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First International Bank & Trust (FIBT) is seeking a Retail Service Operations Manager (RSOM) to lead retail service operations for our Gilbert, AZ branch and support additional locations across the Arizona market, including Gilbert, Chandler, Phoenix, and Scottsdale. This role provides leadership, coaching, staffing support, and service-first operational oversight in a high-volume retail banking environment.

The Retail Service Operations Manager is responsible for coaching and developing frontline retail staff, supporting branch operations, ensuring adherence to policies and procedures, and partnering with regional leadership to meet customer service, staffing, and performance expectations. A key focus of this role is identifying and resolving points of friction in the customer or banker experience so service flows smoothly and the retail sales team is fully supported. This role requires regular travel between assigned market locations.

Key Responsibilities:

• Guide and mentor Personal Bankers to ensure a reliable and excellent customer experience.
• Support daily retail banking operations, including transactions, consumer and business account openings, and maintenance requests.
• Partner with regional retail leadership to manage staffing levels and scheduling across assigned branches.
• Conduct interviews and participate in hiring decisions for retail banking roles.
• Lead new hire onboarding, training, and ongoing development for Personal Bankers and Retail Service Operations Leads.
• Engage and support retail teams in bank-wide sales campaigns and referral initiatives.
• Ensure compliance with all frontline policies, procedures, internal controls, and regulatory requirements.
• Identify and improve service workflows by collaborating across departments, helping create smooth experiences for customers and support bankers in their sales and service delivery.
• Create and maintain branch schedules to meet business and customer service needs.
• Travel regularly between Arizona market locations (Gilbert, Chandler, Phoenix, Scottsdale) to provide operational and leadership support.

Qualifications:

• High school diploma or equivalent required.
• Minimum of three years of leadership experience, or an equivalent combination of education and experience.
• Prior retail banking experience required.
• Service-focused problem solving with an eye for improving the customer experience.
• Experience training, developing, or supervising frontline banking staff preferred.

Competencies for Success:

• Leadership and coaching capability.
• Strong verbal, written, and interpersonal communication skills.
• Customer-focused approach with attention to service quality.
• Professionalism and adaptability in a multi-location environment.
• Attention to detail and ability to manage multiple priorities.

First International Bank and Trust is a family-owned full-service Community Bank with locations in ND, MN, SD, and AZ.

We show our employees we care by providing competitive benefits and training and growth opportunities. Here are the things we offer within our full-time benefits package:

• Health, Dental & Vision
• 401K Retirement Plan with Employer Match
• Paid Parental Leave
• Life and Disability Insurance
• Generous PTO and Holiday pay

If you are interested in learning more, you can apply or if you have questions before applying you can reach out directly at TalentAcquisition@FIBT.com.

Equal Opportunity Employer