Western Alliance Bank

Branch Operations Supervisor

Req No.
Torrey Pines Bank
Branch Banking & Operations
Regular Full Time
San Diego


The position of Operations Supervisor is responsible for assisting the Senior Operations Manager, Operations Manager / and/or Officer with the coordination of daily operational activities of the branch office.  The Operations Supervisor is required to be completely knowledgeable in the areas of Personal Banker, CSR, vault, safe deposit and branch operations, and is expected to provide leadership, training and support to less experienced CSRs and other staff members on operational, sales and service issues.  Ensures a high level of customer service and promotes the full range of bank products and services.


This position is on our Service Staff team and will require floating from location to location as needed.


  • Assists the Operations Manager / Officer with the daily work activities of assigned branch staff in the full scope of retail banking transactions. 
  • Provides supervision and support to all assigned areas of branch operations where service or assistance is needed; oversees activities of CSRs, Personal Bankers and other operations personnel; opens and closes the branch. 
  • Assists the Operations Manager / Officer with the accurate completion of related operational reports initiated by the Bank’s data processor along with miscellaneous internal reports.  
  • Assist the Operations Manager / Officer to ensure the maintenance of branch property by identifying and coordinating repairs and upgrades.  
  • Actively participates in assuring quality control in regards to audits and certifications.  
  • Reinforces through his or her own example all characterisitics of excellent customer service.  
  • Actively involved in instilling and maintaining a positive sales environment through education of the Bank’s products and services; monitors and coaches staff in cross-selling and product presentation; assists the organization of the branch, coordinating available resources (e.g. staff, materials) for maximum results.  
  • Consistently applies sound decision-making techniques pertaining to inquiries, approvals, requests as they apply to exisiting policies and procedures; keeps within assigned approval limits and uses these instances as tools for employee development.  
  • Perform all related CSR, vault teller, Personal Banker, Utility Specialist and safe deposit duties as required.  
  • Conducts required staff meetings on such issues as compliance, operations, policy changes, etc.  
  • Assists other branch offices in resolving operational inquiries and providing staff support; participates in various internal committees assigned by Senior Management.  
  • Assists or may perform all technical operational areas; NSF and overdraft processing; holds and stop payments; Currency Transaction Reports; acceptance and research procedures for a variety of legal processes; ATM duties; documentation and procedures required for accounts involving the death of account holder(s); outgoing collections outgoing wires; certifications; balancing general ledger account(s) and processing and approving related entries.  
  • Assists in performing personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment.  The Operations Supervisor is involved in the supervision of daily activities of branch staff including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.  
  • Opens and closes the vault daily; may prepare and process incoming and outgoing shipments; and may assist in balancing vault currency and coin.  
  • Operates computer efficiently to process transactions,  account activity and determine balances. 
  • Assists clients and resolves problems within given authority.  
  • Maintains strict confidentiality of all records and data received and produced. 
  • Processes address changes, check and deposit slip orders, endorsement stamp orders, certifications, change orders and stop payments.  
  • Types routine letters, reports and forms; maintains files, copies and faxes documents, and orders and distributes supplies; records, files, updates information or reports as required.  
  • May accept Regulation E and ACH disputes acquiring appropriate documentation and signatures, and forwarding to appropriate department for processing.  
  • Answers phones promptly and professionally; assists clients when appropriate; directs callers to appropriate Bank personnel.  
  • Resolves escalated customer problems, issues and requests, and ensures a timely response. 


  • High school diploma or general education degree (GED) and six (6) years of related experience and/or training or the equivalent combination of education and experience.
    • Work related experience should consist of branch operations with a supervisory background.
    • Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related. 
  • Knowledge of related state and federal banking compliance regulations, and other Bank operational policies. 
  • Sound knowledge and experience of banking products, operational practices and procedures and supervisory activities. 
  • Intermediate knowledge of related state and federal banking compliance regulations, Bank operational policies and procedures, and the Bank’s products and services. 
  • Intermediate skills in word processing and spreadsheet software,  (i.e., Microsoft Word, Excel, Outlook, etc.). 
  • Effective oral, written and interpersonal communication skills.  
  • Ability to deal with routine problems involving multiple facets and variables in non-standardized situations. 
  • Good organizational and time management skills. 
  • Ability to work with minimal supervision while performing duties.


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