Executive Director, Financial Center Experience & Enablement

Northwest Bank•Columbus, OH

About The Position

The Executive Director, Financial Center Experience and Enablement, will support Northwest Bank's consumer business by managing the branch experience for employees and customers. This is a high profile, strategic role responsible for shaping the future operating model and workforce design for the optimal customer experience in our more than 150 financial centers across a four-state footprint. The span of accountability includes the roll out of a universal banking strategy or equivalent, training and sales enablement programs, role optimization, and overall choreography of the client experience in Northwest's financial center network. This role will influence policy and procedure, technology decisions, incentive structures, career framework and self-service strategies in close collaboration with market leaders.

Requirements

Bachelor's Degree
A degree or coursework in business, leadership, marketing, or communication is preferred
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
Management and development of people
Executive presence – read the room and ability to pivot

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