Retail Operations Director

Provident Bank • Iselin, NJ

4d • Hybrid

About The Position

The Retail Operations Director provides strategic leadership and operational oversight for Retail Banking Operations. This role is responsible for developing, implementing, and maintaining policies, procedures, and processes that support business growth, operational effectiveness, risk management, and service excellence across the retail branch network. The Retail Operations Director partners closely with Retail leadership and cross-functional business partners to drive process improvements, resolve operational challenges, strengthen controls, enhance consistency, and improve both the customer and employee experience.

Requirements

• Minimum of 10 years of progressive experience in Retail Banking and Banking Operations.
• Demonstrated experience leading retail banking operations, process improvement initiatives, and cross-functional projects.
• Proven success leading teams and developing high-performing employees.
• Bachelor’s degree required, or an equivalent combination of education and directly related experience.
• Strong understanding of retail banking operations, branch processes, policies, procedures, internal controls, and risk management practices.
• Proven ability to develop and execute operational strategies aligned with business objectives.
• Strong analytical and problem-solving skills with the ability to identify operational challenges and implement effective solutions.
• Excellent communication and presentation skills with the ability to influence stakeholders at all levels.
• Demonstrated ability to lead change and build effective partnerships across business lines.
• Strong project management and process improvement capabilities.
• Proficiency in Microsoft Office Suite and other business applications.
• Ability to travel as needed, to support business initiatives and branch operations.

Responsibilities

• Lead the development and execution of retail operations strategies that support business growth and operational excellence.
• Ensure operational consistency and integrity across the retail branch network.
• Provide subject matter expertise on retail banking operations and their impact on organizational performance.
• Identify and implement process improvements that enhance efficiency, service levels, and customer experience.
• Lead workflow analysis and operational initiatives that drive measurable business results.
• Support the successful integration of operational enhancements and organizational priorities.
• Serve as the Retail Operations lead for initiatives impacting the branch network, including acquisitions, branch openings and consolidations, system implementations, and policy changes.
• Partner across business lines to resolve issues impacting operational performance, customer experience, and risk management.
• Ensure operational readiness and business continuity during organizational change.
• Represent Retail Banking Operations during audits and regulatory reviews.
• Partner with stakeholders to identify and resolve operational, policy, and risk-related concerns.
• Serve as a senior escalation point for operational issues affecting customers, employees, and business partners.
• Lead, coach, and develop a high-performing operations team.
• Establish team goals, foster collaboration, and promote employee engagement.
• Support talent development and succession planning initiatives.

Benefits

• Team members accrue paid time-off (PTO)
• Receive Holiday (PTO)
• Eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans
• Flexible and Health Savings Accounts
• 401(k) Retirement Plan
• Disability Insurance
• Employee Assistance Program
• Basic Life Insurance
• Company sponsored Tuition Disbursement and Loan Repayment programs
• Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Director