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Retail Sales and Service Executive
Job Summary: This position is responsible for the sales leadership and service delivery for the retail banking network for the entire bank footprint. This position directly oversees and provides leadership and coaching to the District Managers. In addition, this position will provide insight to merchant bankcard accounts, debit cards, On-Line Banking products/services and will work closely with the CRM Project Manager. Assumes responsibility for new client acquisition, building core relationships, client retention and the overall growth and profitability of the financial center banking system. Directs, administers and coordinates all activities in accordance with the corporation’s policies, goals and objectives as developed by the executive management team and the corporation’s Board of Directors.
ESSENTIAL FUNCTIONS: Leadership: Provides management direction, coaching and leadership to assigned District Managers in order to achieve planned goals and objectives for each branch. Travels throughout the branch system to evaluate sales and service culture and conducts on the spot coaching to supervisors and managers. Establishes sales goals and strategies and assesses performance against set goals. Establishes service policies and standards for retail accounts, in order to ensure customer satisfaction and loyalty. Directs District Managers in establishing team goals, setting priorities and providing feedback on behavioral and goal related performance. Holds regularly scheduled focused coaching sessions with all direct reports. Partners with Director of Retail Banking to execute on the vision and direction of growing the retail network and corporate brand. Serves as a strategic partner in planning, directing, delivery and completion of action items within areas of accountability. Works to develop the strategic direction of activities for the retail footprint utilizing coaching and direction by Director of Retail Banking. Conducts regularly scheduled meetings at all financial centers to provide coaching and feedback, to present vision, strategies and objectives and to recognize and reward achievements of top performing individuals and offices. Works closely with the Marketing group relative to programs and functions developed by the Marketing Department that primarily supports the corporation, its individual lines of business and strategic marketing plans. Works closely with our Professional Development Center relative to employee training and development, corporate vision and strategic planning, creating a synergistic culture focused on developing top talent. Works closely with our Human Resources Department with regard to recruitment and retention, compensation and benefits programs, employment issues, corporate vision and strategic planning. Provides leadership and direction to the Retail Executive Administrative Assistant, and works closely with the Director of Retail Operations and Project Management, CRM Project Manager and Alternative Delivery Channel personnel. Reports on financial performance of Business Unit.
Customer Service: Establishes and maintains collaborative partnerships across organizational boundaries while demonstrating strong teamwork values to build effective working relationships. Partners with Human Resources and the Professional Development Center to create and implement job descriptions and development plans for all retail positions and those positions incorporated under the Retail Line of Business. Collaborates with other bank divisions to remove any obstacles to retail sales and service resulting from interdivisional conflicts. Handles customer complaints as needed.
Business Development: Analyzes market trends, reviews products and services being offered by competitors, determines strategy, and reviews upcoming corporate initiatives during regular meetings with the Director of Retail Operations and Project Management to establish parameters for and in support of financial center business planning goals and shares highlights from other areas of accountability. Reviews and reaches consensus on regional retail business plans to synchronize market/product campaigns and customer calling program.
Administration/Operations: Partners with Retail Market Managers, Director of Retail Operations and the Retail Operations Administrators to develop standards for each job function and methods for measuring and reviewing proposed action plans for removing sales and service obstacles and leveraging business opportunities in order to grow the business. Evaluates the effectiveness of financial centers through analysis of center activity statistics and related reports, establishes and reviews center managers’ annual profit objectives. Assists the Director of Retail Banking with multiple corporate key projects within the Retail Line of Business, supervising all aspects of the project life cycle from scope definition and requirements description through development and rollout. Assists the Director of Retail Banking with overseeing project management for the development, implementation and sustainment of the corporate Brand within his/her respective region, the development and optimization of retail delivery channels and other projects as assigned. Makes suggestions on consumer loan/deposit pricing to the Director of Retail Banking as it relates to their respective region to ensure a competitive landscape with our product offerings. Partners with Director of Retail Operations and Project Management to prepare for and facilitate monthly management. Ensures corporate marketing campaigns are executed within financial centers, setting specific goals and working with the Retail Market Managers to continually grow the business. Partners with Director of Retail Operations and Project Management to develop and direct the annual budget process for the bank and all other areas of accountability including those lines of business incorporated under the Retail Banking Line of Business. Complies with all laws and regulations that govern retail banking and other legal compliance obligations that affect areas of responsibility. Performs all other duties that may be assigned.
Education, Skills and Experience Required: Four-year degree in business management or related field and/or equivalent retail banking experience. A minimum of ten years comprehensive job-related experience. Extensive background in financial institution operating policies and procedures, banking regulations, employee development and public relations. Proven management and leadership skills. A strategic partner and visionary. Profitability and results driven. Ability to analyze and interpret data. Ability to project budget goals and manage to budget. Ability to establish trust and manage a diverse group of individuals. Ability to coach and develop others and promote teamwork. Ability to direct and manage special projects and handle multiple priorities. Excellent interpersonal, public relations and communications skills. Basic PC skills.
