Director of Retail Operations

Director of Retail Operations

The Director of Retail Operations oversees the Retail Quality Assurance (audit) and Retail Branch Support teams, ensuring consistent adherence to bank policies, procedures, and regulatory requirements. This role is responsible for driving operational excellence, managing risk, supporting frontline staff, and enhancing the internal service experience. The role will lead initiatives that improve audit readiness, streamline processes, and support strategic retail banking goals.

Essential Duties and Responsibilities :

• Provide strategic direction and guidance to ensure alignment with bank goals and regulatory expectations.
• Develop and implement standardized operating procedures to ensure consistency and efficiency across the Retail Bank network
• Oversee Branch Systems and own vendor relationships related to Branch Operations
• Monitor team performance and provide coaching, development, and feedback.
• Oversee branch operational audits and ensure timely resolution of findings.
• Ensure consistent documentation and recordkeeping for internal and external policy and procedures.
• Collaborate with Risk and Compliance to implement regulatory changes and maintain controls.
• Review and approve updates to policies and procedures.
• Ensure timely and professional resolution of branch inquiries and operational issues.
• Act as a liaison between Market Leadership, other LOBs, and operational departments.
• Support branch openings, closings, relocations, and service changes.
• Lead or assist in bank acquisitions and system conversions.
• Review and analyze cash targets, losses, and operational inefficiencies.
• Oversee the creation and distribution of departmental reports.
• Use data to identify trends, risks, and opportunities for improvement.
• Cultivate an environment that supports inclusivity, teamwork, and performance. Provide leadership through communication, performance management, development and recognition of staff
• Manage the team by hiring, coaching, training and providing direction to team members through feedback to support personal development and ongoing improvement

Education and / or Experience :

Skills and Abilities :