Director of Retail Excellence

Burke & Herbert Bank & Trust

CLASSIFICATION: Exempt

REPORTS TO: Chief Banking Officer

The Director of Retail Excellence is responsible for the end-to-end operational health, physical infrastructure, and human capital efficiency of the bank's retail division. You will serve as the primary architect for how products and services are delivered to our clients, ensuring that every branch and ATM operates with precision, every employee is equipped to succeed, and every square foot of our physical footprint is optimized to deliver top quartile returns.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Policies & Procedures:
  Own the lifecycle of retail banking manuals. Ensure all operational workflows are compliant with federal regulations while remaining frictionless for the customer.
• Executive Liaison:
  Act as the primary strategic partner to the COO, translating high-level vision into actionable operational roadmaps.
• Risk Management:
  
  Partner with Audit, Risk and Compliance to mitigate operational risk within the retail network.

• Demonstrated understanding of first line of defense responsibilities and control ownership in a bank operating at greater than $10B in assets.
• This includes proactively identifying and assessing operational risks within the bank's moderate risk appetite; establishing, executing, and monitoring controls across the retail network; self‑identifying issues and self‑correcting; improving processes and controls to prevent recurrence; and implementing timely corrective actions to address control gaps and deficiencies.
• As the first line of defense, this role is accountable for managing risk at the point of origin—not simply adhering to procedures.

• Branch & ATM Strategy:
  Lead the physical delivery strategy. Use data analytics to determine site selection, branch closures, and the deployment of advanced ATM/ITM technologies.
• Facilities Management:
  Oversee the physical environment of the retail network, ensuring brand consistency and modern functionality across all locations.

• Staff Modeling:
  Develop and maintain staffing models to ensure optimal staffing levels based on transaction volume, seasonal peaks, and sales targets.
• Training & Development:
  Direct retail training to create robust onboarding and continuous education programs for branch personnel.
• Incentive Design:
  Collaborate with Finance and HR to design, implement, and track incentive structures that drive the right behaviors and reward high performance.

• Fulfillment Efficiency:
  Identify bottlenecks in account opening, lending, and service workflows, utilizing Lean or Six Sigma methodologies to streamline delivery.
• Reporting & Analytics:
  Establish Key Performance Indicators (KPIs) for the retail line of business and provide monthly performance reports.
• Understanding of Client
  
  Experience:
  
  Work closely and communicate often with Chief Client Experience Officer to understand issues addressed raised by clients and develop proactive preventative solutions.

• Other duties as assigned

• Exceptional ability to present complex issues and work with enablement functions and other support areas to resolve them.

This position has supervisory responsibilities.

This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.

Limited local travel may be required for this position.

• 10+ years in retail banking leadership, specifically in operations or network management required.
• Bac…