At Blue, we discover pathways to realize your possibilities. Our Retail Operations Manager is responsible for fostering a culture of operational excellence within our contact center and branch network. This position is accountable for delivering effective and efficient operational oversight that mitigates risk while providing exceptional member experiences. Accountable for enhancements to procedure and ensuring adherence to policy within the retail teams. This position is primarily responsible for leading operational inspections of retail activities to ensure policies and procedures are being followed correctly and compliance is maintained.

This position also focuses on:

• Works with management and internal/external auditors to ensure adequate internal controls are maintained and procedures followed to increase member confidence, retention, and risk reduction. Assists branches with post-audit action plans to resolve any findings or recommendations.
• Managing vendor relationships, defining user requirements, and performing user acceptance testing. Serve as lead for strategic change initiatives.
• Serves as the retail security lead and optimizes procedures for seamless experiences.
• Liaison for interpretation/implementation of compliance and regulatory issues for the retail team. Monitors/spot checks branch transactions to ensure operational integrity by branch employees. Coordinates visits to the branches to work with operations staff to ensure most current processes are in place.
• Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

EXPERIENCE:Five years to eight years of similar or related experience, including preparatory experience.

EDUCATION/CERTIFICATIONS/LICENSES:A college degree.

INTERPERSONALSKILLS: A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.