The Division Operations Manager, in partnership with Retail Division Heads, guides branch management in providing sales and service excellence, and operational integrity. The incumbent acts as an Agent of Change in the transformation of retail branches according to Valley's Strategic Plan. Advocates new and updated initiatives, product offerings and service delivery options at the branch and divisional level. Acts as Subject Matter Expert in Policy and Procedure. Acts a liaison between Retail and other departments and Business Partners. Is responsible for ensuring branch operational soundness.

　　Monday-Friday 8am-5pm

　　Responsibilities include but are not limited to:

　　Leads transformational change such as technology upgrades, product updates, digital and self-service options in the branch by ensuring team member readiness via onsite or virtual communications, skill development and reinforcement.Perform Managerial functions of the division, including staffing and managing employee issues related to non-sales activities.Analyze existing processes and recommend new or updated processes, procedures and/or solutions with detailed reasoning and planning that will lower cost and maximize team efficiency.Is the Subject Matter Expert and applies critical thinking skills to assess and resolve complex branch and customer issues.Conduct branch operational assessments and identify exceptions. In cooperation with senior management, create plan for remediation. Coach branch management and staff in developing processes to ensure operational integrity.Through branch visits, observe and evaluate customer interactions and provide observation and feedback to ensure high customer service levels.Evaluate and guides the success of Service Excellence Managers by partnering in the selection process, providing training and mentorship, and identifying candidates for career progression.Conduct Service Excellence Manager meetings to disseminate and discuss new and revised initiatives in operations, sales, service and compliance. Actively contribute to branch and division sales and service meetings.Conducts research to address customer complaints and designs course of action. Effectively balances customer satisfaction to risk.Provide feedback and guidance to Retail Management in branch HR issues, including employee disputes, performance issues, disciplinary actions and terminations.Act as a liaison between branches and back office departments including legal, deposit operations, AML, and Retail Banking. Manages, oversees and implements the opening, relocating and closing of branches. Manage the resolution of significant branch out of balance cash and general ledger situations. In collaboration with CFIS and Human Resources, perform research regarding targeted issues, such as disappearance of cash, false proofs and unresolved general ledger differences. Assist CFIS by providing post-branch robbery support. Prepare Incident Reports regarding customer fraud and losses. Provide guidance for resolution, employee coaching and policy revisions.When identified, report unusual customer and employee activity under AML/BSA guidelines.Point of escalation and resolution for branch IT and facility issues. Review Everything Speaks submissions.Perform daily operational activities including overseeing/approving daily large overdraft decisioning, branch cash management, fielding questions from branches in division.Review and approve branch reports and SOX certifications on the RBME portal.Accept and execute other duties and responsibilities as assigned, including special projects, ad-hoc committees, etc.Other Responsibilities:

　　Comply with all regulations pertaining to BSA, USA PATRIOT ACT, and OFAC. Complete annual BSA training. Report suspicions of criminal activity, or any attempt to avoid BSA reporting requirements on the part of customers or employees, to the AML/BSA Compliance Department. For supervisory positions, ensure BSA training requirements are completed by staff.Act as liaison to internal technology and operations teams to identify and resolve customer experience issues, including continuous improvement recommendations.Perform other duties as assigned.

　　Required Skills:

　　Strong business acumen.Ability to manage multiple priorities and meet deadlines. Basic project management skills.Ability to make sound business decisions in a fast-paced work environment.Strong leadership, organizational and interpersonal skills.Ability to leverage critical thinking skills to analyze and solve problems.Ability to present a confident and professional demeanor to establish trust and convey knowledge.Excellent level of knowledge of general banking practices, regulations and Valley procedures.Ability to read, analyze, and interpret general business periodicals, reports, professional journals, technical procedures, or governmental regulations.Ability to interpret report results and formulate changes or improvements in response to results. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, customers and staff.Ability to effectively present information in one-on-one and group situations.Intermediate PC skills including Microsoft Word, Excel, PowerPoint.Highly developed organizational skills and attention to detail.Required Experience:

　　High school diploma or general education degree (GED) and a minimum of 8 years related experience.Supervisory/managerial experience.Branch account opening and/or platform experience.Bachelor's degree preferred.Prior experience in retail banking preferred.

　　Exact compensation may vary based on skills, experience, and location.

　　$70,400.00

　　$120,100.00Valley National Bank is an Equal Opportunity / Affirmative Action Employer. All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or other legally protected characteristics, and will not be discriminated against on the basis of disability.