Apply on Employer Site

Northwest Bank · 1 day ago

Executive Director, Financial Center Experience & Enablement

Columbus, OH

Full-time

Onsite

Lead/Staff, Director/Executive

12+ years exp

Northwest Bank is seeking an Executive Director to support its consumer business by managing the branch experience for employees and customers. This strategic role involves shaping the operating model and workforce design across more than 150 financial centers to enhance customer experience and drive sales enablement.

BankingFinancial Services

Responsibilities

Design, implement, and manage in collaboration with market leadership the future in-branch experience and operating model; establish effective choreography that can be scaled beginning with new expansion markets

Create and/or update existing training and sales enablement resources; establish a well-organized and efficient process to build branch associate skills and capabilities

Establish an optimized staffing strategy inclusive of universal bankers, execute a multi-year rollout while ensuring we continue to engage our employees and provide a high level of hospitality to our customers

In collaboration with human resources, establish career and job profiles for financial center associates, including roles and responsibilities to drive optimal client experience and sales

Influence and coordinate with operations and technology partners to ensure financial centers are equipped with effective hardware, software, CRM, and client experience solutions

Build training and enablement strategies and programs, including a new Northwest academy for new hires and current associates for ongoing training and development in the financial centers

Develop and execute strategies to shift from transaction to sales-enabled while strengthening our performance-based culture

Establish KPI’s to monitor transformation progress as well as operational project plans

Evaluate and recommend enhancements to policies and procedures to increase efficiency, improve client and employee experience

Advocate for and recommend enhancements to servicing, enrollment, and CRM systems to better serve the overall organization across business units

Manage the orchestration of key changes and initiatives impacting the financial center network, acting as a gatekeeper to help financial centers manage obligations, new initiatives, campaigns, and flow of information from stakeholders

Manage a team of training and sale enablement professionals to effectively deliver the consumer bank’s network experience objectives

Ensure financial center vision and strategy is aligned with an omni-channel approach with digital and contact center capabilities

Recommend improvements to internal communications sites to ensure financial centers are well equipped and knowledgeable of product features, services, and campaigns

Support out of branch strategies for bank at work, student banking, and mobile branches

Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations

Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency

Work as part of a team

Work with on-site equipment

Cross-Functional Collaboration: The role will work closely with teams across the organization, including: District and Regional Directors, Operations, Executive Leadership Team, Marketing, Human Resources, Finance, Risk Management

Qualification

Consumer banking experienceUniversal banker staffing modelProject managementFinancial center operationsSales enablement strategiesCross-functional collaborationCommunication skillsLeadership skillsOrganizational skillsPresentation skillsAdaptability

Required

Bachelor's Degree

More than 15 years in consumer banking, preferably in a financial center setting as district or market leader with deep knowledge of financial center sales, roles, processes, and operations

12 - 15 years Experience with a universal banker staffing model, support systems, and financial center choreography operating under a universal model

12 - 15 years Large bank experience a plus, specifically within a retail banking branch eco-system with understanding of roles, responsibilities, and functions

Knowledge of financial center compensation and incentive models; ability to influence and provide strategic insight to effectively improve production

Motivational, engaging, and highly effective in communicating change, objectives, and strategy to large numbers of associates

Excellent project management and cross-functional collaboration skills

Person must be able to create content on demand in a range of styles and voices while observing hard deadlines, and have a proven record of program development and project management

Person needs to have a proven record of strong interpersonal skills—this position requires substantial interaction with bank representatives at all levels, including senior management. The ability to communicate persuasively, both orally and in writing, with other managers, staff and market leaders

Capable of translating complex analysis into compelling narratives to advocate for technology, process, and experience enhancements

Career oriented, passionate about serving customers and communities

Strategist

Forward looking/thinking (growth mindset)

Influencer- ability to understand the political environment and manage

Comfortable in communicating, at multiple level

Courageous and curious leadership (look at the unknowns)

Project Management

Organizational and prioritization skills

Presentation Skills

Various exposure and experience with various Retail Banking technology

Adaptability/ the ability to pivot