Head of sales

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Description :

The Head of Retail Banking & Sales will lead the retail banking division, driving the overall strategy, performance, and growth of the retail banking portfolio.

This role involves managing all aspects of retail banking operations, developing customer-centric products and services, and ensuring the delivery of exceptional customer experiences.

The Head of Retail Banking & Sales is also responsible for driving the sales strategy and performance of the retail banking division.

Officer level will be based on experience level of candidate (VP, SVP)

Key Responsibilities :

Strategic Leadership : Financial Performance

Develops, executes and manages the strategic vision and objectives for the retail banking division in alignment with the overall business goals.

Considers market opportunity, growth potential, competitor activity, existing capabilities and risk appetite.

• Analyzes economic, regulatory, social, cultural market trends and competitor strategies to identify opportunities for growth and innovation.
• Drives business development initiatives within the retail banking division, focusing on customer acquisition and cross selling opportunities to achieve growth targets.
• Defines, sets and manages financial targets for the retail banking division, monitoring performance against goals and implementing corrective actions as needed.
• Prepares and presents regular reports to senior management on financial performance, market trends, and strategic initiatives.

Sales Strategy Development & Performance Monitoring :

Designs, develops and implements a comprehensive sales strategy to achieve revenue growth targets for retail banking products and services.

Promotes additional bank business through in-branch sales, cross channel referrals, phone sales and external business development.

Develops and maintains a comprehensive playbook and standards to ensure a consistent and exceptional overall branch experience.

Ability to teach staff how to identify opportunities for cross-sales, driving deposit / loan growth and market expansion.

• Analyzes market trends and competitive landscape to identify sales opportunities and formulate effective sales tactics.
• Monitors sales performance metrics and key performance indicators (KPIs), providing regular reports to senior management. Creates custom reports.
• Plans the yearly sales goals for retail management and makes any needed updates to the retail incentive plan. Validates the integrity of sales recorded in the CRM by the retail staff and track totals for quarterly and annual branch incentive payouts.
• Analyzes sales and service data to identify trends, challenges, and opportunities for improvement.
• Monitors competitive pricing and makes deposit / service pricing recommendations to the Chief Financial Officer (CFO).

Product Development

Leads the development, enhancement and implementation of profitable and competitive retail banking products and services, ensuring they meet customer needs and market demands.

Acts as a subject matter expert for proposed enhanced or new products, services and operational changes that impact the retail banking channel.

• Collaborates with Marketing to create effective go-to-market strategies.
• Collaborates with key stakeholders to coordinate the offerings of products, services and process enhancements.

Retail Administration

• Prepares annual retail budget and approve retail department bills, reconcile budget monthly. Identifies cost-saving / income producing opportunities and achieve operational efficiencies.
• Responsible for wire approvals, addressing customer issues, overseeing exception deposit pricing and fee exceptions, etc.
• Manages the Medallion Stamp Program in accordance with bank policy for the security of the stamps.
• Oversees the staffing models, recruits, retains top talent and fosters a positive workplace culture. Develops and mentor others.

Operational, Compliance and Risk Management : Policy / Procedures

• Oversees daily operations of retail banking, establishes internal controls, policies and procedures that drive efficient processes, high-quality service delivery and regulatory compliance.
• Establishes, assesses, and manages the risk within area of responsibility to ensure internal controls are in place to mitigate organizational risk.

Implements best practices in risk management, compliance, and regulatory requirements.

• Ensures that all sales activities comply with regulatory requirements and internal policies.
• Creates procedures for retail Staff and works with various departments to ensure the accuracy of the information being communicated.

Handles revisions as needed and ensures the intranet procedures are up to date.

• Schedules and conducts regular audits for branch operation protocols and provides a report of findings and process changes needed to the Compliance Officer.
• Ensures all internal and external audit and examination findings within the retail banking division are promptly addressed with satisfactory remediation.

Relationship Building & CRM Strategy Development :

Provides leadership, motivation, coaching and training of the retail banking division to ensure that sales and service goals are achieved.

Creates a sales and service culture that delivers on the Simply Better brand.

• Responsible for developing and implementing customer relationship management strategies that enhance customer engagement, retention, and loyalty within the retail banking division.
• In collaboration with Marketing, identify key customer segments and design targeted marketing and communication strategies.

Utilize data insights to inform product development, marketing campaigns, and service enhancements. Collaborate with product teams to create banking products that address community needs.

Promotes active community engagement and business development as a representative of the Bank. Actively participates and represents the Bank in various community, civic, and professional networking opportunities.

Customer Experience

• Champions a customer-centric culture within the retail banking team, promoting initiatives to enhance customer satisfaction and loyalty.
• Monitors customer feedback and implements improvements to the customer journey.
• Drives initiatives to enhance customer acquisition, engagement, retention, and cross-selling of retail banking products.
• Develops strong relationships with key customers to understand their needs and provide tailored solutions.
• Assess the current customer service landscape and determine the need for a dedicated call center and evaluate options for implementation.

If implemented, oversees the management and performance of the call center, ensuring alignment with retail banking objectives, training staff, and implementing best practices to deliver exceptional customer service.

Team Leadership & Development

• Recruits, leads, mentors, develops and motivates a high-performing retail banking and sales team, fostering a culture of high performance, accountability and continuous improvement.
• Conducts regular performance evaluations and provides coaching and support to team members. Sets clear sales goals and performance metrics to ensure team success.
• Works closely with retail management to support local sales efforts and training. Promote ongoing professional development and continuous learning within the team.
• Serves on the Marketing, ALCO, CRA, Compliance, IT Steering and other committees deemed necessary.

Requirements :

• Bachelor’s degree in Finance, Business Administration, or a related field; MBA or relevant advanced degree preferred.
• 10 years of experience in retail banking or financial services, with at least 7 years in a senior leadership role.
• Proven track record of successfully managing retail banking operations and driving business growth.
• Proven track record of achieving sales targets and driving revenue growth in retail banking.
• Strong understanding of retail banking products, services, and customer needs, regulations, and market trends.
• Exceptional leadership, communication, and interpersonal skills.
• Analytical mindset with strong problem-solving abilities and a results-oriented approach. Ability to analyze data and develop actionable insights to drive sales performance.

Job Type : Full-time

J-18808-Ljbffr

Last updated : 2024-11-16