Responsibilities include but are not limited to:
- Own the translation of sales and service strategy into field execution, accountable for the adoption, behavior change, and business outcomes each initiative was chartered to deliver.
- Build the implementation and engagement plan for each initiative, coordinating the communications, content, tools, resources, and leader enablement execution depends on.
- Create the field-facing content behind each initiative such as playbooks, job aids, talking points, and leader guides and subsequently delivers through field sessions, huddles, and leader forums.
- Partner with Learning & Development on the training that supports each initiative, supplying business context, content, and field perspective; Learning & Development owns curriculum design and formal training delivery.
- Support pilots, rollouts, and sustained adoption, making sure leaders have the tools and guidance to reinforce execution with their teams.
- Partner with business leaders and stakeholders from strategy development through rollout, adoption, and ongoing optimization.
- Present to senior leadership and stakeholders on initiative vision, implementation approach, progress, risks, and recommendations.
- Build alignment across stakeholders with differing perspectives and priorities, and escalate significant business, operational, or implementation issues.
- Monitor execution and effectiveness using business results, field observation, and stakeholder feedback to identify barriers, trends, and best practices.
- Establish the feedback loops that surface what is and is not working in the field, and agree adjustments and action plans with business leaders.
- Report to leadership on adoption, risks, opportunities, and initiative effectiveness, and comply with applicable regulations, policies, and required training, including BSA, USA PATRIOT Act, and OFAC.
- Hold accountability for the outcome after launch, driving the corrective action needed when adoption or results fall short of the initiative's intent.
Qualifications
Required Skills:
- Strong knowledge of banking sales, service, customer experience, and business operations across retail, business banking, and mortgage.
- Demonstrated ability to develop field-facing content and deliver it credibly to frontline and leader audiences.
- Proven ability to turn strategy into actionable implementation and engagement plans, and to run multiple workstreams, timelines, and stakeholders at once.
- Exceptional written and verbal communication and presentation skills, effective with frontline colleagues and senior leadership alike.
- Strong influence, negotiation, and facilitation skills, with credibility across all levels of a matrixed organization.
- Analytical judgment to read business results and feedback, identify barriers, and recommend improvements, with the ability to work through ambiguity and shifting priorities.
Required Experience:
- Bachelor's degree in business, finance, marketing, communications, or a related field, or equivalent experience.
- Experience in banking, sales and service strategy, business implementation, or project management, including ownership of an initiative through rollout, adoption, and measured outcome.
Preferred Experience:
- Large-scale sales, service, customer experience, organizational initiatives across a distributed organization.
- Project management, change management, or facilitation certification.
