JOB SUMMARY 

The Chief Operating Officer is responsible for overseeing ongoing business operations in the Information Technology, Facilities, and Operations. 

• Collaborates as a member on the leadership team on bank-wide strategic planning initiatives and corporate direction. Ensures strategic objectives are translated into tactical business plans with mechanisms for key measurements in place to monitor progress.
• Develops, maintains and updated effective strategies, policies and procedures for supervised areas. Ensures plans, policies and procedures are in accordance with laws, regulations, industry trends and, and further Bank initiatives.
• Manages the bank’s Information Technology, Facilities, and Operations teams. This includes:
  • Ensuring an appropriate technology plan is implement and maintained. Including, managing outsourced software relationship, maintain current hardware/software, replace obsolete resources, and ensure appropriate vendor management program is in place.
  • Providing oversight of internet products and online presence, including online banking, corporate website, social media outlets, and related digital channels.
  • Ensures effective performance of operations functions, including customer service and loan operations.
• Coordinates the efforts of the different operational areas under management to ensure minimal duplication of efforts, maximum efficiency and to maximize value for money.
• Identifies questionable actions, operational inefficiencies, and collaborates with employees to resolve issues and challenges.
• Prepares reports and analyses setting forth progress, adverse trends, and appropriate recommendations or conclusions.
• Maintains an in-depth, up-to-date knowledge on all bank products and services. Analyzes competitors’ products and services and suggests changes or enhancements as appropriate.
• Provides leadership and direction to supervised areas staff. Ensures that staff is well-trained, effective and optimally used.  Monitors individual performance and effectiveness.  Implements correction actions as needed.
• Ensures and models a high level of customer service and professional demeanor and appearance.
• With the support of Human Resources:
  • Establish and maintain a succession plan for the management team in the areas of responsibility.
  • Interview and recruit direct reports and provide support to them during the recruitment of their teams, on request.
• Performs special studies as requested by the President & CEO and/or Board of Directors.
• Serves on various committees; including, Executive, Information Security, ALCO, and others.
• Participates in community events and government affairs. May serve on external community board, if appropriate.
• Must respect and maintain strict confidentiality of all information acquired while performing job tasks.
• Creates and maintains a courteous and professional relationship with co-workers while maintaining timely and prompt daily attendance.
• Remains current in assigned training and continuing education for designation retention (online, video, in-house emails, telephone seminars, etc.)
• Complies with all regulatory requirements including Bank Secrecy Act and all others specific to their position.
• Performs other various duties as assigned.

CONTACT WITH OTHERS – INTERNAL

• Communicates on a regular basis with all staff members under direct supervision, President & CEO, Human Resources.
• Communicates on an occasional basis with Board of Directors.

CONTACT WITH OTHERS – EXTERNAL

• Communicates periodically with customers.
• Communicates periodically with bank examiners and other bank-related agencies and vendors.

 CNB OFFICER ROLE

Sometimes the responsibilities of the officer role have been implied, or an example is set by the supervisor.  To better clarify the role of a CNB Officer, the following has been added to the officer job description:

• The role of a CNB Officer is where the line between an employee “working for the bank”, to “the responsibility for the Bank” is firmly drawn. Officers should be prepared to accept their representation as a leader of the Bank.
• Officers understand that they are first an officer of the Bank, and second the officer and manager over their assigned area of responsibility. Officers provide leadership to both those under their immediate direction and those indirectly under them.
• Officers represent the Bank and its policies. To the staff the officer is the company.  Officers are familiar with company policy, communicate policy to staff and represent the management of the company.
• Officers support and participate in Bank sponsored customer and employee related events, and are willing to put in the extra time and effort needed to do so.
• Officers represent the Bank in the community and make an effort to serve on community-related committees and organizations. Officers present themselves in a positive and professional manner while visible in the community and both in the workplace and while off-duty.
• Officers set an example for the staff in their behavior, professionalism and leadership and take ownership in this role, and should be viewed by their peers as a leader.
• Officers manage upward. That is, the officer keeps higher levels of management informed of key issues and situations in a timely manner.
• Officers continue to work toward greater understanding and performance in their area of responsibility.

SKILLS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in finance, business administration or related field.
• Ten+ years’ experience as a supervisor/manager in a bank or other financial institution.
• Demonstrated understanding of regulatory compliance, loan operations and processing, banking services, and information technology.
• Demonstrated ability to:
  • understand/analyze performance/production data to identify improvement opportunities;
  • manage complex projects that impact organizations effectively and within time and budget; and
  • ensure policies, procedures, risk parameters and guidelines of organization are met.
• Passion for providing a stellar customer service experience to all customers (external and internal) and ability to instill this passion in others.
• Excellent interpersonal skills (tactfulness, cooperation, courteousness and customer friendliness) are necessary to represent the bank in a positive manner.
• Positive and cooperative approach when working with others.
• Excellent written communication skills with demonstrated ability to write clearly, concisely and effectively, with attention to detail for visually appealing output and accurately proofreading publications.
• Excellent verbal communication skills with the demonstrated ability to effectively present information to customers and management.
• Ability to provide overall direction, coordination, and evaluation of assigned staff while carrying out supervisory responsibilities in accordance with the organization’s policies, procedures, and applicable laws.
• Ability to work in a fast-paced environment and positively adapt to routine changes while maintaining high performance standards.
• Ability to work independently as well as collaboratively within a team environment.
• Ability to maintain confidentiality and handle sensitive information.
• Knowledge of basic accounting procedures.
• Ability to efficiently and accurately keyboard information, both computer and calculator.
• Strong computer skills with a proficiency in MS Word, Excel and Outlook.

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the work environment will include:

• Works in a normal office environment.
• Travel between branch locations, as needed.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to:

• Communicate effectively, both verbally and in writing.
• Keyboard information (computer and calculator).
• Travel to branch locations, as needed.