Branch Banking-Market Operations Leader at Flagstar Bank

The Market Operations Leader (MOL) is a subject matter expert in branch policies and procedures. The MOL will be responsible for overseeing multiple branches across one or more markets, including coaching, training and developing the branch leadership in all operational aspects. Responsible for ensuring Flagstar Bank procedures are compliant with federal regulations and ensuring bank branch compliance with those bank procedures. The MOL prepares the bank branches for internal and external auditing along with compliance quality control testing. The ability to understand business processes, communicate with all levels of personnel, an ability to understand and evaluate internal controls, a desire to continue to develop professionally and communicate effectively are required. The Market Operations Leader is the leader of operations for their assigned area and will assist bank branches with day-to-day operations, overseeing the operational details of all branch banking functions. The MOL is responsible for responding to the questions and concerns received through the bank branches and back-office departments regarding the branches they oversee. Additionally, the MOL is responsible for conducting their own branch audits for their assigned locations, and reviewing audits for other areas as assigned. They are also responsible for completing all necessary reporting for branch audits. In addition, they are responsible for completing monthly reporting on Branch Leadership Over/Short, proof advices and timing, Data Loss Protection, check holds, assigning cash auditors for branches with a missing member of leadership, as-well-as Daily Authorization Limit, and other operational reports, as needed. The Market Operations Leader is responsible for leading the operations portion of all Branch Leader and Assistant Leader meetings and conference calls. They are also responsible for coaching and training on a weekly basis to ensure quality account openings based on the results of the weekly error corrections report. All of these efforts will help to meet the goal of producing high quality audits, maintaining compliance with federal regulations and internal bank policies, and in generating quality work by doing things right the first time. The ability to understand business processes, communicate with all levels of personnel, an ability to understand and evaluate internal controls, a desire to continue to develop professionally and communicate effectively are required. The Market Operations Leader oversees operational activity in the Market by driving, supporting and achieving operational targets. Regularly communicates market performance and priorities with all team members. Stays informed of key priorities and operational deficiencies. Executes Retail Banking operational processes. Ensures collaboration between branch team members and internal departments. Promotes and models the Flagstar STAR values. Set clears expectations to do things right the first time, while coaching and developing the branch teams. Internal contacts: Retail Bank Branches, Community Banking, Central Services, Solutions Center, Commercial Services, Treasury Management, Payment Operations, Office of the President, IT Security and Contact Center. External contacts: Consumer and business customers, Alarm Company and other 3rd party vendor representatives.

• Prepare for Internal and external auditing by conducting & preparing summaries of Branch Audits/Procedural Reviews. Conducts procedural branch audits and follow-up audits as required, which cover various detailed compliance, security and operational items. Conducts applicable Home Loan Center audits and report results. Reviewing results with branch leadership and Market Leader for each audit conducted. Reviewing procedures to ensure branch compliance. Analyzes data and makes recommendations for procedural improvements and efficiencies. Annual review of audit procedures to ensure they are up to date with current policies. Review and compile reports to monitor for quality issues and address accordingly. Review reports generated daily, weekly and monthly to ensure accuracy of several areas of account quality and compliance such as CIP (Customer Identification Policy), KYC (Know Your Customer) and other reports to detect possible compliance errors or fraudulent activity. Ensure branch understands and corrects any issues that are reported in a timely manner. Compile and distribute necessary reports and investigate any questions or gather feedback regarding operational aspects
• Assist with training and developing branch and assistant leadership teams. Lead and participate in various meetings and conference calls with market and branch leadership to ensure team is current on all procedural changes and continuing education on current procedures and processes. Track necessary required compliance training to ensure it is completed on time. Answers questions as they may arise from branch leadership and branch team members. Coach new/existing leadership team members regarding operational functions (branch visits). Develop and review action plans with branch leadership to remediate any branch audit issues and findings. Coach branches on a weekly basis for account quality improvements. The Market Operations Leader is responsible for leading the operations portion of all Branch Leader and Assistant Leaders meetings and conference calls. They are also responsible for coaching and training on a weekly basis to ensure quality account openings based on the results of the weekly error corrections report. All of these efforts will help to meet the goal of producing high quality audits, maintaining compliance with federal regulations and internal bank policies, and in generating quality work by doing things right the first time.
• Hold branches accountable for their operational responsibilities to protect against fraudulent activity. Review daily, weekly and monthly quality and operational reports. The reports may indicate issues of compliance or procedural issues that could put the bank at risk of loss. Follow up with branch teams to ensure training and understanding of issues to prevent future occurrences, where needed. Research losses or potential losses due to procedural violations and review with branch teams, as-well-as review monthly reporting to ensure branch leadership is within the guidelines. Reports any issues to Market Leaders and/or Branch Leaders as necessary. On call to assist with procedural inquiries from branches to provide supervisory authority limit review and approvals for various items. Investigate matters to assist with holding staff accountable regarding procedures and practices. Track and analyze data and make recommendations for department improvements. Participate in committee meetings and various projects throughout the year. Develop and maintain strong rapport with peers, market leaders, departments and bank branch employees. Communicate changes, updates or problems with applicable bank branches. On call to assist and visit branches in the event of robbery or emergency circumstances. Review of branch over and short.
• Other operational bank branch aspects and procedural updates to cover federal regulations and compliance. Responsible for approving transactions above branch leadership limits including (but not limited to); wire transfers, cashier’s checks, cash withdrawals, as-well-as approving procedure and account opening exceptions. Assist with current alarm codes for employees, as needed. Act as Records Retention Lead for each banking center with the responsibility of overseeing all records retention activities. This includes onsite branch training and preparation, maintaining branch logins to the IM Connect website, ensuring semi-annual clean-up of shared drives and branch physical records is completed, approval of destruction of records at Iron Mountain and completing an annual spring clean-up initiative. Data Loss Protection Lead for assigned branches with the responsibility of closing all branch events, providing coaching/training to any employees who violate Data Loss Protection policies, as-well-as escalating any potential security breaches. Lead contact and coordinator for all branch new builds, relocations, and closings. Assist Financial Crimes Unit/Fraud in investigating suspected fraud, balancing issues, or any other employee related fraud. Partner directly with Market Leader for assistance in employment issues arising from operational/performance matters. Partner directly with various departments to assist with escalated customer issues and help develop procedures and improve upon existing procedures.

Job Requirement:

• 5+ years in leadership and management
• 6+ years with banking operations and procedures
• Previous experience with branch audits and/or compliance quality control testing preferred
• Demonstrated effectiveness in managing operational requirements & procedures in a Retail Bank
• Bachelor’s Degree Preferred in Business Administration, Finance, Accounting, Law, or related field preferred or comparable work experience
• Strong written and verbal communication skills required.
• Intermediate technical and computer skills; ability to navigate quickly within various computer programs.
• Thorough understanding of MS Office Suite required.
• Ability to look for ways to improve and promote quality.
• Exceptional analytical and problem-solving skills with an ability to think quickly under pressure.
• Must be action-oriented with a great sense of customer and quality focus.
• Able to function independently.
• Detail oriented with the ability to manage multiple tasks simultaneously.
• Ability to work in a team environment.
• Desire to learn and develop professionally.
• Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.
• Ability to develop strong partnerships with other business units.
• 20-30% of the time spent away from home office

Flagstar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, or national origin