Retail Operations Coach

Peoples Bank • Montgomery, OH

25d

About The Position

The Retail Operations Coach is responsible for elevating operational consistency, reducing recurring issues, and driving continuous improvement across the Retail Business Line. The role resolves challenges, collaborates with business leaders, and embeds operational excellence in day-to-day practices while ensuring work is completed in accordance with policy and procedure. It identifies operational challenges and solutions, supports risk mitigation and monitoring, and coordinates education about process and policy changes. The position partners with Fraud and Compliance teams, maintains a risk register, coordinates recurring operations-support meetings, and works with regional and cross-functional leaders to improve communication, consistency, and training. Significant, consistent travel throughout the company footprint, including overnight stays, is required.

Requirements

• Associate’s degree or equivalent work experience; the basic qualifications also specify an associate’s degree or equivalent branch banking work experience.
• Three to five years of experience in a related banking field.
• Phone skills, including troubleshooting and guiding employees through problems or customer issues over the phone, while maintaining a professional demeanor.
• Ability to work in a fast-paced, challenging environment with 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 and effective use of Microsoft Word and Excel.
• Decision-making ability and well-developed interpersonal skills.
• Solid understanding of competition and operational concerns in the marketplace and industry.
• Ability to work with multiple individuals across all organizational levels.
• Working knowledge of Retail Bank policies and procedures, including legal-based banking procedures across all PEBO states for trusts, powers of attorney, guardianships, and related matters.
• Strong organizational, analytical, and problem-resolution skills.
• Ability to work as a team player, coach others, and be coached.
• Ability to work flexible hours.
• Significant, consistent travel throughout the footprint, including overnight stays.
• Valid driver’s license.

Nice To Haves

• Previous supervisory or management experience of one to three years is required, or substantial experience in an individual-contributor role is preferred.

Responsibilities

• Solve problems and make proactive decisions with partners to ensure deliverables are met while adhering to policy and procedure.
• Identify operational challenges and propose solutions.
• Work cross-functionally to develop strategies to mitigate risk and monitor progress and outcomes.
• Understand business processes, control structures, and risk dynamics, and coordinate education about changes for affected employees.
• Partner with Fraud and Compliance teams to identify emerging risks, educate internal teams, and strengthen client and bank protections.
• Maintain a risk register of high-priority threats and mitigation plans.
• Prepare, coordinate, and conduct monthly and quarterly Universal Banker Operations Support Specialist meetings.
• Reduce inbound escalations through clear operational policies and procedures and effective training, working closely with the policy owner.
• Maintain communication with regional leaders about current issues, remediation status, and policy enhancements.
• Collaborate with cross-functional leaders to eliminate duplication and ensure consistency across regions.
• Perform special projects as assigned.

Benefits

• 401(k) retirement plan with employer match
• Employee stock purchase plan
• Education assistance programs, including student loan and tuition paydown or reimbursement
• Paid vacation
• Paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree