Retail Ops Coach: Process & Risk Excellence

Peoples Bank; Louisville (KY); On-site; USD 52,000 - 70,000; Full time

Job summary

Peoples Bank in Louisville, KY seeks an Operations Support Specialist to drive proactive, solutions‑oriented improvements across the Retail Business Line. You will reduce recurring issues, enhance process consistency, and partner with Fraud and Compliance to strengthen protections.

With 3–5 years in banking, you will analyze processes, coordinate monthly and quarterly meetings, and translate policy changes into action while maintaining clear communication with regional leaders.

Qualifications

• Associate's degree or equivalent work experience.
• 3 to 5 years' experience in related banking field.
• Phone skills (ability to troubleshoot and talk to employees through problems or customer issues over the phone) and maintain a professional demeanor.
• Ability to function in a fast-paced and challenging environment with close attention to detail and accuracy while meeting daily deadlines.
• Proven ability to identify, prioritize, and resolve operational exceptions.
• Ability to perform assigned duties with limited supervisory assistance.
• Positive and professional attitude.
• Excellent verbal and written communication skills.
• PC literacy, effective with use of MS Office Word and Excel.
• Must be a decision-maker with well-developed interpersonal skills.
• Previous supervisory or management experience (1-3 years) required or substantial experience in an individual contributor role preferred.
• Solid understanding of competition and operational concerns in the marketplace and the industry.
• Ability to work with multiple individuals within the organization and across all levels.
• Working knowledge of the Retail Bank policy and procedures, including knowledge of legal based banking procedures across all PEBO states for trusts, POAs, guardianships, etc.
• Strong organization skills.
• Strong analytical and problem resolution skills.
• Proven team player, ability to both coach others and to be coached.
• Ability to work flexible hours required.
• Significant travel required (including over-might stays) on a consistent basis throughout the footprint.
• Valid Driver's license.

Responsibilities

• Will be responsible for problem solving, proactive decision making and collaboration with partners to ensure deliverables are met while adhering to policy and procedure.
• Will be responsible for identifying operational challenges, propose solutions to provide resolution.
• Work cross-functionally to develop strategies to mitigate risk and monitor progress and outcomes.
• Will be responsible for the understanding of business processes, control structures, and risk dynamics which includes coordinating education of changes to those impacted.
• Partner with Fraud and Compliance teams to identify emerging risks, educate internal teams, and strengthen client and bank protections.
• Maintain a risk register with high-priority threats and mitigation plans.
• Prepare, coordinate and conduct monthly and quarterly Universal Banker Operations Support Specialist meetings
• Reduce inbound escalations via clear operational policies, procedures, and effective training, while working closely with the policy owner.
• Maintain open communication channels with regional leaders about current issues, remediation status, and policy enhancements.
• Collaborate with cross-functional leaders to eliminate duplication and ensure consistency across regions.
• Will perform special projects as assigned.

Skills

Phone skills

Communication

Detail orientation

MS Office

Analytical skills

Team player

Travel readiness

Education

Associate's degree or equivalent

Tools

MS Office

Job description

Peoples Bank in Louisville, KY seeks an Operations Support Specialist to drive proactive, solutions‑oriented improvements across the Retail Business Line. You will reduce recurring issues, enhance process consistency, and partner with Fraud and Compliance to strengthen protections.

With 3–5 years in banking, you will analyze processes, coordinate monthly and quarterly meetings, and translate policy changes into action while maintaining clear communication with regional leaders.