What are the responsibilities and job description for the Director of Retail Banking position at Wolf River Community Bank?
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 dedicated to 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 a high level of people skills with operational acumen, the Director leads 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 creates a collaborative, innovative, and customer-focused team that sets the standard for excellence in the industry!
We believe in teamwork guided by our WOW Roadmap: fostering mutual respect, aligned goals, open communication, and patience; celebrating successes, learning from challenges, and positively collaborating across teams to deliver exceptional results within our internal teams and with our customers.
WHAT YOU’LL DO:
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 the daily operations of all branches, ensuring accuracy, consistency, and compliance with regulations.
- Evaluate and implement teller/branch-related equipment and technology improvements.
- Establish and manage results to branch performance expectations, including 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
- Travels to other bank locations as needed.
- Perform other duties as assigned.
