Day In The Life: Crystal Wade

Walking in Her Shoes: A Day with Crystal Wade, EVP of Operations

June 2025 will be my 18th year at Heritage Bank. I have worn many hats, and today, I am honored to work as the Executive Vice President of Operations and Human Resources. My role allows me to serve as both a strategic leader and a hands-on partner to our teams. It bridges the operational backbone of Heritage Bank with the heart of our Neighbor strategy. It’s a position that requires adaptability, empathy, and an understanding of how systems and people work together to drive success.

Empowering People and Culture

We have coined the culture of Neighbors Serving Neighbors over the last few years. This simply means that Customers = Neighbors and Employees = Neighbors. At the core of my day are our employees, Neighbors. I lead initiatives that shape our workplace culture—from onboarding and training to performance management and compensation review.  I work closely with managers to ensure our teams are supported, engaged, and aligned with our mission.

I review and refine HR policies to ensure they reflect our values and meet compliance standards. Most recently, I have worked closely with Lance Link at Heritage Financial Advisors to rework our 401K plan. I have also been closely following the new sick leave policy that was just implemented. Whether it’s updating our employee handbook or evaluating compensation structures, I do my best to create a workplace where our people can thrive.

I also serve as a resource for employees at every level. I field questions about benefits, time off, and career growth. I listen to concerns, mediate conflicts when needed, and advocate for fair and forward-thinking solutions. My door(s) are always open, and there are only a few times during my day when you won’t find another employee in there.

Leading Operational Excellence

While HR is a major focus, I also oversee the operational side of the bank, particularly deposit operations. I ensure that our systems, such as the customer database and online banking platforms, run efficiently and that our processes are both customer-friendly and compliant with regulatory standards.

I also collaborate with managers to resolve issues, streamline workflows, and implement new tools that improve the deposit experience. I also monitor daily account activity and work with IT and compliance teams to ensure our operations are secure and scalable. Most recently, I worked to help roll out a new checking account option for customers 50 and older called Heritage Club. We also just launched a new website. I helped our marketing team with compliance, product descriptions, and many other things I quickly forgot (It was quite the endeavor!).

Bridging Strategy and Execution

My role requires me to constantly shift between big-picture strategy, which entails always looking and researching new products and opportunities for our customers and employees, calling an electrician or plumber for repairs, and actual day-to-day execution. I might start the day by reviewing a new HR initiative and end it by troubleshooting a deposit system issue.

What I love most about this role is the variety and the impact. I get to shape the employee experience, strengthen our operations, and help build a culture where our employee Neighbors feel valued and empowered.