Sales Process & Routines Manager

Valley National Bank•Morristown, NJ

11d

About The Position

The Sales Process & Routines Manager designs, documents, and maintains sales and service processes that support customer acquisition, relationship deepening, and referrals across the branch network, Small Business Banking, and Mortgage. The role defines operating rhythms for each business line, establishes consistent referral and handoff standards, identifies friction in sales and customer onboarding, and leads process improvements with business owners. The manager establishes coaching standards, reviews adherence to routines across markets and business lines, and develops follow-up plans when execution falls short. The role also identifies effective practices in high-performing markets and makes them repeatable across the organization. The position owns adoption of sales tools, processes, and campaigns in partnership with Learning & Development, communicates process changes and effective dates, and measures adoption. It ensures that sales processes comply with regulatory requirements and bank policies while supporting customer-first outcomes.

Requirements

Bachelor's degree in business, finance, marketing, or management, or equivalent banking experience.
At least 5 years of experience in banking, retail branch sales management, small business or mortgage sales support, sales operations, or sales effectiveness.
At least 3 years developing and sustaining sales processes and performance routines across multiple locations, teams, or business lines.
Strong analytical and reporting skills, including advanced proficiency in Excel, Power BI, and CRM systems.
Demonstrated ability to influence leaders and maintain standards across multiple business lines without direct authority.
Deep knowledge of retail banking, small business banking, mortgage sales, and referral management.
Expertise in sales process design, pipeline management, coaching frameworks, and performance optimization.
Strong analytical and problem-solving skills to identify execution gaps, process inefficiencies, and growth opportunities.
Ability to lead change, influence multiple stakeholder groups, and drive adoption of tools, processes, and operating models.
Knowledge of banking regulations, risk management, and compliance requirements affecting sales practices.
Exceptional communication, facilitation, and relationship management skills to align leaders around common standards and outcomes.
Strong project management and execution discipline, with a focus on accountability, continuous improvement, and measurable business results.

Nice To Haves

Experience supporting a multi-branch retail network.
Knowledge of consumer, small business, and mortgage products.
Project management or process improvement credentials.
Change management experience.

Responsibilities

Design, document, and maintain sales and service processes across the branch network, Small Business Banking, and Mortgage.
Define operating rhythms for each line of business, including the cadence, participants, and outputs for huddles, appointment management, pipeline reviews, observations, coaching sessions, outreach blocks, and customer meetings.
Codify referral and handoff standards among the branch network, Small Business Banking, Mortgage, and partner lines so leads are captured, routed, and worked consistently.
Identify friction in sales, application, and onboarding experiences and lead process improvements with accountable business owners.
Establish coaching standards, including expectations for observation, one-on-one meetings, and development planning.
Review adherence to routines across markets and business lines and agree on follow-up plans when execution falls short of standards.
Capture practices from high-performing markets and teams and convert them into repeatable standards for other businesses.
Lead adoption of sales tools, processes, and campaigns, partnering with Learning & Development on training and reinforcement.
Communicate process changes, expectations, and effective dates, and measure adoption after launch.
Ensure sales processes and routines comply with regulatory requirements and bank policies, including mortgage originator and small business lending requirements, and support customer-first outcomes.