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Director Retail Operations

Nashville, TN, USA | Farm Credit Bank of Texas

  • Industry:
    Financial Services
    Banking / Investment Banking
  • Position Type:
  • Functions:
    Financial Services Professional
    Operations / Production
  • Experience:
    5-7 years
Job Description:
54 people have viewed this job

At Farm Credit Mid-America, we believe people are our strongest asset. We are consistently looking to hire individuals from a wide range of experience and capabilities who have a desire to serve. Currently, we have over 1,100 employees across Indiana, Ohio, Kentucky and Tennessee.

The Retail Operations is primarily responsible for:

· Leading and coaching retail service team members to effectively support the lending process consistent with regional and association goals. 

· Facilitating workflow and work processes throughout the region to provide an exceptional customer experience.

· Achieving results consistently and providing effective support to the lending process.

· Focusing specifically in the following areas:

oCustomer experience

oWorkflow

oSales Support

 TRAVEL REQUIREMENTS: Equal time within a region’s retail offices (25-75%)

Home office anywhere within the region – Dresden,Three Way,Somerville,Lawrenceburg Tennessee

SUPERVISES: Customer Service Specialists, Account Specialists, Closing Specialists, Country Home Loan Specialist

MAJOR RESPONSIBILITIES:

Directors LEAD by:

 Defining team operating standards and monitoring adherence to essential procedures

 Leading and coaching others, setting team's direction and deploying resources, evaluating performance, reviewing pay and recommending employment decisions

 Achieving results by leading members of their team as well as influencing and negotiating with team members in other areas of the organization.

 Maintaining technical expertise, business and industry knowledge, and process development capabilities

 Being accountable for performance and results in business, functional or operational areas

 Developing processes and programs that promote an understanding of and positively contribute to the customer journey value stream

 Modeling organizational values, inspiring a shared vision and holding their teams accountable for culture preservation and growth

Additionally, the Director of Retail Operations is responsible for organizing and facilitating workflow and work processes throughout the region to provide an exceptional customer experience efficiently.

Directors ADAPT by:

 Adjusting departmental plans and priorities to address resource and operational challenges with focus on the next one to two ' priorities

 Making decisions within their area of responsibility based on policies, procedures and business plan

 Using resource availability and functional objectives to achieve departmental goals

 Partnering with their leader on disciplinary or salary actions

 Applying acquired expertise to analyze and solve problems without clear precedent

Directors CONNECT by:

 Coordinating and collaborating with cross-functional leaders to make recommendations and solve problems

· Partnering with other regions to conduct peer reviews

 Providing technical guidance to employees, colleagues and/or customers

Additionally, Directors of Retail Operations are also expected to complete peer reviews and regional reporting to support sound credit administration and efficient work flow and supports the training for newer teammates, refresher for tenured staff and teambuilding. 

As appropriate, other duties may be assigned.

MINIMUM REQUIREMENTS

Education and Experience

Bachelor’s degree in agriculture, business or related field preferred; experience considered if the role is one where experience is critical or has been demonstrated in time with Farm Credit Mid-America.Five of experience in financial services environment focused on sales and customer support.

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of:Association products, services, fees and their applications to customers’ needs; assigned market segment and territory; economic conditions; competition’s products, interest rates, and fees; competition preparing to move into market; selling techniques; agriculture; Association accounting systems;Association originating systems and processes; technology; andAssociation policies and procedures.

Skills in:Building business relationships; creating and networking with business contacts/influencers to develop sales; selling; negotiating; probing for customer needs, matching products and services to customer needs; managing and using media effectively; translating features into benefits; closing sales; interpersonal relations; listening; using Association accounting and loan origination systems; and computers; verbal and written communications; decision making; and creative problem solving. General management as applied to office operations; organizing, coaching, counseling, developing and motivating subordinates.

Ability to:Achieve goals; be innovative; accept and implement corporate strategies; demonstrate the values of Association; maintain confidentiality; be a self-starter; sell; be assertive; relate positively to others; listen to customers; use Association systems and computers; be logical; work under stress; to overcome objections; manage time; accept risk; inspire others; professionally represent the Association; use available resources and partnerships to solve problems.

MENTAL AND PHYSICAL REQUIREMENTS:

This job requires the incumbent to have the ability to…

Engage in telephone and face-to-face conversation to serve customers and give and receive information from staff, vendors, outside consultants and the public.

Use computer.This involves reading the screen and keying/typing information.

Speak and make presentations to individuals or groups on technical subjects related to job.

Travel via auto or commercial transportation to carry out essential responsibilities of the job.

Successfully interact with and represent the organization to staff, officers, board members, customers, vendors, and/or the public at all levels.

Provide sound technical advice to leaders and other staff in the subject field(s) related to this position.

Understand and explain various subject matter and consulting concepts, programs, terminology, and methods.

Reason, judge, compare, calculate, evaluate, decide, and critique such information as written material, numerical data, responses to customer needs, and/or other related work activities.


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