Head of Retail Banking

Job Title: Head of Retail Banking

Location: Tennessee

Lead the Future of Retail Banking!

We're seeking a visionary Director of Retail Banking to drive growth, enhance customer experiences, and inspire our team. If you're ready to make a lasting impact in a dynamic, fast-paced environment, this is your opportunity to shine!

Position Summary

The Director of Retail Banking serves as a strategic leader responsible for transforming the retail banking team into a center of excellence. This individual ensures that every customer interaction reflects the bank’s commitment to exceptional service while driving operational efficiencies and fostering a culture of continuous improvement. Balancing strong people skills with operational expertise, the Director will lead the branch network to deliver seamless, high-quality customer experiences, meet strategic goals, and achieve measurable results.

By empowering and developing retail employees, this leader will create a collaborative, innovative, and customer-focused team that sets the standard for excellence in the industry!

We believe in teamwork: fostering mutual respect, aligned goals, open communication, patience, celebrating successes, learning from challenges, and collaborating positively across teams to deliver exceptional results internally and externally with customers.

Strategic Leadership:

• Develop and implement strategies to achieve growth, profitability, and customer satisfaction goals across the retail branch network.
• Drive alignment of branch initiatives with the bank’s strategic plan and core values.
• Research and recommend enhancements to retail banking products, services, and branch operations.
• Analyze market trends to identify new opportunities for growth and innovation in retail banking.

Branch Operations and Coordination:

• Oversee daily operations of all branches, ensuring accuracy, consistency, and compliance with regulations.
• Evaluate and implement universal banker/branch-related equipment and technology improvements.
• Establish and manage performance expectations for branches, focusing on customer experience, sales, and operational efficiency.

Customer Experience:

• Champion a customer-first approach, ensuring branches consistently deliver exceptional service.
• Address and resolve escalated customer concerns or complex service issues.
• Develop and implement initiatives to enhance the overall customer journey and satisfaction.

People Development and Coaching:

• Lead, coach, and mentor branch managers and staff to achieve individual and team performance goals.
• Facilitate ongoing training programs to enhance employee skills, product knowledge, and customer service excellence.
• Develop and coordinate staffing and retention plans, ensuring branches are appropriately staffed with high-performing individuals.
• Conduct interviews, participate in hiring decisions, and oversee onboarding processes for new team members.

Performance Management:

• Establish clear performance expectations and conduct regular evaluations for branch personnel.
• Address underperformance through coaching, development plans, and corrective actions as needed.
• Recognize and reward outstanding performance to foster a motivated and engaged team.

Compliance and Risk Management:

• Ensure all retail banking activities comply with applicable laws, regulations, and internal policies.
• Partner with compliance and audit teams to address any identified risks or areas for improvement.
• Stay current on regulatory changes impacting retail banking and update procedures accordingly.

Other Duties:

• Travel to other bank locations as needed.
• Perform other duties as assigned.

What You’ll Need:

• Bachelor’s degree in business, finance, or a related field, or equivalent combination of education and experience.
• Minimum of 7-10 years’ experience in retail banking, including at least 3 years in a leadership role.
• Proven successful sales ability.
• Strong knowledge of retail banking products, procedures, services, and compliance requirements.
• Exceptional interpersonal and communication skills, with the ability to inspire and motivate teams.
• Strategic thinker with strong analytical skills to identify opportunities and solve complex problems.
• Positive attitude and eagerness to collaborate and help people.
• Ability to use sound judgment and utilize bank procedures and policies when making decisions.
• Ability to act with integrity, professionalism, and confidentiality.
• Ability to manage multiple projects/tasks simultaneously, with flexibility and adaptability to change.
• Proficient in MS Office suite of products (Outlook, Excel, Word, PowerPoint).

Work With Us!

We are committed to building an awesome team! Here are some highlights of working with us:

• Medical, dental & vision insurance
• 401(k) retirement plan with a generous employer match
• Group term life insurance
• Paid time off
• Learning and development opportunities
• Personal career development encouraged
• Be part of an organization that makes decisions locally and supports 100s of causes in our community.

Ready to take the lead in retail banking? Apply now and make a lasting impact!

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Application Question(s):

• Do you currently reside in Tennessee? This position requires you to reside in the state of Tennessee.
• What are your expectations for your salary range?

Ability to Commute:

• Knoxville, TN 37932 (Required)

Ability to Relocate:

• Knoxville, TN 37932: Relocate before starting work (Required)

Work Location: In person