Operations Support Manager

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

Requirements

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