Retail Operations Director

At Provident Bank, we are committed to delivering exceptional service, fostering strong customer relationships, and creating a collaborative environment where employees can grow and succeed. We value innovation, operational excellence, and a customer-first culture that supports both our employees and the communities we serve.

Position Summary

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.

KEY RESPONSIBILITIES

Strategic Leadership

• 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.

Process Improvement & Operational Excellence

• 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.

Project & Change Management

• 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.

Risk, Compliance & Governance

• 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.

Team Leadership

• 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.

QUALIFICATIONS

Required Experience

• 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.

Education

• Bachelor’s degree required, or an equivalent combination of education and directly related experience.

Knowledge, Skills & Abilities

• 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.

Why Join Provident Bank?

Play a key leadership role in shaping the future of Retail Banking Operations.

Lead impactful initiatives that enhance customer and employee experiences.

Collaborate with senior leaders across the organization.

Join a culture committed to professional growth, innovation, and operational excellence.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

WORKING CONDITIONS

Work is mainly performed in a normal office environment.  Noise levels usually are moderate. May also involve travel to customers and property locations.

• Prolonged sitting
• Lifting from 5 to 10 lbs. (printer paper, storage boxes)
• Occasional bending or overhead lifting (storing files or boxes)

The hazards are mainly those present in a normal office setting.

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here.    

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.

PAY DETAILS:

$123,900 - $177,000 annually

Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. 

This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.

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