Interactive Teller Center Manager - Gables Search Group

Position: Interactive Teller Center Manager
Location: Baton Rouge, LA
Reports To: SVP of Member Services

Overview:
Our client, a leading financial institution, is looking for an experienced and dynamic Interactive Teller Center Manager to join their growing team. This position is being created to lead the rollout and management of cutting-edge interactive teller machines (ITMs) across all branches, ensuring a smooth implementation and seamless member experience. As the ITM Manager, you'll be instrumental in shaping the future of banking by overseeing the day-to-day operations of the ITM system and coaching staff to deliver exceptional service.

Key Responsibilities:

• Lead the implementation of ITMs across all branches, starting with the first machine rollout in coming months.
• Coach and mentor virtual tellers to ensure high-quality, personalized service in a virtual environment.
• Manage and optimize the performance of ITMs, monitoring key metrics like wait times, abandonment rates, and member satisfaction.
• Provide training and development to staff, ensuring all team members are proficient in operating the ITMs and delivering excellent member service.
• Collaborate with other departments to troubleshoot issues and maintain smooth operation of all ITMs.
• Foster a high-performance culture, motivating the team to meet and exceed performance goals.
• Perform regular audits and compliance checks, ensuring adherence to all regulatory standards.

Success Metrics:

• Successful implementation of ITMs across all branches.
• High member satisfaction and engagement, reflected in consistent service quality and positive survey responses.
• Achievement of department goals related to efficiency, performance, and member experience.

Requirements:

• Bachelor’s degree required.
• 2-3 years of management experience in a financial institution, specifically with interactive teller machine operations.
• Prior experience in a similar role, such as Virtual Teller Manager or Operations Manager with ITM oversight, strongly preferred.
• Ability to manage and lead teams effectively, with a focus on coaching and performance improvement.
• Strong problem-solving, communication, and interpersonal skills.
• Ability to thrive in a fast-paced, evolving environment.

Why Join Our Client:
This is a unique opportunity to be a part of an innovative project that will transform the way our client serves its members. You'll be at the forefront of virtual banking, ensuring that members receive the same high-quality service they would expect in-person, even in a virtual setting. If you're ready to lead a team, embrace new technology, and make an impact, we'd love to hear from you.