Director of Retail Sales

Burke & Herbert Bank & Trust•Moorefield, WV

18h•Onsite

About The Position

The Director of Retail Excellence is responsible for the end-to-end operational health, physical infrastructure, and human capital efficiency of the bank’s retail division. This role serves as the primary architect for how products and services are delivered to clients, ensuring that every branch and ATM operates with precision, every employee is equipped to succeed, and every square foot of our physical footprint is optimized to deliver top quartile returns.

Requirements

Demonstrated understanding of first line of defense responsibilities and control ownership in a bank operating at >$10B in assets.
Proactively identifying and assessing operational risks within the bank’s moderate risk appetite; establishing, executing, and monitoring controls across the retail network; self-identifying issues and self-correcting; improving processes and controls to prevent recurrence; and implementing timely corrective actions to address control gaps and deficiencies.
Accountable for managing risk at the point of origin—not simply adhering to procedures.
Exceptional ability to present complex issues and work with enablement functions and other support areas to resolve them.
10+ years in retail banking leadership, specifically in operations or network management required.
Bachelor’s degree in Business, Finance, or Operations (or equivalent additional related experience) required.
Proven track record of managing large, cross-functional teams and multi-million dollar budgets.

Nice To Haves

MBA preferred.

Responsibilities

Own the lifecycle of retail banking manuals, ensuring all operational workflows are compliant with federal regulations while remaining frictionless for the customer.
Act as the primary strategic partner to the COO, translating high-level vision into actionable operational roadmaps.
Partner with Audit, Risk and Compliance to mitigate operational risk within the retail network.
Lead the physical delivery strategy, using data analytics to determine site selection, branch closures, and the deployment of advanced ATM/ITM technologies.
Oversee the physical environment of the retail network, ensuring brand consistency and modern functionality across all locations.
Develop and maintain staffing models to ensure optimal staffing levels based on transaction volume, seasonal peaks, and sales targets.
Direct retail training to create robust onboarding and continuous education programs for branch personnel.
Collaborate with Finance and HR to design, implement, and track incentive structures that drive the right behaviors and reward high performance.
Identify bottlenecks in account opening, lending, and service workflows, utilizing Lean or Six Sigma methodologies to streamline delivery.
Establish Key Performance Indicators (KPIs) for the retail line of business and provide monthly performance reports.
Work closely and communicate often with Chief Client Experience Officer to understand issues addressed raised by clients and develop proactive preventative solutions.
Other duties as assigned