Job Description

Job Summary

Works collaboratively and shares accountability with branch leadership in ensuring branch operational soundness. Monitors, tests and reviews for adherence and ensures consistency and adherence to established deposit policies, procedures and compliance for a designated region (area). Supports and serves from 20-35 branches with consideration given for geographical constraints. Acts as primary liaison with local market leadership and designated corporate support business units including information security, facilities and physical security, business continuity, and issue resolution.

Job Duties and Responsibilities

• Serves as subject matter expert regarding deposit operational procedures and compliance-related matters. Provides oversight, direction and coaching to branch personnel to ensure compliance of regulatory and other internal controls pertaining to deposits. Interprets, analyzes and investigates procedural violations reports for coaching purposes and works with HR and Branch Leadership to ensure performance issues are appropriately identified and addressed if applicable. Ensures documentation is processed in line with establised compliance guidelines, company policies and regulatory requirements.
• Serves as the point of contact for communication with corporate support teams such as the help desk, customer care, fraud, and other lines of business. Fosters proper usage and understanding of applications, tools and protocols, while reinforcing corporate guidance. Facilitates and provides guidance through monthly Consolidated Calls for all front line team members.
• Serves as the primary contact for the Regional Retail Sales Managers, market leadership, and other bank service leadership as necessary to ensure operational efficiency goals and customer service objectives are met.
• Provides direction to retail team members on security matters and communicates necessary information as appropriate. Serves as the liaison with the security area to ensure the branches are trained and adhere to the expectations for the safety of all team members.
• Serves as stakeholder for operational leadership, providing guidance and support for branch openings, closings, and conversions or for new equipment installations. Fosters the proper use and understanding of the scheduling tool and reinforces guidance from the scheduling team
• Manages the oversight of the Branch Management Operations Checklist and execution of Branch Control Program gaps to ensure operational soundness (delete-direction and guidance and communicates operational expectations to) for Retail Market Manager, Relationship Bankers, and Branch Service Supervisor, or equivalent roles through monitoring, testing, and training. Partners with branch leadership to ensure Branch Service Supervisor is operationally proficient. Provides training and facilitates ongoing and regular meetings by compiling topics for communication and reinforcement of current initiatives, process and policy changes.
• Serves as business continuity liaison and communicator for retail teams. Plays a lead role working with local market leadership, community and retail bank leadership, branch administration, and business continuity in executing on the plan in the event of a weather, natural or man-made disaster. Executes responsibilities outlined in the Severe Weather Playbook. Executes timely communication utilizing Send Word Now of event impacts to affected team members within the designated markets.
• Conducts multiple on-site visits to each branch to review compliance with bank policies and procedures, federal, state, and local regulations. Ensures the designated branches address identified gaps in meeting Branch Control Program requirements. Reviews and implements resolution to the gaps identified through the Branch Control Program with leadership to achieve optimum operating results.
• Communicates with leadership and fellow team members to promote a positive and collaborative team environment. Assists with special initiatives and projects. Completes compliance and other assigned training on time.
• Provides Branch Leadership with the operational adherence indicators for the RMM, BSS and RBs for Performance Enablement objectives. Has dotted line responsibility with Branch Management for the operational performance of the BSS and RB roles. Provides advisory counsel and coaching to Branch Leadership for underperforming team members on operational matters.
• Continuously looks for opportunities for the improvement and simplification of processes to enhance response time and to identify opportunities for increased efficiency.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer committed to fostering an inclusive work environment.

Minimum Education:

• Bachelor’s degree in Business Administration, Finance, Accounting or a related field or an equivalent combination of education and experience.

Minimum Experience:

• Seven to Ten years of job specific experience including retail branch management experience in an RMM or similar role and proven operational excellence.

Required Knowledge, Skills, & Abilities:

• In-depth knowledge of bank operational policies and procedures
• High level knowledge of bank branch systems, applications, and job roles
• Thorough understanding and knowledge of compliance rules and regulations
• High level knowledge of other lines of business functions and contacts
• Strong communication skills and the ability to communicate effectively verbally and in writing
• Strong leadership, motivational and interpersonal skills with ability to establish rapport with leadership and front-line team members
• Strong analytical and process management skills and the ability to be detail oriented
• Proficient in Microsoft Office software products including Word, Excel and PowerPoint

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