Division Operations Leader - Florida Miami Beach (639) The Division Operations Leader (DOL) is a subject matter expert in branch policies and procedures. The DOL will be responsible for overseeing multiple branches across one or more markets, including coaching, training and developing other market operations leaders as-well-as 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 DOL prepares the bank branches for internal and external auditing along with compliance quality control testing.

The Division 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 DOL 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 DOL 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 management, as-well-as Daily Authorization Limit reports. The DOL 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.

Oversee operational activity in the Division by driving, supporting and achieving operational targets. Regularly communicate Division performance and priorities with all team members. Stay informed of key priorities and operational deficiencies. Execute Retail Banking operational processes. Ensure collaboration between branch team members and internal departments. Set clear expectations to do things right the first time, while coaching and developing the branch teams.

In addition to these details, the Division Operations Leader will also take the lead on additional operational tasks and projects, as assigned by the Director of Banking Operations Oversight. These include but are not limited to: Secondary reviews of completed audits for accuracy, secondary review of operational reports for accuracy, special projects, where applicable. The Division Operations Leader will also assist the Director of Banking Operations Oversight in the training of new Market Operations Leaders or in the continued coaching and development of the Market Operations Leaders. They will also act as backup for the Director of Banking Operations Oversight when they are unavailable as a delegate for any escalated or complex issues that may arise. Along with taking the lead in implementing procedure updates, efficiency initiatives or projects, as assigned. Additionally, the Division Operations Leader will be responsible for teaching, coaching, educating, and mentoring Market Operations Leaders within their division. They will have direct supervision and oversight of the Market Operations Leaders.

• Coaching, Training and Mentoring - Assist with training and developing of Market Operations Leaders, 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 Division 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. The Division Operations Leader will lead operational calls/meetings with the Market Operations Leaders within their division and conduct onsite visits jointly with the Market Operations leaders for coaching and development opportunities. 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.
• Branch Audits and Procedural Reviews – 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.
• Operation Compliance – Hold branches and Market Operations Leaders 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. Any issues will be reported to the Director of Banking Operations Oversight, Divisional Executives, 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.
• Risk Management – 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 that 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 lLader 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.
• Take the lead in drafting updates to various procedures. On call to assist with procedural inquiries from branches and escalated items from other Market Operations Leaders 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 management over and short. Secondary reviews of other Market Operations Leaders audits and reporting for accuracy, Training and mentoring of new Market Operations Leaders.

• 2+ years Regional Operations Manager, or equivalent role, required
• 7+ years in leadership and management, required
• 8+ years with banking operations and procedures, required
• Previous experience with branch audits and/or compliance quality control testing, required
• Demonstrated effectiveness in managing operational requirements & procedures in a retail banking setting, required
• HS Diploma, GED or Foreign Equivalent, required
• Bachelor’s Degree in Business Administration, Finance, Accounting, Law, or related field preferred or comparable work experience, preferred