---
title: "Day In The Life: Crystal Wade"
description: Get a behind-the-scenes look at a day in the life of Crystal Wade, Executive VP of Operations at Heritage Bank of the Ozarks.
---

[blog ](https://neighbors.heritagebankozarks.com/blog)

# [Day In The Life: Crystal Wade](https://neighbors.heritagebankozarks.com/blog/day-in-the-life-crystal-wade)

 Written by [Heritage Bank of the Ozarks](https://neighbors.heritagebankozarks.com/blog/author/heritage-bank-of-the-ozarks) | May 2025

#### 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.

[View full post](https://neighbors.heritagebankozarks.com/blog/day-in-the-life-crystal-wade)

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