Top Benefits
About the role
Scope of Position
As the Manager of Retail Operations, you will be responsible for overseeing and managing the daily operations of our retail services and ensuring adherence to all relevant operational and compliance regulations. The Manager will play a key role in optimizing efficiency, managing risks, and maintaining a high level of customer satisfaction.
The Manager will be the working owner for all areas related to branch cash management, controls, security, and compliance. The individual is the primary resource person for all the branches (including the Contact Center) in the noted areas. This individual also acts as the liaison between other cross functional areas and the branches to ensure consistency and understanding of procedures and work instructions (gatekeeper.)
This role provides leadership and guidance to an operational team. Through ongoing coaching and development, the Manager will maximize employee capability and engagement and foster a high-performance team.
This role oversees develops and recommends for approval, Branch Operational Efficiencies to the Director Retail Operations & Sales Effectiveness through comprehensive business plans. This role will collaborate with cross-functional teams to implement operational improvements, retail policies and procedures to align with organizational goals and enhance the overall customer experience. This role is viewed as a direct support by overseeing all non-sales related issues for the Director, Retail Operations & Sales Effectiveness
Key Responsibilities
Retail Operations Oversight:
- Regularly monitors the operations of all retail branch locations, ensuring consistency in service delivery, compliance, and operational efficiency as related to Retail Operations.
- Assist Regional Leaders in ensuring that branches adhere to operational controls to minimize losses.
- Ensure branches stay up to date with any internal operational policy and procedural changes through regular meetings and communications.
- Review and streamline day to day retail operations, ensuring optimal efficiency and member experience.
- Collaborate with cross-functional teams to implement operational improvements and enhance overall member experience.
- Develop for recommendation approval and implementation retail polices and procedures to align with organizational goals.
- Acts as subject matter expert in any corporate initiatives that have an impact on operational controls and/ or branches.
- Serves as a branch resource for fielding questions related to teller operations, processing, internal controls and regularly scheduled audits.
Compliance Oversight
- Stay abreast of industry regulations, updates and best practices to align with company’s compliance and standards.
- Work with compliance and legal to interpret and apply regulatory requirements as they apply to retail operations.
Training and Knowledge Oversight
- Identify knowledge gaps in operational and compliance areas, working with OD partners to develop and enhance training to close identified gaps.
- Foster a culture of operational and compliance awareness and ethical conduct within the retail teams.
Risk Management Oversight
- Identify, assess, and manage operational risks associated with retail operations.
- Implement risk mitigation strategies and develop contingency plans.
- Recommends any changes or revisions required to cash controls and security procedures as appropriate and when deemed necessary from a risk control framework.
Reporting and Documentation
-
Generate, analyze, and report, on a regular basis on retail operations and branch status related to operational controls, risk management and compliance.
-
Provides recommendations to Leadership on activities to close gaps where identified.
-
The incumbent also assists in process improvements, coordinating training with partners and communication of the changes to respective staff.
-
Assists branches in preparing for internal audits by reviewing on a regular basis all established operational controls and providing guidance to branches.
-
Monitors responses to audits and ensures management actions are delivered on time.
-
Comprehensive documentation of compliance processes, audit results, and corrective action items adjusted accordingly to meet regulatory requirements.
-
Ensures that branches working instructions related to cash operations, teller functions and negotiable items transactions are clear, efficient, and reviewed on an ongoing basis for potential improvements.
-
Assists in monitoring reports related to operational controls.
Expectations / Outcomes
-
Satisfactory internal and external operational audits.
-
Cash losses are minimized reducing corporate risk associated with these losses.
-
All Branch Staff are knowledgeable in areas of operational controls.
Qualifications
Educations / Certifications / Experience
- University degree/college diploma in business administration and / or related discipline with 7 years relevant work experience
- 5 years banking experience with 3 years in cash custody and branch operations
- 3 years leadership experience
Knowledge / Skills
-
Thorough understanding of operational controls
-
Sound working knowledge of Excel and Excel based reporting.
About Alterna Savings
Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking® for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.
Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry-leading online brokerage and investment management services.
To learn more about Alterna Savings, please visit alterna.ca, X, Facebook, Instagram, or LinkedIn.
Working at Alterna
We are incredibly proud of our corporate culture, embodying our core values: Collaboration, Integrity, and Respect, where everyone works together towards a common goal; the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for eight years running.
-
We appreciate all applicants; however, preference will be given to candidates who most closely meet the qualifications, key skills, and competencies outlined above.
-
Alterna is compliant with the Ontarians with Disabilities Act and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.
About Alterna Savings
Alterna Savings and Credit Union Limited (Alterna) has been the Good in Banking for over 115 years, is the third-largest credit union in Ontario and one of Canada’s Top 10 Credit Unions. As the first full-service, member-owned cooperative financial institution outside Quebec, Alterna Savings shares its expertise with 217,000 members through a network of 46 branches across Ontario, as well as call centre and digital channels. Members and customers also benefit from an industry-leading online brokerage, investment management services, and have access to over 43,000 surcharge-free ATMs in North America with THE EXCHANGE Network in Canada and the Allpoint Network in the US.
Top Benefits
About the role
Scope of Position
As the Manager of Retail Operations, you will be responsible for overseeing and managing the daily operations of our retail services and ensuring adherence to all relevant operational and compliance regulations. The Manager will play a key role in optimizing efficiency, managing risks, and maintaining a high level of customer satisfaction.
The Manager will be the working owner for all areas related to branch cash management, controls, security, and compliance. The individual is the primary resource person for all the branches (including the Contact Center) in the noted areas. This individual also acts as the liaison between other cross functional areas and the branches to ensure consistency and understanding of procedures and work instructions (gatekeeper.)
This role provides leadership and guidance to an operational team. Through ongoing coaching and development, the Manager will maximize employee capability and engagement and foster a high-performance team.
This role oversees develops and recommends for approval, Branch Operational Efficiencies to the Director Retail Operations & Sales Effectiveness through comprehensive business plans. This role will collaborate with cross-functional teams to implement operational improvements, retail policies and procedures to align with organizational goals and enhance the overall customer experience. This role is viewed as a direct support by overseeing all non-sales related issues for the Director, Retail Operations & Sales Effectiveness
Key Responsibilities
Retail Operations Oversight:
- Regularly monitors the operations of all retail branch locations, ensuring consistency in service delivery, compliance, and operational efficiency as related to Retail Operations.
- Assist Regional Leaders in ensuring that branches adhere to operational controls to minimize losses.
- Ensure branches stay up to date with any internal operational policy and procedural changes through regular meetings and communications.
- Review and streamline day to day retail operations, ensuring optimal efficiency and member experience.
- Collaborate with cross-functional teams to implement operational improvements and enhance overall member experience.
- Develop for recommendation approval and implementation retail polices and procedures to align with organizational goals.
- Acts as subject matter expert in any corporate initiatives that have an impact on operational controls and/ or branches.
- Serves as a branch resource for fielding questions related to teller operations, processing, internal controls and regularly scheduled audits.
Compliance Oversight
- Stay abreast of industry regulations, updates and best practices to align with company’s compliance and standards.
- Work with compliance and legal to interpret and apply regulatory requirements as they apply to retail operations.
Training and Knowledge Oversight
- Identify knowledge gaps in operational and compliance areas, working with OD partners to develop and enhance training to close identified gaps.
- Foster a culture of operational and compliance awareness and ethical conduct within the retail teams.
Risk Management Oversight
- Identify, assess, and manage operational risks associated with retail operations.
- Implement risk mitigation strategies and develop contingency plans.
- Recommends any changes or revisions required to cash controls and security procedures as appropriate and when deemed necessary from a risk control framework.
Reporting and Documentation
-
Generate, analyze, and report, on a regular basis on retail operations and branch status related to operational controls, risk management and compliance.
-
Provides recommendations to Leadership on activities to close gaps where identified.
-
The incumbent also assists in process improvements, coordinating training with partners and communication of the changes to respective staff.
-
Assists branches in preparing for internal audits by reviewing on a regular basis all established operational controls and providing guidance to branches.
-
Monitors responses to audits and ensures management actions are delivered on time.
-
Comprehensive documentation of compliance processes, audit results, and corrective action items adjusted accordingly to meet regulatory requirements.
-
Ensures that branches working instructions related to cash operations, teller functions and negotiable items transactions are clear, efficient, and reviewed on an ongoing basis for potential improvements.
-
Assists in monitoring reports related to operational controls.
Expectations / Outcomes
-
Satisfactory internal and external operational audits.
-
Cash losses are minimized reducing corporate risk associated with these losses.
-
All Branch Staff are knowledgeable in areas of operational controls.
Qualifications
Educations / Certifications / Experience
- University degree/college diploma in business administration and / or related discipline with 7 years relevant work experience
- 5 years banking experience with 3 years in cash custody and branch operations
- 3 years leadership experience
Knowledge / Skills
-
Thorough understanding of operational controls
-
Sound working knowledge of Excel and Excel based reporting.
About Alterna Savings
Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking® for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.
Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry-leading online brokerage and investment management services.
To learn more about Alterna Savings, please visit alterna.ca, X, Facebook, Instagram, or LinkedIn.
Working at Alterna
We are incredibly proud of our corporate culture, embodying our core values: Collaboration, Integrity, and Respect, where everyone works together towards a common goal; the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for eight years running.
-
We appreciate all applicants; however, preference will be given to candidates who most closely meet the qualifications, key skills, and competencies outlined above.
-
Alterna is compliant with the Ontarians with Disabilities Act and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.
About Alterna Savings
Alterna Savings and Credit Union Limited (Alterna) has been the Good in Banking for over 115 years, is the third-largest credit union in Ontario and one of Canada’s Top 10 Credit Unions. As the first full-service, member-owned cooperative financial institution outside Quebec, Alterna Savings shares its expertise with 217,000 members through a network of 46 branches across Ontario, as well as call centre and digital channels. Members and customers also benefit from an industry-leading online brokerage, investment management services, and have access to over 43,000 surcharge-free ATMs in North America with THE EXCHANGE Network in Canada and the Allpoint Network in the US.