Chief Operating Officer
# Chief Operating Officer **First National Bank of East Texas** · Gilmer, TX 75644 · `On-site` 🕒 **Статус:** *Опубликовано: 2 дня назад* · *Источник: Indeed* --- ### About the Role JOB DESCRIPTION Job Title: Chief Operating Officer Date: October 2026 FLSA Status: Exempt Location: Gilmer, Texas Division: Operations Reports to: President Position Summary The Chief Operations Officer is responsible for all ongoing deposit and technology operational activities, with a primary focus on delivering an exceptional customer experience and building an engaged, well-supported team. He/she oversees Bookkeeping, Technology, Compliance, Tellers, Customer Service Representatives, Branch Operations, Accounts Payable, Facilities Maintenance, and Purchasing. The COO ensures that every operational process, system, and decision makes it easier for our customers to bank with us and for our employees to serve them well. Essential Job Duties: Customer Experience - Ensures proper branch management is in place in all locations, emphasizing customer service, profitability, accuracy, and efficiency - Customer-first culture across all operations areas, setting clear service standards and holding teams accountable for meeting them - Gathers and acts on customer feedback (surveys, complaints, branch input) to identify pain points and improve processes, products, and service delivery - Oversees timely, fair resolution of customer complaints and escalated service issues, and uses trends to drive lasting fixes - Evaluates new technology and process changes through the lens of customer impact, aiming for convenience, speed, security, and ease of use - Coordinates the implementation of new products and services, ensuring employees are trained and customers are clearly informed before launch Our People - Builds and supports a positive, engaged workplace where employees feel valued, informed, and equipped to succeed - Provides officers and employees with functional guidance and coaching, and develops future leaders within operations and the bank - Responsible for overseeing the training of operations personnel, including ongoing service, product, compliance, and technology training and cross-training to strengthen coverage and career growth - Responsible for reviewing performance and salary of operations personnel - Contributes to and administers performance management and incentive compensation systems, aligning recognition and rewards with customer service and teamwork - Maintains open, two-way communication with front-line staff and brings their insights to senior management - Oversees IT Staff and outsourced network support vendor activities, Area Branch Coordinator, Bookkeeping Manager, Operations Analysts, and Building Maintenance staff Leadership and Strategy - Responsible for decisions on administrative and operational issues affecting branch and back-office operations - Leads many of the bank’s projects, evaluating and coordinating implementations - Participates and contributes in Strategic Planning initiatives, representing the needs of customers and operations employees - Contributes and participates in the budget process - Participates in the activities of the following committees: Executive Management Committee, Compliance Committee, Technology Committee, Audit Committee, ALCO Committee, Marketing Committee, and as an advisory member to the Directors Loan Review Committee - Supports and participates in all company meetings as requested - Participates in tasks, projects, and assignments as directed by the President and/or CEO Operations, Facilities, and Reporting - Responsible for the physical plant of all locations, including maintenance and repairs, ensuring branches are safe, clean, consistent and welcoming for customers and employees - Responsible for regulatory reporting, escheat reporting, and annual IRS and customer reporting; serves as the FIS End of Year Coordinator - Develops and implements Policies and Procedures for all applicable areas, keeping them clear and practical for the employees who use them - Responsible for overall management, evaluation, acquisition, and cost control of current and future technologies for internal and external information processing systems and services, including but not limited to software, hardware, related equipment, networks, and telecommunications - Information Security Officer (Board Appointed) - Documents information security policies and procedures - Provides direct training and oversight to all employees - Initiates, facilitates, and promotes activities to create information security awareness within the organization, including educating customers on fraud and scam prevention - Performs information security risk assessments, the Cybersecurity Assessment, and other product risk assessments (e.g., multi-factor authentication, Merchant Capture, ACH, Mobile Banking, Identity Theft) - Coordinates the IT audit, ensuring scope is adequate - Presents the annual Information Security Report to the Board of Directors - Implements information security policies and procedures for the organization - Completes and presents the annual Strategic Technology Plan to the Technology Committee - Coordinates the Vendor Management Program, including due diligence in selecting service providers, risk assessment, contract reviews, and vendor monitoring - Responsible for the enterprise-wide disaster recovery plan (BCP), including the pandemic plan, annual testing, and reporting to the Board of Directors, with a focus on keeping customers served during disruptions - Manages third-party network vendor - Other duties as assigned Knowledge, Skills, and Abilities - Genuine commitment to customer service and to the success of the people they lead - Strong analytical and financial skills - Attention to detail - Project management skills - Interpersonal skills - Excellent verbal and written communication - Extensive supervisory and managerial skills, with a coaching approach to developing employees - Ability to interact professionally with all levels of the Bank, demonstrating leadership and teamwork, including appropriate people in decision-making processes - Ability to lead change in a way that brings employees along and minimizes disruption to customers - Demonstrates ethical character and judgment with attention to respect, commitment, integrity, values, and confidential boundaries Education and/or Experience - Master’s degree in business or a related field, or an equivalent combination of education and experience - Extensive experience in financial institution operations management as well as information and technology management - Demonstrated record of improving customer experience and employee engagement Working Conditions - Required to use hands to finger, handle, or feel; reach with hands and arms - Requires corrected hearing in normal range for effective communication via telephone and alarms - Must be able to speak - May be required to sit or stand for long periods of time - May occasionally lift up to 25 pounds - Specific vision abilities include close vision, distance vision, and the ability to adjust focus. The role involves considerable effort and eyestrain from continued checking of the accuracy of all work Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Pay: $140,000.00 - $180,000.00 per year Benefits: - 401(k) - 401(k) matching - Dental insurance - Flexible spending account - Health insurance - Health savings account - Life insurance - Paid time off - Retirement plan - Tuition reimbursement - Vision insurance Work Location: In person
Наблюдалась 2026-10-17, впервые 2026-10-14, источник — Indeed.