Retail Operations Excellence Lead

Peoples Bank; Mason (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Peoples Bank in Mason, OH is seeking an Operations Support Specialist for the Retail Business Line to elevate operational consistency and drive continuous improvement across bank operations.

You will work with Fraud and Compliance teams, maintain a risk register, and lead monthly/quarterly regional meetings. The role requires strong problem-solving, communication, and collaboration skills to reduce escalations and ensure policy adherence.

Qualifications

• Associate's degree or equivalent branch banking work experience.
• 3 to 5 years of experience in related banking field.
• Phone skills and maintain a professional demeanor; strong communication.

Responsibilities

• Problem solving, proactive decision making and collaboration with partners to ensure deliverables are met while adhering to policy and procedure.
• Identify operational challenges and propose solutions to provide resolution.
• Work cross-functionally to develop strategies to mitigate risk and monitor progress and outcomes.
• Understand business processes, control structures, and risk dynamics including training around changes.
• Partner with Fraud and Compliance to identify risks and strengthen protections.
• Maintain a risk register with high-priority threats and mitigation plans.
• Coordinate and conduct monthly and quarterly Retail Bank Operations meetings.
• Reduce inbound escalations via clear policies, procedures, and training.
• Maintain open communication with regional leaders about issues, remediation status, and policy enhancements.
• Collaborate with cross-functional leaders to eliminate duplication and ensure consistency across regions.
• Perform special projects as assigned.

Skills

Phone skills

Attention to detail

Verbal and written communication

Decision-making

Interpersonal skills

Team player

Time management

Adaptability

Education

Associate's degree or equivalent

Supervisory experience (1-3 years)

Tools

MS Office (Word, Excel)

Job description

Peoples Bank in Mason, OH is seeking an Operations Support Specialist for the Retail Business Line to elevate operational consistency and drive continuous improvement across bank operations.

You will work with Fraud and Compliance teams, maintain a risk register, and lead monthly/quarterly regional meetings. The role requires strong problem-solving, communication, and collaboration skills to reduce escalations and ensure policy adherence.