Operations Support Manager

Job Description

Job Description

Description:

Established in 1998 in Medford, Oregon, People’s Bank of Commerce was formed to provide a community business bank for the southern Oregon area. Since its inception, People's Bank has been providing its customers with superior, responsive and flexible service with a friendly approach. Through conservative solid banking fundamentals and doing right by its customers, employees and community, People's Bank has earned the esteemed reputation as one of the top community banks in Oregon.

We strive to provide a better experience to our customers and a better career experience for our employees. We recognize that our employees are the messenger of our vision and values and are key to our success. We offer a competitive benefits package including salary commensurate with experience, 401k, 401k employer contributions, as well as health, dental, vision and life insurance coverage.

General summary:

The Operations Support Manager oversees, directs, and organizes the work of the centralized branch operations team while championing a collaborative, service-driven culture. This role ensures exceptional internal and external customer experience and strengthens operational excellence across the bank. The manager provides oversight and support for the bank’s products, features, and platforms, including digital and online banking, ensuring they operate reliably and align with organizational goals. Responsibilities include analyzing data and systems, supporting the deposit core and related applications, and ensuring the effective delivery of electronic and digital banking services. The Operations Support Manager develops and implements policies and procedures for both branch personnel and operational functions, serving as a key leader who fosters high performance, continuous improvement, learning, and a strong commitment to quality.

Organizational relationships:

Reports to: EVP Chief Operating Officer Supervises: Exempt and Non-exempt operational staff

Duties and responsibilities:

• Provide strategic direction and daily oversight for the centralized branch operations department.
• Lead, mentor, coach, and develop staff through clear expectations, accountability, performance management, and professional growth opportunities.
• Foster a collaborative, high-performance, solution-driven culture that emphasizes teamwork, continuous improvement, and exceptional service.
• Promote a success-oriented, accountable environment through well-defined expectations, policies, and procedures.
• Complete interviewing, hiring, training, performance appraisals, rewards, disciplinary actions, and resolution of employee concerns.
• Ability to interact and collaborate effectively with all levels of the bank’s organization.
• Ensure efficient, accurate, and compliant execution of all branch operational activities.
• Monitor daily operations, streamline processes, and supervise the execution of tasks within established deadlines.
• Set up workflow processes and ensure appropriate support structures for efficient bank operations.
• Oversee the implementation and maintenance of operational controls to mitigate risk and ensure regulatory compliance.
• Support the deposit core system and related applications, ensuring stability, accuracy, and timely issue resolution.
• Administer the bank’s core processing system for deposit operations.
• Strengthen relationships with branches by providing responsive support, clear communication, and consistent guidance.
• Promote and model exceptional internal and external customer service standards.
• Provide leadership and oversight of digital and electronic banking services to ensure reliable delivery and positive customer experience.
• Support digital platforms, features, and products by coordinating with internal teams and vendors to resolve issues and maintain service quality.
• Monitor digital banking performance, customer usage trends, and operational impacts to inform improvements.
• Ensure digital banking operations align with bank policies, security standards, and strategic objectives.
• Develop, update, and implement operational policies and procedures for branch personnel and centralized operations.
• Ensure staff adherence to regulatory requirements, internal controls, and audit recommendations.
• Partner with Compliance and Risk Management to address regulatory changes and integrate them into operational practices.
• Support the development and implementation of the Bank Secrecy Act/Anti-Money Laundering and OFAC Compliance Programs.
• Assist in preparing responses for examiners, auditors, and internal audits, and implementing corrective actions as needed.
• Analyze operational data, system performance, and service metrics to identify trends, risks, and opportunities for improvement.
• Monitor key performance indicators (KPIs) for branch operations and digital banking services.
• Prepare reports and recommendations for senior leadership to support strategic planning and decision-making.
• Lead and manage projects that support the bank’s strategic goals and objectives.
• Coordinate with third-party vendors supporting deposit systems, digital banking platforms, and operational tools.
• Make recommendations for branch and user authority limits.
• Perform program administration duties as determined.
• Participate in system upgrades, testing, and implementation activities to ensure smooth transitions and minimal disruption.
• Evaluate technology needs and recommend enhancements that support operational efficiency and customer experience.
• Coordinate cross-departmental communication to ensure alignment between branch operations, digital banking, IT, compliance, and other key functions.
• Develop and maintain a thorough working knowledge of the bank’s services, operations, and organizational structure; refer inquiries appropriately.
• Chair and/or attend periodic meetings (Operations Support, new accounts, BSO) to discuss improvements and resolve issues.
• Promote strong working relationships between branches, departments, and the operations support team.
• Engage in community development activities to increase awareness of the bank’s presence and support community relationships.
• Maintain an attendance record that meets bank guidelines.
• Perform other duties as assigned.

Education, training and experience:

• Minimum of 8 years of experience in deposit operations management, including at least 3 years in bank compliance and/or audit.
• At least 4 years of leadership experience, including hiring, coaching, training, and mentoring staff.
• Strong understanding of departmental workflow processes and operational best practices.
• Extensive knowledge of financial institution policies, procedures, and regulatory requirements.
• Ability to respond effectively to inquiries from regulatory agencies, auditors, and external consultants.
• Strong organizational and problem-solving skills, with the ability to navigate complex, non-standardized situations.
• Proficiency with Microsoft Word, Excel, and standard banking systems and equipment.
• Strong analytical and technical aptitude for administering core processing systems.
• Excellent verbal, written, and interpersonal communication skills.
• Bachelor’s degree in Business Administration or a related field preferred.

Working environment and conditions:

A. Physical Demands:

Lifting (up to 50 Pounds)

Sitting

Walking

Standing

Finger dexterity

B. Mental Demands:

Interaction with staff and customers

Act on own initiative

Work unsupervised to meet deadlines/demands

Problem-solving

May include extended periods of time at the computer terminal

Occasional overtime may be required

C. Environmental Demands:

Occasional exposure to noise, hazards, fumes, dust or odors associated with office location and external influences

Potential hazardous conditions associated with financial instructions, i.e. robbery, kidnap, extortion, etc

Equipment and tools:

A. General office equipment including, but not limited to:

• Personal computer Cell phone
• Fax machine Voicemail
• Copy machine Calculator
• Telephone

B. Computer, peripherals and Microsoft Office software.

The above statements are intended to describe the general nature and level or work to be performed. They are not intended to be an all-inclusive listing of all responsibilities, duties and skills required for this position.

I have read this job description and acknowledge my understanding of the duties and responsibilities set forth herein. I understand that People’s Bank of Commerce has the right to modify or make changes to the job description at any time.