AVP - Operational Support Services

Why Work at Bank First

At Bank First, we're not just a bank-we're a community. Consistently ranked among the top-performing banks in the U.S. and Wisconsin, and recognized by American Banker as one of the "Best Banks to Work For". We combine professional excellence with a culture that truly values people. When you join Bank First, you're joining a team that invests in your growth, supports your well-being, and celebrates your contributions.

Why You'll Love Working Here

Imagine a workplace where:

• Your career growth is supported through training, mentoring, and advancement opportunities
• Flexibility allows you to balance work and life without compromise
• Your contributions directly impact guests and communities you care about
• You're part of a culture built on respect, collaboration, and empowerment

At Bank First, you don't just fill a role-you make a difference. Every interaction matters, and every team member helps shape the experience our guests love.

About the Role: AVP - Operations Support Services

The Assistant Vice President (AVP), Operational Support Services is responsible for leading the operational support functions that enable efficient and consistent service delivery across the Bank's branch network. Supporting approximately 50 branch locations, this role oversees mail and courier operations, branch equipment management, inventory and distribution of branch supplies, and operational support staff. The AVP ensures branches have the equipment, supplies, and operational resources needed to serve customers effectively while driving process improvements, operational efficiencies, and cost-effective service delivery.

This position also leads projects related to new branch openings, branch acquisitions, relocations, renovations, and consolidations, coordinating cross-functional efforts to ensure successful implementation and ongoing operational readiness.

Key Responsibilities

Branch Support Operations

• Lead the day-to-day operations of Operational Services for approximately 50 branch locations.
• Ensure timely, accurate, and cost-effective delivery of operational support services to all branches.
• Develop and maintain service standards and performance metrics to ensure exceptional internal customer service.
• Establish procedures that promote consistency, efficiency, and regulatory compliance across all operational support functions.

Mail and Courier Services

• Oversee all internal and external mail operations, courier services, and secure transportation processes.
• Manage vendor relationships, contracts, and service level agreements for courier and delivery services.
• Ensure secure handling and timely distribution of confidential documents, branch shipments, and operational materials.
• Identify opportunities to improve delivery efficiency while managing costs.

Branch Equipment Management

• Oversee procurement, deployment, maintenance, repair, replacement, and inventory management for branch equipment, including:

• Currency counters

• Coin counters

• ATMs

• Instant issue card printers

• Other operational branch equipment

• Coordinate with vendors and internal departments to minimize equipment downtime.

• Monitor equipment lifecycle planning and capital replacement schedules.

• Maintain equipment inventories and service records.

Branch Supplies Management

• Manage procurement, inventory, forecasting, and distribution of branch operational supplies, including:

• Office supplies

• Card stock and instant issue card blanks

• Transaction tickets and forms

• Marketing and customer-facing materials

• Operational and security supplies

• Maintain appropriate inventory levels while minimizing excess inventory and waste.

• Develop ordering standards and distribution processes that support branch efficiency.

Leadership and Team Management

• Recruit, develop, coach, and evaluate Operational Support Services team members.
• Foster a culture of accountability, collaboration, continuous improvement, and exceptional service.
• Establish individual and departmental goals aligned with organizational objectives.
• Promote employee engagement and professional development.

Project Management

• Lead operational planning and execution for:

• New branch openings

• Branch acquisitions and conversions

• Branch relocations

• Renovations and remodels

• Branch closures and consolidations

• Coordinate with Facilities, Information Technology, Security, Operations, Retail Banking, Marketing, and third-party vendors to ensure successful project implementation.

• Develop project timelines, budgets, and operational readiness plans.

Process Improvement

• Evaluate existing operational processes and identify opportunities to improve efficiency, reduce costs, and enhance service quality.
• Lead continuous improvement initiatives using data, performance metrics, and employee feedback.
• Recommend automation and technology enhancements that improve branch support operations.
• Develop policies and procedures supporting operational excellence.

Vendor and Budget Management

• Manage departmental budgets and control operating expenses.
• Negotiate vendor contracts and monitor vendor performance.
• Ensure vendors meet contractual obligations and service expectations.
• Identify opportunities for cost savings without compromising service quality.

Risk Management and Compliance

• Ensure compliance with bank policies, operational procedures, regulatory requirements, and security standards.
• Maintain appropriate controls over inventory, equipment, and operational assets.
• Support business continuity and disaster recovery planning related to branch operational support.
• Participate in audits and implement corrective actions as needed.

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