Retail Banking Manager

Texas Capital•Dallas, NC

About The Position

Texas Capital is seeking a Retail Banking Manager to lead the Retail Banking Advisor team and oversee Financial Solutions Office operations. The role is responsible for team performance, client service, digital onboarding, operational accuracy, regulatory compliance, and development of a client-centric culture. The manager works with Retail Banking Senior Leadership, in-market Financial Centers, and cross-functional partners to coordinate client transitions and improve the Retail Banking Digital Onboarding channel. The position also leads or supports change management and complex, multi-phase projects across the Financial Solutions Office network. The manager monitors and reports performance measures, including call volume, onboarding completion, deposit growth, and accuracy, using Power BI and Salesforce. The role handles escalated client and team concerns, identifies operational and compliance risks, and coaches Officers to strengthen client relationships and encourage adoption of additional products and services. Duties may include other reasonably related responsibilities consistent with departmental policy.

Requirements

At least 7 years of experience in client service and client-facing industries, including at least 5 years in a supervisory, team lead, or management capacity.
Retail banking experience.
Strong knowledge of bank security protocols, financial center operations, client service, and technology applied consistently across a team of Retail Banking Advisors.
Proven leadership skills, including the ability to build influence, drive change management, and align Officers around strategic priorities.
Ability to manage competing priorities across multiple Officers and locations while maintaining attention to detail and accuracy.
Strong independent judgment and ability to de-escalate client and team concerns and implement solutions.
Strong observation and decision-making skills, including performance evaluation, coaching, and talent development.
Technical proficiency in MS Office, Power BI, Salesforce, and financial and data reporting.
Excellent written, interpersonal, and communication skills, including the ability to represent the team to senior stakeholders and cross-functional partners.
Project management expertise and ability to lead complex, multi-phase initiatives with competing priorities.
Risk management and compliance acumen, including the ability to identify and proactively resolve operational risks.
Ability to work effectively in a fast-paced, highly collaborative, multi-location environment.
Flexibility and adaptability to changing business priorities.
Business acumen and knowledge of banking regulations.
Strategic thinking and ability to influence senior leadership.
Strong analytical problem-solving and attention to detail.
Experience with process development and change management.
Strong networking and cross-functional collaboration abilities.
Ability to execute autonomously and adapt to shifting priorities in a fast-paced, results-driven environment.

Nice To Haves

Prior experience leading a client service or operations team.
Bachelor’s degree in business (such as Finance, Accounting, or Real Estate) or another relevant degree.

Responsibilities

Lead, coach, and develop a team of Retail Banking Advisors; set clear performance expectations and provide ongoing feedback.
Conduct regular one-on-ones and performance reviews, identify training needs, and coordinate professional development.
Recruit, onboard, and train new Officers, ensuring product knowledge and system proficiency.
Monitor outbound calling activity and ensure Officers meet or exceed call-volume and onboarding targets.
Oversee Financial Solutions Office operations and ensure consistent, professional, and compliant standards.
Ensure digital onboarding support, account setup, and funding activities are accurate and meet regulatory requirements.
Serve as an escalation point for complex client issues, service concerns, and dormant-account or charge-off outreach.
Review client feedback trends, direct process improvements, and coach Officers on service delivery.
Partner with Officers to de-escalate concerns and implement solutions that strengthen client relationships.
Build and maintain partnerships with Retail Banking Senior Leadership and in-market Financial Centers to coordinate client transitions and service.
Collaborate with product, technology, onboarding, online banking, marketing, and other stakeholders to improve the Retail Banking Digital Onboarding channel.
Track, analyze, and report team performance metrics using Power BI and Salesforce.
Coach Officers on Needs Based Conversations to encourage cross-engagement and adoption of additional products and services.
Lead or support change management initiatives and complex, multi-phase projects across the Financial Solutions Office network.
Identify and proactively resolve operational and compliance risks, fostering a high-performance, client-centric culture.