Branch Operations Analyst

Position Overview The Branch Operations Analyst supports the efficiency, compliance, and overall operational performance of retail branches in Texas and California. This role works closely with branch management and the Branch Operations Administrator to review branch activities, interpret policies and procedures, assist with audit and regulatory support, monitor operational issues, and help maintain strong service standards across the network. The position also contributes to training, staffing support, reporting and process improvement efforts to strengthen branch operations and employee performance.

Job Description Compliance, Regulatory & Audit Oversight Regulatory Governance:

Maintain expert-level knowledge of Federal and State laws (TX & CA) and ensure all bank policies, disclosures, and mechanisms comply with industry standards.

Complex Document Review:

Review documents received from branches, performing deep-dive monitoring and analysis of reports and transaction data.

Escalation Management:

Serve as the primary filter for processing issues, escalating complex files up the channel when additional high-level review is required.

Internal Controls:

Ensure daily operational functions are processed appropriately, following established bank policies to meet and exceed audit standards. Assist branches with audit preparation and follow up on recommendations.

Regional Support & Performance Culture Multi-State Guidance:

Provide clear, consistent interpretation of policies and procedures to all TX and CA branch staff via email, phone, and onsite visits.

Sales & Service Alignment:

Work closely with the Branch Operations Administrator to support a robust Sales & Service culture that meets budgetary goals without compromising compliance.

Operational Liaison:

Collaborate with internal departments to identify processing bottlenecks and recommend policy enhancements to ensure optimal client service.

Communications:

Partner with management and associates through meetings, onsite visits, and conference calls to drive consistency and performance. Collaborate in special projects and perform other duties assigned. Branch Efficiency & Operations Support Enhance and maintain branch operational procedures and forms. Review, monitor, and reconcile daily operational reports; prepare management summaries as needed. Provide daily operational support to retail branches, resolving questions and issues via phone or email. Review branch-submitted documents and escalate items as necessary. Provide guidance and interpretation of bank policies and procedures. Participate in recruitment and replacement staffing efforts. Assist with projects and perform all other duties as assigned.

Training & Talent Development Workforce Education:

Perform operations support functions and train both new and existing personnel on New Account and Teller procedures.

Performance Tracking:

Assist with monitoring and tracking branch sales performance and goals.

Resource Management:

Coordinate educational training seminars for all branch personnel to ensure continuous professional growth across the network.

Staffing Support:

Assist with recruiting efforts for branch staff (with emphasis on bilingual Chinese-speaking candidates).

Qualifications:

Experience:

5+ years in Banking Operations, with a strong background in compliance, audit preparation, or branch management.

Regulatory Knowledge:

Firm grasp of banking regulations (Reg CC, Reg E, BSA/AML, etc.) for both Texas and California.

Technical Proficiency:

Experience with Jack Henry SilverLake and StreamLine/OnBoard is highly preferred.

Language:

Bilingual fluency in English and Chinese (Mandarin or Cantonese) is preferred.

Attributes:

Exceptional ability to manage multiple high-priority tasks and meet deadlines simultaneously; highly organized and detail‑oriented; effective communicator across business units and management levels; commitment to company values and service excellence.