Retail Operations Director

Job Description

Job Description

Retail Operations Director

Position Summary

The Retail and Deposit Operations Leader plays a key role in supporting the Bank’s mission of serving our customers and community with personalized, relationship-driven service. This position provides leadership across our branch network, call center, and deposit operations, ensuring a consistent, high-quality experience for both customers and team members.

Working closely with leadership, this role helps grow core deposits, strengthen customer relationships, and support efficient, well-controlled operations. The ideal candidate is a collaborative leader who values teamwork, community engagement, and a strong service culture, while maintaining a focus on compliance, operational excellence, and continuous improvement. Role and Responsibilities

• Provides leadership and support for Retail Banking and Deposit Operations.
• Coaches and supports staff to deliver friendly, personalized customer service.
• Develops strategies to grow core deposits and customer relationships.
• Ensures compliance with all regulatory requirements and policies.
• Monitors performance and implements improvements as needed.
• Identifies process improvements and operational efficiencies.
• Partners with IT, Compliance, and Marketing on initiatives.
• Oversees vendor relationships and operational functions.
• Supports audits and maintains strong internal controls.
• Provides training on products, systems, and compliance.
• Resolves customer concerns with professionalism and care.
• Communicates updates to leadership.
• Promotes a positive team environment.
• Completes required training and follows security protocols.
• Performs other duties as assigned.

Supervisory Responsibilities

• Leads and supports retail and operations teams
• Hires, trains, and develops staff
• Provides coaching and performance evaluations
• Supports employee relations
• Delegates and prioritizes work

Qualifications and Education

• Bachelor’s degree in Business, Finance, or related field, or equivalent experience.
• 5–7 years of progressive retail banking experience, including leadership responsibilities.

Commercial Bank and Trust Company is an Equal Opportunity Employer - Vets/Disabled