Responsibilities include but are not limited to:
- Sales Process & Routines
- Design, document, and maintain the sales and service processes that drive customer acquisition, relationship deepening, and referral flow across the branch network, Small Business Banking, and Mortgage.
- Define standard operating rhythms for each line of business -- specifying the cadence, participants, and required output for huddles, appointment management, pipeline reviews, in-the-moment observations, formal coaching sessions, proactive outreach blocks, and customer meetings -- with each routine calibrated to the distinct sales cycles of branch, small business, and mortgage.
- Codify referral and handoff standards among the branch network, Small Business Banking, Mortgage, and other partner lines, so leads are captured, routed, and worked consistently.
- Identify friction in the sales, application, and onboarding experience and lead process improvements with accountable business owners.
- Coaching & Execution Discipline
- Establish the coaching standard used across all three businesses, including observation, one-on-one, and development planning expectations.
- Review routine adherence across markets and business lines and agree on follow-up plans where execution falls short of the standard.
- Capture practices from high-performing markets and teams and convert them into repeatable standards the other businesses can adopt.
- Enablement, Change & Risk
- Own adoption of new sales tools, processes, and campaigns across the three businesses, partnering with Learning & Development on training and reinforcement.
- Communicate process changes with clear expectations and effective dates and measure adoption after launch.
- Ensure sales processes and routines comply with regulatory requirements and bank policy -- including mortgage originator and small business lending requirements -- and are designed to drive customer-first outcomes.
Qualifications
Required Skills:
- Deep knowledge of retail banking, small business banking, mortgage sales, and referral management.
- Expertise in sales process design, pipeline management, coaching frameworks, and performance optimization.
- Strong analytical and problem-solving skills to identify execution gaps, process inefficiencies, and growth opportunities.
- Ability to lead change, influence across multiple stakeholder groups, and drive adoption of new tools, processes, and operating models.
- Knowledge of banking regulations, risk management, and compliance requirements impacting sales practices.
- Exceptional communication, facilitation, and relationship management skills with the ability to align leaders around common standards and outcomes.
- Strong project management and execution discipline, with a focus on accountability, continuous improvement, and measurable business results.
Required Experience:
- Bachelor's degree in business, finance, marketing, or management, or equivalent banking experience.
- Minimum of 5 years in banking, retail branch sales management, small business or mortgage sales support, sales operations, or sales effectiveness.
- Minimum of 3 years developing and sustaining sales processes and performance routines across multiple locations, teams, or business lines.
- Strong analytical and reporting skills, with advanced proficiency in Excel, Power BI, and CRM systems.
- Demonstrated ability to influence leaders and hold a standard across multiple business lines without direct authority.
Preferred Experience:
- Multi-branch retail network support, knowledge of consumer, small business, and mortgage products, project management or process improvement credentials, and change management experience.
