Retail Operations Excellence Lead

Peoples Bank; Lancaster (OH); On-site; USD 55,000 - 70,000; Full time

Job summary

Peoples Bank in the United States is seeking a Retail Operations Support Specialist to elevate operational consistency across the Retail Business Line. You will solve problems, collaborate with partners, identify and mitigate risks, and drive continuous improvement while maintaining policy adherence.

Responsibilities include cross-functional problem-solving, risk tracking, educating teams, and coordinating monthly meetings with regional leaders.

Qualifications

• Associate's degree or equivalent work experience required.
• 3–5 years of experience in a related banking field.
• Phone skills and professional demeanor for problem resolution over the phone.
• Ability to work in a fast-paced environment with attention to detail and deadlines.
• Experience supervising or leading others is preferred or substantial experience as individual contributor.

Responsibilities

• Problem solving, proactive decision making and collaboration to meet deliverables.
• Identify operational challenges and propose solutions.
• Work cross-functionally to mitigate risk and monitor progress.
• Understand business processes, control structures, and risk dynamics; educate impacted staff.
• Partner with Fraud and Compliance to identify risks and strengthen protections.
• Maintain a risk register with high-priority threats and mitigations.
• Coordinate and conduct monthly/quarterly Operations meetings.
• Reduce escalations through clear policies, procedures, and training.
• Maintain open communication with regional leaders about issues and policy updates.
• Collaborate across regions to eliminate duplication and ensure consistency.
• Handle special projects as assigned.

Skills

Phone skills

Verbal and written communication

Analytical thinking

Problem resolution

Organizational skills

Team leadership

Interpersonal skills

Decision making

Education

Associate's degree or equivalent

3 to 5 years banking experience

Valid Driver's license

Tools

MS Office (Word, Excel)

Job description

Peoples Bank in the United States is seeking a Retail Operations Support Specialist to elevate operational consistency across the Retail Business Line. You will solve problems, collaborate with partners, identify and mitigate risks, and drive continuous improvement while maintaining policy adherence.

Responsibilities include cross-functional problem-solving, risk tracking, educating teams, and coordinating monthly meetings with regional leaders.