Dir, Sales & Service Effectiveness

Sales And Service Effectiveness Leader

Responsibilities include but are not limited to:

• Capability Building Strategy
• Sales Effectiveness
• Service Effectiveness
• Field Partnership & Voice of the Frontline
• Governance & Continuous Improvement

Required Skills:

• Deep knowledge of retail banking sales/service models, customer journeys, L&D principles, performance management, and risk/compliance frameworks.
• Strong strategic and analytical skills to design scalable processes, interpret performance data, and drive continuous improvement.
• Proven ability to build and align enterprise capability programs, linking learning, process, and performance to measurable outcomes.
• Exceptional stakeholder management, communication, and influence skills across matrixed, cross-functional environments.
• Ability to translate strategy into practical, frontline-executable solutions while balancing customer experience, business results, and compliance requirements.

Required Experience:

• Bachelor's degree in Business, Finance, Organizational Development, or a related field.
• Minimum of 10 years in sales enablement, sales effectiveness, service operations, or a related role within financial services or a comparable regulated industry.
• Deep knowledge of Retail, SMB, and/or Mortgage sales and service processes, including front-line operating models and banker workflows in a large consumer bank.
• Demonstrated experience designing and implementing sales process frameworks, playbooks, and performance routines that drive measurable banker behavior change.
• Proven ability to build effective partnerships with Learning & Development, Channel Leaders, and Operations to translate strategy into frontline execution.
• Track record of improving service quality, resolution rates, or customer experience outcomes through structured process and workflow design.
• Strong stakeholder management skills with the ability to influence across channel leadership, operations, and enterprise strategy without direct authority.
• Excellent written and verbal communication, including executive-level presentation and facilitation skills.

Preferred Experience:

• Advance degree is a plus.
• Director-level experience within a top-25 U.S. retail bank or large financial institution.
• Experience designing DILO/WILO/MILO frameworks or equivalent structured performance models for frontline banking roles.
• Familiarity with adult learning principles, instructional design, and curriculum development in partnership with an L&D function.
• Knowledge of customer journey mapping methodologies and service design practices.
• Experience establishing partnership routines between specialist and generalist banker teams.