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Banking Center Operations & Process Consultant
BOK Financial Corporation
Albuquerque, NM, United States
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Req ID: 46962
Areas of Interest:Consumer Banking; Consumer Banking, Branch; Risk Management
BOK Financial (BOKF), Headquartered in Tulsa, Oklahoma, BOK Financial Corporation (NASDAQ: BOKF) is a top 25 U.S.-based financial services holding company with operations in ten states – Oklahoma, Texas, Arkansas, Arizona, Colorado, Kansas/Missouri, New Mexico, Nebraska and Wisconsin. The company began more than 100 years ago in Tulsa and has successfully diversified into a variety of industries, businesses and geographies. .
The Banking Center Operations & Process Consultant II is primarily responsible for ensuring that a geographic group of banking center locations and individuals achieve optimum results utilizing performance and risk reporting, conducting in-person observations, behavioral reinforcement, and employee coaching and development through banking center visits. The Banking Center Operations & Process Consultant II will accomplish this through continuous and ongoing efforts utilizing prescribed banking center visits focused on achieving measureable improvements in client experience results, performance results, employee engagement and risk mitigation. This individual will also be responsible for the development and implementation of new banking center procedures, oversight of banking center risk assessments, and special projects as assigned by the Manager, Consumer Banking Center Operations.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
1. Conduct frequent observations within Banking Centers to inspect client interactions, employee use of prescribed client service protocols, use of banking center technology, marketing/merchandising placement, business partner interaction and workforce management. Provide behavioral reinforcement to achieve desired outcomes and improve the total bank experience from a client’s point of view. Role model expected behaviors for Banking Center employees and provide immediate coaching.
2. Optimize results by developing and implementing banking center procedures; enhance the client experience with acceptable risk, eliminate actives that drive non-profitable business, remove existing performance barriers, ensure Banking Centers are in compliance with established operating policies and procedures and all outside regulatory requirements. Coordinate research and investigation of regulatory and other customer complaints and employee relations issues and escalate to management for resolution or recommended disposition.
3. Use the following reporting: client experience, employee engagement, banking center risk, banking center production and performance, financial loss, digital transaction and workforce management to identify developmental opportunities and recommend strategies to enact change within banking centers and individuals.
4. Contribute to overall banking center employee development.
KNOWLEDGE, SKILLS and ABILITIES:
• Ability to critically assess banking centers, processes, employee behavior, and risk exposure to ensure positive client experience.
• Ability to develop a collaborative partnership with the banking center sales leadership team.
• Superior knowledge of financial products and services, bank operations, practices and procedures.
• Advanced knowledge of applicable consumer banking laws, banking regulations and industry compliance issues.
• Strong ability to develop and maintain relationships with banking center staff and representatives of other Bank lines of business – market leadership, mortgage, investments, banking center business banking, treasury, wealth, business/commercial banking – to influence behaviors that drive overall performance.
• Ability to provide leadership and direction, coach employees for improved performance and influence change.
• Ability to make recommendations to senior management on revenue, products/processes, and/or cost savings opportunities.
This level of knowledge is normally acquired through completion of a Bachelor’s Degree in a business related field and 5-7 years related banking experience or equivalent work related experience of 10–12 years. Previous experience managing (direct or indirect) multiple banking center locations is preferred.
BOK Financialis a stable and financially strong organization that provides excellent training and development to support building the long term careers of our employees. With passion, skill and partnership you can make an impact on the success of the bank, our customers and your own career!
Apply today and take the first step towards your next career opportunity!
BOK Financial is an equal opportunity employer. We are committed to providing equal employment opportunities for training, compensation, transfer, promotion and other aspects of employment for all qualified applicants and employees without regard to sex, race, color, religion, national origin, age, disability, sexual orientation, genetic information or veteran status.
Attention All Third Party Agencies, Headhunters, and Recruiters
BOK Financial and its Subsidiaries will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to BOK Financial and its Subsidiaries will be considered the property of BOK Financial. BOK Financial and its Subsidiaries will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. BOK Financial and its Subsidiaries are not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. BOK Financial and its Subsidiaries only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with BOK Financial and its Subsidiaries from third parties must be through our Human Resources Department. Any contact made outside of the BOK Financial Human Resources Department by a third party will cancel any future business relationships between the third party and BOK Financial.