Retail Sales and Service Program Manager

The Retail Sales & Service Manager plays a critical leadership role in driving sales performance, customer experience excellence, and employee development throughout the Retail Bank. In partnership with the Director of Retail Sales & Service, this position is responsible for the design, implementation, management, and continuous improvement of sales and service strategies, training programs, sales routines, customer experience initiatives, and sales campaigns.

This role serves as a strategic partner to Retail Leadership, Specialized Lending, Mortgage, Advisory Services, Marketing, and other key stakeholders to ensure consistent execution of the Bank's sales and service objectives. The Retail Sales & Service Manager is accountable for enhancing sales effectiveness, identifying performance opportunities, developing employee capabilities, and fostering a customer-focused culture that delivers exceptional results and experiences.

A key responsibility of this role is developing teammates through coaching, training, and real-world application. The successful candidate must understand the importance of helping customers improve their financial well-being and be passionate about equipping employees to confidently identify needs, provide meaningful solutions, and build lasting relationships. Through the use of real-life banking experiences, customer success stories, and practical coaching, this position helps create a culture where sales and service are viewed as opportunities to make a positive impact on customers' financial lives while delivering value to both the customer and the Bank.

The successful candidate must demonstrate strong leadership, collaboration, communication, presentation, and project management skills, along with a commitment to continuous improvement, operational excellence, and employee development.

Sales & Service Leadership

• Support the development and execution of short- and long-term sales and service strategies aligned with the Bank's strategic objectives.
• Partner with Regional Bank Managers and Branch teams to drive sales growth, customer retention, and service excellence.
• Lead the development, implementation, and ongoing enhancement of sales methodologies, sales routines, customer experience standards, and service strategies.
• Monitor and analyze sales and service performance metrics to identify opportunities, trends, and areas for improvement.
• Recommend and implement initiatives that improve productivity, customer satisfaction, and overall operating performance.
• Equip retail leaders and teammates with the tools, resources, and best practices necessary to achieve sales and service goals.
• Ensure sales and service initiatives align with established organizational objectives and support sustainable growth.

Sales & Service Training and Development

• Lead the design, implementation, and continuous improvement of retail sales and service training programs.
• Develop and deliver training, coaching, workshops, and learning resources that strengthen sales effectiveness, service excellence, and customer engagement.
• Champion a consultative sales and service culture focused on understanding customer needs, providing meaningful solutions, and improving customers' financial well-being.
• Utilize real-life banking experiences, customer interactions, success stories, and industry knowledge to create practical and impactful learning opportunities.
• Coach and mentor teammates on relationship building, financial conversations, needs-based selling, objection handling, and service excellence through real-world application and examples.
• Identify sales and service skill gaps through performance analysis, field observations, and leadership feedback, and implement development plans to…