Happy State Bank Amarillo , TX 79105
Summary: The COO has direct oversight responsible for all bank operations, including retail branches. The Chief Operating Officer (COO) will play an integral role as a key member of the Executive Leadership Team. The position reports directly to the CEO and attends and participates in Board of Director and Stockholder meetings. This role will require a detailed understanding of measurements and metrics used to drive a successful and scalable, technology focused, customer experience organization, and an ability to engage and elevate teams to new levels of performance.
This role will drive the vision and execution of the customer experience and engagement strategy across the organization;
Designs strategies to insure the scalability of the company in alignment with the demands of a transforming consumer marketplace. Ability to roadmap for the future;
Maintains market knowledge of customer experience landscape, competition and consumer attitudes; proactively assessing, analyzing, and implementing effective actions to sustain growth and increase market share;
Oversight of branch and call center performance and operations, customer engagement and satisfaction, marketing, community support, and business development;
Oversee the management of all bank and branch operations functions;
Approve or reject staff replacement and staff increase recommendations for bank and branch operations areas;
Provide appropriate resolution to customer problems when issues have not been resolved within the respective departments or functions;
Oversee Bank security systems and procedures;
Ensure compliance with applicable federal and state laws and regulations and Bank policies and procedures;
Consult with CEO regarding any deviations to established policy; and
Other duties as assigned
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.
Must have effective leadership and administrative abilities;
Must have knowledge of the community and its financial needs, economic and competitive environment, Federal monetary system and all Federal and State banking regulations;
Must have analytical, decision-making and problem solving skills;
Must have the ability to balance multiple tasks and projects simultaneously within a limited time frame;
Must have strong attention to detail, strong organizational, interpersonal, communication and customer relations skills;
Must have the capability of instructing, assigning new work, maintaining standards, allocating personnel, reviewing work, coordinating activities, planning work for others and acting on employee problems;
Must have superior communicator with excellent interpersonal skills, written and verbal communication skills, and presentation skills, and is adept at influencing and achieving collaboration;
Must have a well-developed consultative approach - including the ability to lead complex business initiatives and collaboratively partner at all levels;
Must have strong appreciation for culture in a values-driven business;
Must be a systems thinker; able to thrive in an environment of ambiguity while guiding stakeholders through a shared decision making process, reconciling disparate perspectives to develop cohesive strategies;
Must have strategic mindset with a high degree of organizational savvy and the ability to build effective relationships with colleagues and across a wide range of personalities, backgrounds, and skill sets;
Must have excellent interpersonal communication skills verbal and written;
Must be flexible and highly adaptable ability to pivot quickly;
Must be able to operate with curiosity with an ability to manage ambiguity and push through business challenges with a focus on continuous development;
Must be able to drive results and demonstrate a strong sense of accountability and follow-through;
Must be self-motivated with a bias toward action and a willingness to take informed risks; and
Must be able to pass credit and background screening.
Education and/or Experience:
Bachelor's degree required, Master's degree preferred with preference for Business, Marketing, or other related field.
Seven to ten years progressively responsible experience with a proven record of growth, success building and leading an agile retail banking delivery model, and an inherent understanding of the evolution and disruptors in the financial services industry;
Banking school courses and/or graduate preferred;
Minimum of fifteen (15) years senior management level experience; and
Previous Lending experience or bank operations, preferred.