BRANCH OPERATIONS SPECIALIST JOB DESCRIPTION

A branch runs on more than transactions. The Branch Operations Specialist owns the administrative and compliance infrastructure that keeps a financial services location audit-ready and operationally sound - covering accounts payable and receivable processing, payroll accuracy, regulatory recordkeeping, and day-to-day staff coordination. This is not a background support function. Without accurate General Ledger entries, timely document submission to the home office, and adherence to bank or brokerage operational standards, service failures and audit findings follow. The role reports to a Branch Operations Manager and works alongside teller supervisors, loan officers, and compliance teams.

You will own the branch's operational and administrative controls end to end, serving as the Branch Operations Specialist who ensures financial records, staff schedules, and compliance documentation meet both regulatory deadlines and internal audit standards. The position sits within the branch team and coordinates directly with the home office, department managers, and frontline staff across all operational functions.

Career Impact: Hands-on ownership of accounts payable coding, payroll input, and audit preparation builds the kind of branch-level financial controls experience that advances into operations management roles within banking or brokerage environments.

Business Impact: The accuracy of General Ledger entries, regulatory filings, and client documentation this role produces determines whether a branch passes audits and meets compliance deadlines - outcomes that directly affect the institution's standing with regulators.

Growth Opportunity: Exposure to cross-functional areas including credit support, HR administration, and brokerage document processing broadens your operational scope and strengthens your candidacy for Branch Operations Manager or Compliance Officer tracks.

• Coordinate accounts payable coding and accounts receivable collection to maintain accurate branch financial records
• Process payroll timecards and verify accuracy before submission, supporting human resources functions at the branch level
• Maintain and submit compliance documentation to the home office within required regulatory deadlines
• Support audit preparations by organizing financial records, job files, and accounting histories for review
• Supervise or assist in supervising frontline staff, including scheduling, training coordination, and performance monitoring
• Generate weekly invoicing and prepare monthly financial reports for branch management review
• Onboard clients and process branch documents, ensuring complete and accurate records are filed and routed appropriately
• Coordinate internal communications across branch staff, home office personnel, and management at all levels

• High school diploma or equivalent, or equivalent work experience in a related field
• 2 or more years of branch operations or general office experience, with demonstrated exposure to financial recordkeeping or administrative compliance
• Proven ability to handle confidential and time-sensitive materials with accuracy and discretion
• Strong organizational skills with the ability to manage multiple deadlines and shifting priorities simultaneously
• Solid written and verbal communication skills, with experience coordinating across staff levels and external contacts
• Working knowledge of accounts payable, accounts receivable, or payroll processing in a branch or office setting

• Prior experience in a commercial bank, credit union, or brokerage operations environment
• Familiarity with General Ledger entry processes or financial audit support workflows
• Demonstrated supervisory or team coordination experience, including scheduling and performance tracking
• Proficiency with enterprise resource planning or branch management platforms used for data entry and reporting

• Document submission rate to home office, measured against established regulatory deadlines
• Payroll timecard accuracy rate, tracked per pay period submission cycle
• Audit finding frequency, reflecting completeness of branch records and compliance file maintenance
• Accounts receivable aging, measuring timeliness of collection follow-up on past-due accounts
• Staff scheduling compliance rate, tracking coverage gaps against posted branch hours and operational requirements
• Typical tools: Office productivity suites (commonly Word and Excel); enterprise resource planning platforms (commonly SAP or equivalent branch systems)

• Base Salary Range: $42,000 to $58,000 annually, depending on location and experience
• Bonus: annual performance bonus of 5 to 8 percent of base, tied to branch operational metrics
• Equity: not typically offered at this level
• Health Benefits: medical, dental, and vision coverage, with partial to full employer contribution
• PTO: 10 to 15 days annually, plus standard federal holidays
• Common Perks: Tuition reimbursement, employee assistance program, and professional development support

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Candidates for this position are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to qualified individuals with disabilities throughout the application and employment process upon request. A background check, which may include review of financial history given the nature of this role, is required as a condition of employment. All applicants must be authorized to work in the United States.

The Branch Operations Specialist owns the full scope of administrative and office coordination for a branch location, including accounts receivable collection, payroll timecard input, and SAP data integrity. Supporting teams across accounting, sales, service, and human resources, the specialist works alongside branch service groups and reports to a supervisor to ensure accurate recordkeeping, timely invoicing, and seamless internal and external communication.

Key Responsibilities

• Handle a wide variety of situations and conflicts involving the clerical and administrative function of the office
• Provides assistance to the branch service group in performing their tasks in an efficient, accurate and timely manner
• Coordinates and performs the collection of accounts receivable and past due accounts
• Prepares weekly and monthly reporting
• Support in the preparation of financial data and responds to accounting audit requests
• Supports human resources functions at the branch level
• Verify accuracy and input timecards for payroll
• Special projects and other related duties as assigned by the supervisor
• Reviews and codes accounts payable items to send to GBS for SAP entry
• Ensures integrity of data input into SAP
• Maintain team member information boards as well as appropriate employment postings
• Generates weekly invoicing
• Ensure business records are maintained, including job and customer files, accounting records, and historical files
• Provide a high level of communication with both Customer and Office

Required Qualifications

• Excellent interpersonal skills and the ability to work well with people at all levels including team members, customers and vendors
• High school diploma or equivalent
• 2+ years general office/clerical experience
• 2+ years of experience successfully utilizing Microsoft Office
• Experience with supervision and Customer Service strongly preferred
• Accounting experience
• Comprehensive problem solving skills
• Neat, organized, enthusiastic, willing to learn and able to work well in a team atmosphere
• Strong PC skills including Microsoft Office with emphasis on Word and Excel as well as database systems
• Excellent interpersonal and communication skills, written and verbal
• Detail oriented, organized
• Complete, process and route appropriate paperwork
• Ability to meet deadlines and multitask
• Ability to work effectively in a fast paced environment
• Commitment to company values

Embedded within the sales and operations function, the Branch Operations Specialist develops customer retention strategies, manages the end-to-end processing of sales orders from receipt through billing, and designs new processes for special service programs. Working closely with internal sales teams and cross-functional personnel, the specialist ensures accurate order management, resolves escalated vendor and contract concerns, and maintains profit margins through market-informed pricing decisions.

Core Functions

• Manage and oversee the processing of sales orders ensuring accurate receipt and booking, tracking sales shipments, delivery, billing and backlog activities
• Provide internal sales reports, responding to inquiries regarding status of orders and resolves customer order difficulties
• Manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy
• Resolve escalated operational related issues including vendor concerns, contract reviews, new programs
• Assign, design and create new processes for special services/ programs for customer, manage market research to determine special pricing for non-standard items in the interests of ensuring appropriate profit margins are reached and maintained
• Select, develop, and evaluate personnel to ensure the efficient operation of the function
• May manage customer quotes activities in line with customer specific strategies, quoting processes, and order management

Qualifications and Experience

• Bachelor's degree or above
• 3 years' related experience, electronic and technological background is preferred
• Accountable for performance and results, comply with company policies and guidelines
• Analytical, adaptable to changes, willing to face challenges
• Good language proficiency in English, Cantonese and Mandarin

Reporting to branch leadership, the Branch Operations Specialist oversees the full scope of branch operations including employee health and safety, fleet maintenance, workforce development, and operational compliance across a service environment. Partnering with HR, contractors, and full-time branch staff, the specialist drives first-time quality, reduces service call frequency, and enables the branch to meet performance and safety standards through structured training, root cause analysis, and proactive talent management.

Primary Duties

• Manages employee health and safety through creating a safer workplace, DuPont STOP, training and observations, and regularly scheduled assessments of the branch
• Conducts periodic safety meetings as well as update safety documents and logs i.e. OSHA, DOT/DQF
• Ensures operating standards are conducted, supported by robust training and communication actions
• Provides managerial oversight to both contractors and full time branch operational employees (direct labor, field service, dispatch, admin, etc.)
• Oversees the ongoing maintenance, inventory and servicing of the fleet through efficient use of company resources (time, people, money, etc.)
• Ensures timely and accurate work order, off rent/damage bill, inventory and purchasing compliance
• Ensures accurate and readily available major/minor part, VAPS and other resources necessary to conducting efficient operations
• Collaborates with HR and leadership to effectively manage branch workforce, ensuring the right recruiting and workforce training strategies are in place to advance company goals
• Assesses talent, implements employee development plans and creates and maintains a learning environment
• Proactively seeks out top talent externally to maintain a robust pool of qualified talent
• Build sustainable relationships and trust with vendors and customers through open, proactive communication
• Ensures all off-rents are conducted within 48 hours of return, units returned are thoroughly inspected for work order accuracy and capture any damage billing where appropriate
• Relocates idle fleet and conduct work order assessments as required
• Conducts fleet physical inventories counts at established frequencies
• Focuses on driving first time quality and reducing less than 60 day service calls, communicates with shop personnel to eliminate, conducts root cause analysis and creates permanent corrective actions

Skills and Qualifications

• High school diploma/GED
• College Degree preferred
• 5+ years of experience as a manager in a service shop/manufacturing/building construction environment
• Proven effective leadership and supervisory skills
• Experience with Continuous Improvement fundamentals
• Competency across a broad range of operational areas including fleet, logistics, inventory, scheduling, dispatching
• Construction experience and knowledge of state/federal requirements, building codes, permitting process, etc. is helpful
• Proficiency with MS Office/Excel/Word/Outlook
• Experience with MS Project, Hyperion, or reporting tools like Cognos is a plus
• Strong customer service focus
• Experience hiring and developing strong team members
• Some financial (P&L) management skills
• Experience controlling operating costs and monitoring actual vs. budget financial performance is a plus
• Ability to effectively manage multiple, changing priorities in a fast-paced environment

A key member of the branch operations team, the Branch Operations Specialist delivers oversight of procurement, inventory management, staff supervision, and branch accounting functions including General Ledger entries and loan document preparation. Collaborating across operations management, facility teams, and direct-report staff, the specialist advances branch performance by maintaining optimal inventory levels, developing personnel, and supporting budget forecasting in alignment with operational goals.

Accountabilities

• Works with their manager to oversee ordering and maintain inventory based on re-order levels and order commitments for branch through direct buys from vendors and coordinated buys with head office
• Oversees procurement and supply of products, ensuring inventory levels are maintained to ensure optimal service to branch clients
• Participates in the directing and supervising staff, participating in recruitment, selection, orientation, training and evaluation of employees, maintaining a safe, secure, and legal work environment, developing personal growth opportunities
• Monitors physical branch operations, reporting any major issues to their manager, initiating maintenance and reports as necessary and alerting the safety committee to major problems
• With guidance from the manager, directs and supervises staff, participating in recruitment, selection, orientation, training and evaluation of employees, maintaining a safe, secure, and legal work environment, developing personal growth opportunities
• Works with Operations Management Team to develop operating budget, forecasting operational needs and making recommendations regarding targets for branch to manager
• Manages staff schedule, including vacation, overtime, sick time and time sheet submission, compiling documentation and records
• Works with manager to reduce and control slow and obsolete inventory
• Works with direct manager to maintain awareness of current industry trends and developments through professional reading, vendor training, conference attendance and participation in industry organizations
• Works with Facility Manager to coordinate facility management, including security, building access, equipment maintenance and building maintenance

Experience and Qualifications

• Grade 12 diploma or equivalent, Post secondary education is an asset
• Minimum of 3 years experience in the water products or construction supply industry
• Must have excellent experience and knowledge of the water products industry
• Excellent leadership and organizational skills
• Strong interpersonal and communication skills
• Proven ability to prioritize, organize and manage time effectively
• Strong team player with an ability to build relationships with customers and co-workers
• Proficiency in Excel and Microsoft Word, and Navision would be an asset
• Understanding of irrigation, meters, industrial, pumps and water treatment products is an asset
• Proven understanding of market conditions and products and ability to recognize opportunities
• Solid administrative and computer skills
• Good team player with an ability to build strong relationships with customers

Serving as the operational support backbone of the branch, the Branch Operations Specialist assists the Branch Operations Manager in achieving service, sales, and compliance goals by directly supervising teller staff and scheduling daily workflow to meet regulatory deadlines. The branch team relies on this work to sustain a high-quality customer service environment, maintain cash and negotiable item accountability, and ensure consistent adherence to bank policies and brand standards.

Day-to-Day Responsibilities

• Carries out supervisory responsibilities in accordance with the bank's policies
• Assists with training, planning, assigning and disciplining of employees in the Branch
• Assures high quality and friendly customer service and adherence to sales and brand standards
• Resolves customer inquiries/complaints and situations in a positive professional and efficient manner
• Promotes effective sales and service environment
• Monitors teller's performance relative to losses, differences and referrals
• When appropriate, coaches for improved performance
• Approves transactions within established guidelines
• Participates in the opening and closing of branch
• Conducts regular staff meetings to insure compliance with all Bank policies and procedures

Professional Experience

• Minimum of 2 to 3 years of recent experience working in a commercial bank as a Supervisor
• Thorough knowledge of bank operations including Teller, New Accounts, and Customer Service
• Basic knowledge of computer applications and the equipment used in the assigned area
• Good organizational and problem solving skills
• Strong interpersonal, verbal and written communication skills
• Ability to manage and multiple tasks/projects and deadlines simultaneously
• Proven leadership skills, and the ability to coach staff to ensure high level of customer service
• Spanish speaking, reading and writing is preferred

Operational continuity across a small campervan depot depends on the Branch Operations Specialist, who coordinates all van preparation, staff supervision, guest check-ins and check-outs, and administrative tasks to ensure outstanding service delivery. Based within a hospitality-oriented depot environment, the specialist serves as the primary customer-facing representative, managing reservations, supplier relationships, stock monitoring, and on-the-ground problem resolution.

What You'll Do

• Train, supervise and support location staff, including client assistants, cleaning/shuttle officers and trainees
• Receive and deliver the campervans (check-ins and check-outs)
• Using oral and written communication skills to register guests, process payments and explain the vehicle functionalities, reservation details and terms and conditions
• Maintain updated information on van availability, reservations and guest communications
• Verify and prepare vans after each booking
• Handle complaints and specific customers' requests and troubleshoot emergencies
• Monitor stock and order depot supplies
• Receive and manage recurrent suppliers

Position Requirements

• Proven work experience as a team leader in Hospitality or Customer Service Position (Hotel, Hostel, Rent-a-car) (mandatory)
• Degree in Tourism or Hospitality (plus)
• Fluent in English and language of the location you're applying for (mandatory)
• Valid Driver's license and confidence to drive a campervan (mandatory)
• Excellent organizational and multitasking abilities
• Outgoing and friendly with a gregarious personality and a natural talent for customer service
• Excellent communication and people skills
• Dynamic and proactive approach
• Availability for flexible schedules and hands-on approach to problems
• Problem Solver: Flexibility and availability for last minute challenges and ability to focus on customer satisfaction
• Responsible, organized and capacity for critical reflection

Branch Operations Specialist coordinates client onboarding, document processing, and audit preparation support within a financial services branch, operating both independently and as part of a team under the Operations Manager. The work directly supports branch staff and all levels of management by ensuring documents reach the home office on schedule and that day-to-day operational standards are upheld with accuracy and efficiency.

Scope of Work

• Assist in maintaining the day to day operations to ensure operational excellence
• Support client onboarding process
• Maintain and process documents
• Assist with audit preparations
• Communicate effectively and efficiently with home office personnel
• Interact and support branch staff and all levels of management
• Interact on routine/sensitive matters
• Ensure that all documents are sent to home office in a timely manner
• Cross training within other positions in the Operations area

Background and Experience

• Willing and able to take on additional tasks
• 2+ years of experience in financial services
• Brokerage operations experience
• Strong attention to detail and accuracy
• Intermediate Microsoft Office skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communication skills
• Effective organizational, multi-tasking, and prioritizing skills