Area Retail Leader

KeyBank•Tarrytown, NY

13d•$96,000 - $181,000•Onsite

About The Position

The Area Retail Leader (ARL) is responsible for the sales, service, and financial leadership of multiple branches in a defined geographic area. The ARL drives results through regular in-person branch visits, observing and coaching Branch Managers and their direct reports, partnering on joint calling efforts, and focusing on sales and revenue generation. The role leverages relationships with other lines of business to benefit clients, deliver distinctive client service, and achieve area sales and financial results. The ARL leads client and teammate experiences, aligns branch activity with strategic goals, and fosters excellence and engagement through connection, inclusion, coaching, and recognition. In partnership with Centralized Retail Support, the ARL supports operational efficiency, risk management, and compliance. The role also oversees recruiting, hiring, training, and supervision of Branch Managers and their teams, and ensures adherence to branch staffing models. The ARL builds and develops successful branch leadership teams, grows business through retention, expansion, and acquisition, and ensures teams meet activity, behavior, client growth, profitability, and performance expectations. The role serves as the primary risk manager for the area, promotes compliance and accountability, and advocates for client needs and improvements to the client journey. Occasional travel, including overnight stays, is required. The position is office-based and may require driving to multiple locations in one day.

Requirements

High school diploma, GED, or equivalent experience.
At least 5 years of branch management experience.
At least 5 years of leadership experience in the financial services industry, focused on successful sales teams.
Demonstrated ability to communicate effectively and strong public speaking skills.
Strong business acumen, including understanding of financial statements and P&L, credit and lending practices, and business banking.
Ability to develop and execute sales plans and coach sales staff to meet designated goals.
Ability to build trusted relationships and partnerships with leadership, lines of business, stakeholders, and internal and external centers of influence.
Proven ability to lead, set and communicate clear goals, inspire and hold people accountable, and develop others.
Excellent leadership skills and a track record of building internal sales teams and managing outside agencies, representatives, brokers, or consultants with proven results.
Ability to address conflict, demonstrate managerial courage, and confidently deliver difficult messages.
Ability to guide and support branch managers and teams through regular coaching and individual development plans.
Ability to analyze data and trends to make informed decisions and drive business strategies.
Ability to develop and implement strategic plans, set objectives, and align team efforts with business goals.
Client-focused approach to delivering exceptional service and improving client satisfaction and loyalty.
Ability to take ownership of branch performance and hold teammates accountable for responsibilities and goals.
Ability to oversee consumer banking services and ensure branches provide comprehensive solutions for individual clients.
Ability to prioritize tasks, manage multiple responsibilities, evaluate complex situations, and make effective decisions.
Ability to communicate face to face and by phone; frequent hand use to manipulate or grasp objects; occasional bending and lifting from floor height; frequent lifting of 1–10 pounds and occasional lifting of up to 30 pounds.
Ability to operate a motor vehicle with a valid driver's license; may need to drive to multiple locations in one day.
Occasional travel, including overnight stays.

Nice To Haves

Bachelor's degree.
Multi-site management experience.

Responsibilities

Lead sales, service, and financial performance across multiple branches in a defined geographic area.
Visit branches in person to observe and coach Branch Managers and their direct reports, conduct joint sales calls, and support sales and revenue-generation activities.
Grow the business through client retention, expansion, and acquisition, and lead branch teams in meeting activity, behavior, sales, service, client growth, and profitability expectations.
Ensure branch teams use appropriate sales and service processes in client interactions through observational coaching, joint sales calls, professional development plans, and skills assessments.
Build, coach, develop, lead, and motivate Branch Managers and their teams; ensure they understand client needs, Key products and services, sales and service processes, and the competitive landscape.
Oversee performance management, recruiting, hiring, training, development, retention, and staffing-model adherence across area branches.
Partner with lines of business, the Regional Retail Leader, the Regional Onboarding Specialist, Centralized Retail Support, and other stakeholders to develop area strategies and implement network initiatives.
Promote open communication, best-practice sharing, collaboration, and a culture of reward and recognition across branches.
Partner with Business Banking and Private Bank Relationship Managers, Key Investment Services Financial Advisors, Key Private Client Leaders, and Mortgage Loan Officers in coaching sessions and area strategy development.
Act as the primary risk manager for the area; ensure compliance with operational, regulatory, and security standards, and proactively identify, mitigate, and escalate risks.
Monitor client experience metrics and feedback, use insights to coach teams and drive improvement, and advocate for client-focused enhancements to tools, processes, and policies.
Comply with KeyBank policies and procedures, conduct business ethically, avoid conflicts of interest, and act in clients' best interests.
Perform other assigned duties; responsibilities and activities may change or be added.