Branch Operations Subject Matter Expert (SME)

Job SummaryThe Branch Operations Subject Matter Expert (SME) is responsible for providing deep functional expertise on branch operations, processes, policies, and regulatory requirements. The role supports branch teams, operations leadership, and cross-functional partners by driving operational excellence, ensuring compliance, improving processes, and supporting change initiatives across the branch network.Key ResponsibilitiesOperational ExcellenceServe as the primary subject matter expert for end-to-end branch operations, including teller services, account servicing, cash management, and customer transactionsProvide guidance and resolution for complex operational issues escalated from branchesEnsure consistent implementation of standard operating procedures (SOPs) across all branchesPolicy, Compliance & RiskInterpret and implement operational policies, regulatory requirements, and internal controlsPartner with Risk, Compliance, and Audit teams to address findings and corrective action plansSupport branches during audits, inspections, and regulatory reviewsProcess ImprovementIdentify process gaps, inefficiencies, and risk areas within branch operationsLead or support process improvement initiatives to enhance efficiency, accuracy, and customer experienceContribute to automation, digitization, and transformation projects related to branch operationsTraining & Knowledge SupportAct as a knowledge resource for branch staff and operations teamsSupport the development and delivery of training materials, job aids, and procedural documentationCoach branch teams on best practices and operational standardsChange & Project SupportSupport rollout of new products, systems, and operational changes across branchesConduct impact assessments and provide operational input for new initiativesServe as liaison between branches, central operations, and technology teamsReporting & AnalysisAnalyze operational data, incidents, and trends to recommend corrective actionsPrepare reports, dashboards, and management updates on branch operational performanceKey Skills & CompetenciesStrong expertise in branch banking / retail operationsExcellent understanding of operational risk, controls, and compliance requirementsStrong problem-solving and analytical skillsAbility to translate complex policies into practical operational guidanceExcellent communication and stakeholder management skillsProcess improvement and change management mindsetQualificationsBachelor’s degree in Business, Finance, Banking, or a related field (preferred)5–8+ years of experience in branch operations, retail banking, or operations managementPrior experience as a senior branch role, operations analyst, or SME preferredPreferred ExperienceExperience supporting multi-branch networksExposure to regulatory audits and operational risk managementExperience with core banking systems and branch platforms#J-18808-Ljbffr