducted as required and surprise counts are properly staggered.
• Monitor cash differences and take corrective action as warranted.
• Manage sole/dual control ATM servicing teams ensuring maximum ATM availability and be proactive to resolve any ATM data communication, hardware, or physical security problems.
• Instruct all staff on the proper use of banking center equipment, ensure equipment is functioning properly, maintenance orders are requested in a timely manner, and movement of furniture/equipment is properly documented.
• Submit and ensure annual renewal of Policy Exceptions during Banking Center Manager absences.
• Perform Signature Guarantees.
• Provide guidance and review deceased customer and removal of joint accountholder cases to ensure proper execution.
• In the BCM’s absence handle customer complaints/issues and ensure that comment cards are processed accurately and in a timely manner.
• Handle and resolve security issues with local authorities and with internal/external business partners.
• Work together with L.O. and other community and command representatives to address issues regarding operational and service delivery and keep BCM updated on status.
• Participate on policy and procedure review teams and make recommendations for change / improvement.
• Identify capital budget needs.
• Maintain Life, Safety and Response documentation and ensure that all components are up-to-date at all times.
• Plan, execute, and document mandatory Health & Safety actions in coordination with the BCM.
• Ensure accurate record retention performance.
• Act as Attendance Administrator.
• Perform other reasonable duties as assigned.

II. Security

• Prevent reportable security violations resulting in risk or loss to the Bank.
• Manage monthly alarm component testing and ensure timely and detailed reporting of alarm outages.
• Perform routine inspection of secured areas to ensure associate safety and provide protection to associates, assets and sensitive information by ensuring doors or barriers have functioning locks and alarms.
• Conduct ongoing risk assessment and provide recommendations to management.

III. Service Delivery

• Execute and coach the Playbook and its processes and behaviors.
• Lead from the lobby, when needed.
• Work with BCM to develop action steps to reach Banking Center goals, communicate goals to associates and track results.
• Identify and recommend product and service delivery improvements.