Retail Operations Excellence Lead

Peoples Bank; Franklin (OH); On-site; USD 52,000 - 78,000; Full time

Job summary

Peoples Bank is seeking an Operations Support Specialist to elevate process consistency, reduce recurring issues, and drive continuous improvement across the Retail Business Line. You will resolve challenges, collaborate with business leaders, and embed operational excellence in day-to-day practices.

The role requires 3–5 years in banking, strong communication, and ability to lead in a fast-paced environment.

Qualifications

• Associate degree or equivalent required.
• 3 to 5 years of experience in related banking field.
• Strong communication skills, both verbal and written.
• Ability to perform in fast-paced environment with close attention to detail.
• Proven ability to identify, prioritize, and resolve operational exceptions.
• Must be able to work with limited supervision.
• Positive and professional attitude.
• Strong organizational and analytical skills.
• Team player with coaching mindset; travel is required.

Responsibilities

• Solve problems proactively and collaborate with partners to meet deliverables.
• Identify operational challenges and propose resolutions.
• Work cross-functionally to mitigate risk and monitor outcomes.
• Understand processes, control structures, and risk dynamics; educate affected staff.
• Partner with Fraud and Compliance to identify risks and strengthen protections.
• Maintain a risk register with high-priority threats and mitigations.
• Coordinate monthly and quarterly Operations meetings.
• Reduce inbound escalations through clear policies and training.
• Maintain open communication about issues, remediation status and policy changes.
• Collaborate to eliminate duplication and ensure regional consistency.
• Handle special projects as assigned.

Skills

Phone skills

Attention to detail

Verbal and written communication

MS Office proficiency

Decision-making

Supervisory experience

Education

Associate's degree or equivalent

Tools

MS Office

Job description

Peoples Bank is seeking an Operations Support Specialist to elevate process consistency, reduce recurring issues, and drive continuous improvement across the Retail Business Line. You will resolve challenges, collaborate with business leaders, and embed operational excellence in day-to-day practices.

The role requires 3–5 years in banking, strong communication, and ability to lead in a fast-paced environment.