Retail Administrative Coordinator

Salary Grade : 14

SUMMARY:

The Retail Administrative Coordinator plays a key role in supporting the operational efficiency, systems administration, and strategic initiatives of the Retail Banking division. Reporting to the Retail Services Officer, this position provides direct support to the greater Banking Services department ensuring alignment between technology, operations, and front-line execution.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

Systems Administration and Optimization

1. Administer the day-to-day functionality, configuration, and support of the Bank's workforce management and CRM systems.
2. Ensure consistent and effective use of both platforms through standardized processes, reporting, training, and coaching.
3. Collaborate with IT, Retail, and vendor partners to implement upgrades, test enhancements, and troubleshoot issues.
4. Document system workflows, maintain user permissions, and assist in the rollout of new features or modules.

Workforce Management and Scheduling Analytics

1. Oversee the workforce management software to ensure accurate scheduling, appointment availability, and staffing alignment across Banking Centers.
2. Monitor trends in client traffic, appointment volumes, and staffing capacity to identify optimization opportunities.
3. Develop and distribute workforce and scheduling reports, highlighting actionable insights for leadership.
4. Recommend strategies to improve resource allocation, appointment management, and service-level consistency.
5. Provides support to the Retail Services Officer with float scheduling and redeployment or resources to ensure adequate staffing at all Banking Centers.

CRM Administration and Optimization

1. Manage and enhance the Bank's CRM system to improve front-line colleague efficiency and client relationship management.
2. Build and maintain dashboards, reports, and activity tracking to support coaching, performance measurement, and client engagement.
3. Partner with Retail leadership to promote CRM adoption and ensure consistent usage across Banking Centers.

Banking Services and Committee Support

1. Provide administrative and project support to the Chief Banking Services Officer and the broader Banking Services team.
2. Coordinate logistics, agendas, take minutes, and follow-up for key committees chaired by the CBSO, as needed.
3. Assist in research, data compilation, and reporting to support decision-making and strategic initiatives.

Operational and Administrative Support

1. Support Retail Administration operations, including scheduling, supply coordination, and budget tracking.
2. Review Banking Center expense reimbursements and invoices in adherence with the Bank's accounting standards.
3. Facilitate onboarding and offboarding of staff, including technology requests and system access setup.
4. Coordinate logistics and technology for Retail meetings, training sessions, and other events.

Project Participation and Continuous Improvement

1. Participate in Banking Services and Retail Administration projects that enhance operational efficiency, technology utilization, client outreach and colleague support.
2. Identify and communicate process improvement opportunities to strengthen collaboration and workflow efficiency.

Other Duties as Assigned

1. Perform additional tasks and responsibilities as directed by the Retail Services Officer, Managing Director of Retail Services and the Chief Banking Services Officer

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS:

• Bachelor's Degree preferred, or equivalent experience

KNOWLEDGE, SKILLS & ABILITIES:

• Three years of Retail Banking or financial services experience
• Strong knowledge of MS Office product suite and the ability to quickly learn new software and applications.
• Strong communications skills. Ability to write in a clear, concise, organized, and convincing manner for the intended audience; using correct grammar, spelling, and punctuation.

COMPETENCIES:

• System savvy/Digital supporter
• Detail oriented
• Critical thinker
• Effective communicator
• Problem Solving
• Adaptability