Enterprise Retail Operations Administrator

Overview

• This hybrid position is flexible to be located in any one of our four markets. The selected candidate must be available to work three (3) days in office each week at our Ithaca, NY HQ; Batavia, NY admin office; Brewster, NY admin office; or Wyomissing, PA admin office.*
  
  

Provide operational expertise and administrative leadership to branch administration across all Tompkins Community Bank markets. Support the retail banking team in achieving financial, sales, and audit goals by enhancing operational efficiency and service quality through technological advancements, including automation and AI-driven processes. Collaborate with leaders in BSA, AML, Operations, IT, Risk, Compliance, Security, Audit, Finance, and other business units to ensure clear communication and effective oversight of branch policies, procedures, and controls. Utilize deep expertise to manage complex branch administration functions and implement robust risk mitigation strategies. Champion a culture of innovation and continuous improvement within the Retail division.

Responsibilities

• Oversee branch adherence to established policies and procedures.
• Ensure consistency and uniformity of policies and procedures across all branches and markets.
• Communicate updates, revisions, and enhancements to branch operational policies and procedures to market teams, ensuring clear understanding and full adoption.
• Maintain comprehensive, up-to-date operational materials and ensure appropriate distribution.
• Assess current processes and design streamlined methods to track and validate procedural adherence.
• Develop and implement policy and procedural changes; test and monitor associated controls for accuracy and fraud prevention.
• Work closely with stakeholders ensuring processes meet specified quality standards and identify areas for improvement enhancing overall quality.
• Coordinate internal and external audits by implementing necessary improvements or process modifications and develop timely management responses to audit findings to ensure resolution and drive continuous improvement.
• Monitor regulatory compliance and recommend enhancements to branch administration and other key stakeholders to ensure ongoing adherence.
• Create and manage risk matrices within the assigned area of responsibility.
• Develop models for accurate reporting and analysis of branch operational activities and adherence to policies and procedures.
• Oversee the annual Branch Assessment process across all markets, including the full branch cash count process.
• Facilitate training as needed to maintain and improve compliance with operational standards.
• Identify and resolve issues in manual and automated processes that affect branch compliance, efficiency, or customer experience by recommending and implementing effective solutions in coordination with Community Banking Market Managers and Community Bank Operations Managers.
• Represent Branch Administration Operations as a project team member or leader on relevant company-wide initiatives, promoting effective change management practices.
• Lead the integration of AI technologies within the Retail Division to apply continuous improvement strategies that enhance branch operations, drive end-to-end digital automation, and elevate the customer experience.
• Oversee all branch operational-related contracts.
• Support the project planning and execution for the opening, relocation, or permanent closure of branches and/or ATMs, including ensuring timely and accurate documentation is submitted to relevant federal agencies. Act as a liaison between the bank and regulators completing all required documentation to governing agencies.
• Oversee Community Banking Operations across all markets. Direct all duties of quality completeness and accuracy as defined in the Community Banking Operations Manager Job Description. Monitor and verify exception reporting.
• Stay informed on regulatory operational approaches and emerging fintech trends and assess their potential application within the Tompkins operating environment using both internal and external resources.
• In collaboration with Community Banking Market Managers, recommend appropriate personnel actions to Human Resources and management in response to procedural violations, ensuring accountability, consistency and adherence to company standards.
• Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of harassment and other forms of illegal discriminatory behavior in the workplace.
• Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Company’s compliance with all regulatory requirements; ensure that branch staff adhere to the same.
• Perform other related duties as assigned or directed.
  
  

Qualifications

• A bachelor’s degree in a related field, and/or specialized banking education and training related to branch banking, operations, and sales management.
• Minimum of 12 years of experience in retail branch operations
• At least 3 years of experience in a related role, with working knowledge of core banking systems and ancillary platforms
• At least 3 years of demonstrated management decision-making, with a focus on compliance, internal controls, bank structure, and specialized functions such as audit and regulatory oversight.
• Project management experience in banking systems implementation and large-scale organizational change, with a strong understanding of various operational functions
• Preferred familiarity with workflow automation, including generative artificial intelligence.
• Prior management experience required.
• Strong interpersonal and communication skills (both verbal and written)
• Proficiency in Microsoft Word and Excel
  
  

Benefits

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals
  
  

EEO Statement

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law.

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Pay Range

USD $135,000.00 - USD $165,000.00 /Yr.