Chief Retail Officer

Prevail Bank•Town of Hull, WI

3d•Onsite

About The Position

The Chief Retail Officer directs and oversees bank performance through managing the consumer & residential lending, marketing, and retail delivery function of the bank. Promotes a sales and service culture through coaching, guidance, and staff motivation. Establishes individual, department and branch goals, along with performance standards. Ensures all bank and regulatory policies and procedures are followed consistently. Ensures that customer experience is aligned with strategic plan and brand/core values. As a member of various committees within the bank, this position is responsible to make recommendations to such items as retail deposit and lending product mix, funding strategy, marketing promotions, actions to achieve plans, and the like. This position is part of Prevail Bank’s executive management team, and will help determine the bank’s long-term direction, policies and procedures, and addresses other strategic issues. General expectations of executive management are listed below.

Requirements

Four-year degree in business, economics, finance or related field; or equivalent combination of education and experience.
At least 10 years of progressive leadership experience in retail banking, branch banking, or consumer financial services, with senior‑level responsibility for branch performance, retail sales, service, and customer experience.
Proven experience leading and scaling retail teams, including branch managers, departmental leaders, and centralized retail functions.
Direct exposure to working with a bank board and executive leadership team, including presentation of retail performance, strategy, and risk considerations.
Hands‑on experience navigating retail banking through change, such as: Core conversions or platform modernization, Branch transformations or footprint optimization, Digital channel integration (online, mobile, CRM).
Adaptability: Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.
Attention to Detail: Regard for important details to assure accuracy in every transaction performed; detect errors; follow through on corrections and details.
Change Management: Must embrace change and see change as opportunity. Must be willing to express and support management's ideas to affected staff.
Customer Orientation: Respond sensitively to the needs and priorities of the customer; recognize and take appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.
Oral/Written Communication: The ability to express thoughts and ideas in a clear and concise manner, both orally and in written form to a variety of audiences and to all levels of staff.
Professionalism: Project a positive image of the bank to all internal and external customers.
Time Management: Ability to effectively manage one’s time to complete work according to established deadlines. The ability to prioritize tasks to make the best use of time for high priority tasks.
Team Player: Must view oneself as part of an overall team. This includes supporting others throughout the entire bank to achieve the overall goals of the bank.

Nice To Haves

Valid driver’s license required for travel to Bank offices, training sessions, customer meetings, Bank and community meetings, etc.

Responsibilities

Responsible for setting and meeting goals within the Retail Deposit, Residential & Consumer Lending, Contact Center, and Marketing Departments.
Coaches, motivates, and develops managers within the above departments. Conducts employee performance evaluations of direct reports creating accountability through performance measurement against objectives, using the process to build motivation and commitment.
Provide guidance to direct reports in setting goals for their staff members.
Ensures training and development of retail staff occurs on bank protocol, operational processes, policies and procedures. Making certain all retail staff understand the role of relationship sales and cross sell opportunities within the bank.
Facilitate regular team meetings focused on sales, service, and product training.
Responsible for assuring that the retail area is actively deepening customer relationships through direct sales efforts, cross-selling and outbound contact efforts.
Develop strategies to achieve organizational goals.
Assist with defining the marketing needs by branch. Will help define ways to improve brand image and marketing plans.
Assist with aligning marketing efforts with the Retail goals and working in conjunction with both departments to execute a well-developed strategy.
Must understand marketing and advertising in a community bank. This includes developing budgets, understanding the optimal market research, completing competitive analysis and the like.
Participate and remain actively involved in community-wide initiatives, including but not limited to volunteering and business networking.
Participate in special projects or assignments as necessary.
Perform other duties as required to fulfill the responsibilities of the position.
Follow procedures and policies that ensure compliance with not only Bank policies and procedures, but also all applicable federal and state banking regulatory agency policies.
Comply with bank standards for attendance and hours of work.
Clear expectations are set for staff, and they are held accountable.
Develop staff and develop career paths for individuals with high potential and initiative.
Proactive management of underperformers is necessary.
Ensure adequate training is done for new hires.
Ensure staff engagement with technology remains high.
Focus main department initiatives and goals on strategic planning action plans and high-priority items set by the board and senior management. Manager success is based on how the department does at hitting these goals.
Ensure the department knows how they impact the mission and vision and how they play a key role in that success.
Continue to evolve processes and procedures to increase efficiency and customer experience.
Adequate cross-training and procedures are complete and up to date for all areas you oversee.
Complete projects that fall within the department timely and ensure adequate training is completed. After go-live progress should be monitored along with adoption and satisfaction.
Use feedback from the department to improve processes.
Hit ROI targets.
Continue to look for training opportunities for staff development- certifications programs, recurring annual training, etc.
Manage all risks associated with your department (fraud, cyber, reputational, monetary, CX, etc.)
Support other departments as needed to help accomplish our mission and our current goals.
Manage staffing levels and cross-train to ensure critical duties are covered and we are staffed effectively to meet the demand.