Torchora
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Branch Supervision Administrator

💰 $48,000 - $78,000

OperationsBranch ManagementBankingRetail BankingCompliance

🎯 Role Definition

The Branch Supervision Administrator is a hands-on operational leader who ensures the branch runs efficiently, securely and profitably while delivering outstanding customer experiences. This role supervises frontline staff and teller operations, enforces policies and regulatory compliance (including KYC/AML), manages cash and vault controls, resolves escalations, and partners with regional management to achieve sales and service targets. The ideal candidate combines supervisory experience, process discipline, and the ability to coach and develop a customer-facing team.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Senior Teller / Lead Teller
  • Assistant Branch Manager
  • Customer Service Supervisor

Advancement To:

  • Branch Manager
  • Regional Operations Manager
  • Operations Risk Manager

Lateral Moves:

  • Retail Banking Trainer
  • Compliance Analyst (branch operations focus)

Core Responsibilities

Primary Functions

  • Supervise and coordinate daily branch operations, including teller line, customer service, new account onboarding, and back-office reconciliation to ensure consistent execution of policies and procedures.
  • Lead a team of tellers and service representatives by setting clear performance expectations, conducting daily briefings, providing real-time coaching, and delivering structured one-on-one development plans.
  • Own day-end and month-end cash and accounting reconciliations; investigate and resolve variances, prepare supporting documentation, and ensure all cash controls and vault limits are strictly enforced.
  • Maintain branch readiness for internal and external audits by executing control testing, documenting remediation actions, and partnering with compliance and audit teams to close findings on schedule.
  • Monitor and enforce regulatory compliance for KYC, AML, OFAC, privacy, and consumer protection rules; review and escalate suspicious activity reports and ensure staff adhere to regulatory checklists.
  • Drive branch-level operational improvements by identifying process bottlenecks (e.g., account opening, cash handling, check processing), proposing workflow changes, and implementing standard operating procedures (SOPs).
  • Manage branch incident response and security protocols, coordinate with loss prevention and local law enforcement when necessary, and conduct root-cause analysis after operational incidents.
  • Oversee teller cash drawer management, ATM replenishment coordination, and dual-control requirements to minimize cash shrinkage and operational risk.
  • Ensure excellent customer experience by handling complex escalations, recovering service failures, responding to complaints in a timely manner, and coaching staff on service recovery techniques.
  • Support business objectives by driving referral activity, cross-sell initiatives, lead generation, and execution of local sales campaigns in partnership with the branch manager and regional sales teams.
  • Prepare and deliver operational and performance reports (daily, weekly, monthly) to branch and regional leadership, highlighting trends, risks, and corrective actions.
  • Schedule and manage branch staffing to cover peak service periods, approve time-off requests, and maintain labor efficiency while ensuring adequate coverage for customer-facing functions.
  • Train new hires and provide continuous learning opportunities on teller procedures, regulatory compliance, product features, and branch technology (CRM, core banking, teller platforms).
  • Administer and enforce policies for account maintenance, signature verification, documentation retention, and electronic banking enrollments to reduce exposure to fraud and identity theft.
  • Coordinate vendor relationships and third-party services (ATM vendors, armored carriers, maintenance) to ensure contractual SLAs are met and service disruptions are minimized.
  • Execute branch opening and closing procedures, including security checks, till balancing, vault reconciliation, and safekeeping of sensitive materials.
  • Act as the primary operational point of contact during system outages or core banking incidents; implement contingency procedures, communicate status updates, and document impact on transactions and customers.
  • Participate in product and process rollouts by testing new functionality, coordinating staff training, and providing feedback to product and technology teams to ensure branch readiness.
  • Analyze transactional and performance data to identify fraud patterns, operational inefficiencies, or training gaps and recommend targeted interventions to mitigate risk and improve throughput.
  • Maintain a compliant environment for account documentation, fee assessments, and risk-based monitoring; ensure remedial training and disciplinary measures are applied fairly and consistently.
  • Facilitate periodic cash counts, surprise drawer audits, and operational risk assessments to proactively detect noncompliance and strengthen internal controls.
  • Champion a culture of continuous improvement, safety, and professional conduct by modeling desired behaviors, recognizing high performers, and addressing performance gaps promptly.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.
  • Assist with special projects such as branch remodels, process automation pilots, and local marketing events.
  • Support cross-branch coordination for weekend or holiday coverage and special promotions.
  • Maintain a current understanding of product features to support frontline staff and customers during product rollouts.

Required Skills & Competencies

Hard Skills (Technical)

  • Branch operations management and teller operations expertise, including cash handling, vault controls, ATM procedures, and dual-control processes.
  • Strong knowledge of banking regulations (KYC, AML, BSA, OFAC, GDPR/Privacy rules where applicable) and experience executing compliance controls at branch level.
  • Proficient with core banking systems, teller platforms, CRM systems, and transaction monitoring tools.
  • Advanced Microsoft Excel skills (pivot tables, VLOOKUP/XLOOKUP, data validation) and ability to prepare concise operational reports.
  • Experience with audit remediation, internal control design, and risk assessment processes.
  • Familiarity with electronic banking enrollment (online/mobile) and digital teller capabilities.
  • Basic data analysis and reporting skills using SQL, Tableau, Power BI, or similar tools (preferred).
  • Cash forecasting, budget adherence, and basic P&L awareness for branch-level financial stewardship.
  • Knowledge of fraud prevention techniques and incident reporting workflows.
  • Experience with scheduling systems and workforce management tools.

Soft Skills

  • Strong leadership and people management skills with a coaching and development mindset.
  • Excellent verbal and written communication; capable of producing clear operational updates and training materials.
  • Customer-centric attitude with problem-solving focus and ability to de-escalate complex situations.
  • Detail-oriented with a high degree of integrity and ethical judgment.
  • Time management and prioritization skills in a fast-paced retail environment.
  • Analytical mindset with ability to interpret operational metrics and translate into action.
  • Collaborative approach and ability to influence cross-functional partners (sales, compliance, audit).
  • Resilience under pressure and sound decision-making during incidents or system outages.
  • Change management skills to lead teams through process and product rollouts.
  • Continuous improvement orientation and practical process optimization skills.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent required.

Preferred Education:

  • Associate or Bachelor’s degree in Business, Finance, Accounting, Operations Management, or related field preferred.

Relevant Fields of Study:

  • Business Administration
  • Finance or Accounting
  • Operations Management
  • Risk & Compliance

Experience Requirements

Typical Experience Range:

  • 3–6 years of retail banking or branch operations experience, including 1–2 years in a supervisory or lead role.

Preferred:

  • 5+ years of progressive experience in branch operations, demonstrated history of audit-readiness, cash control, and local sales support. Previous experience with AML/KYC processes, incident management, and staff development strongly preferred.
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