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Client Experience Operations Manager II / Teller Supervisor / Clearlake
Job ID 2018-111933 Site Name TX-HOUSTON-CLEAR LAKE Category RETAIL BANKING - BRANCH Work Location US-TX-HOUSTON FLSA Status NON-EXEMPT Type FULL TIME EOE Statement Equal Opportunity Employer - Minority/Female/Disability/Veterans.
Overview At BBVA, we are working to make banking better for everyone. That is where you come in. We are looking for smart, team oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience. Learn more below.
Responsibilities Be a BBVA Compass leader achieving client and operational excellence with management responsibilities
and clear career path opportunities. Demonstrate exceptional client experience leadership overseeing all
aspects of customer service and operations standards. Drive digital sales by leading client digital migration
& engagement activities and demonstrations. Monitor and control teller line procedures and protocols for
all client & operational transactions maintaining regulatory and audit compliance. Manage and develop a
first class teller workforce focused on employee satisfaction and career development.
Client Experience
Overview: Responsible for delivering an exceptional client experience. Focus on service excellence and
achieving client experience goals as measured and reported through Passion for Customer Accelerator
(PfCA). Positively impact branch sales activities by managing all operational and service tasks working
to achieve NPS goals and operational standards.
Direct Management
Overview: Responsible for the direct management of the LBA and BA staff.
Operations and Compliance
Overview: Manage operational functions including loss control, compliance, audit standards, paying and
receiving transactions, regulatory compliance, and bank policy and procedure. Supervise and develop
individual team members' understanding, implementation and execution of all policies, procedures, products,
systems and banking transactions to ensure sound decision making.
Digital Client Engagement and Lobby Management
Overview: Effectively manage the flow of clients, directing them to the appropriate channel based on
complexity of requests, relationship, sales potential and wait time. Drive and lead focus on digital sales by
managing and maintaining consistent digital migration practices and processes. Educate teammates to be
digital service advocates helping clients with ATM, mobile & online demonstrations allowing clients to bank
how they want and when they want.
Management Responsibilities in Absence of a BRE
Overview: Operations Manager will act as the backup manager when the BRE is out of the branch.
Security
Overview: Manage security inside and outside of the branch in compliance with the security manual and safety standards
Qualifications Qualifications 1. Bachelor's degree or equivalent professional experience.
2. Minimum of three year retail branch operations experience as a Teller/Branch Associate (BA) or Lead Teller/Associate Manager/Lead Branch Associate (LBA) or other branch operational experience.
3. 2 years previous supervisory and/or lobby management experience
4. Excellent verbal and written communication skills.
5. Focus on problem resolution.
6. Display a friendly and helpful attitude and have the ability to positively interact with clients and teammates.
