Director of Retail & Relationship Banking

Liberty Bay Credit Union•Braintree, MA

13d

About The Position

Liberty Bay Credit Union is preparing for a bold strategic transformation, and we are looking for a head of Retail to guide our branch network into the future. We have a dedicated, long-tenured team that serves our members with heart. As routine transactions move to digital channels, the value of human advice has never been higher. We need a leader to elevate our branch experience, bridging the gap between digital convenience and human advice, and turning our trusted service centers into true relationship engines. Reporting to the SVP of People Operations, you will lead the next chapter of our retail strategy. Building on our foundation of service, your mandate is to install a modern retail framework that empowers our team to deepen relationships, ensuring every interaction adds value to our members' financial lives.

Requirements

Minimum 10 years of retail banking experience, ideally in a multi-site leadership role (Regional or Network oversight).
Demonstrated success in training and upskilling teams. You must share examples of how you helped existing staff adapt to new sales or service models.
Bachelor’s degree in Business, Finance, or related field required.
Strong proficiency in modern banking tools (CRM, Digital Banking platforms) and the ability to teach others how to use them.
Experience with pipeline management, incentive plan design, reporting, and analyzing branch profitability.
Deep understanding of Retail Compliance, Security, and Risk Management protocols.
You get more satisfaction from seeing a team member succeed than closing a deal yourself. You have a proven track record of upskilling staff and helping them adapt to new expectations.
You understand that "Sales" isn't a dirty word, it’s service. You know how to teach this concept to staff who may be hesitant to sell.
You have 10+ years of retail banking experience (5+ in leadership) and know how to drive deposit and membership growth in a competitive market.
You collaborate effortlessly. You know how to work with Commercial / Residential / Consumer Lending and Member Services to ensure the member gets the best expert for their needs.

Responsibilities

Install a modern Framework: You will design and teach a consultative sales model. You will give our staff the training and confidence to move from order taking to financial discovery, helping them uncover opportunities to improve a member's life.
Be a Player-Coach: You won’t hide in an office. You will spend a significant portion of your time in the branches, sitting side-by-side with our Managers and Bankers. You will model the behaviors you expect, making calls, asking questions, and showing them how to win.
Unlock Potential: We believe in our people. Your job is to turn tellers into universal bankers and managers into market leaders. You will build career paths that reward growth and skill acquisition.
Lead "The Street" Strategy: You will coach Branch Managers to become the "Mayors" of their towns. You will guide them on how to build networks with local small businesses and non-profits, driving growth through relationships rather than just transactions.
Champion Data & Trust: You will partner with member services and our data team to ensure our staff understands why data matters. You will drive a "Zero Defect" standard on account opening, not just for compliance, but so we can serve our members better.