Responsibilities include but are not limited to:
Capability Building Strategy
Lead enterprise capability strategy for Sales & Service, defining skills, behaviors, and performance expectations for banker effectiveness across all roles and channels.
Partner with L&D to set learning strategy, prioritize curriculum, and align training to frontline performance outcomes.
Oversee design and delivery of role-based learning paths for Retail, SMB, and Mortgage bankers across sales, service, product, and advisory skills.
Measure learning effectiveness and skill transfer; use data to continuously refine programs and delivery.
Embed continuous learning into the flow of work to drive ongoing development beyond formal training.
Sales Effectiveness
Define and govern a scalable, customer-aligned enterprise sales process, including supporting scripts, playbooks, and conversation guides.
Establish sales rhythms and clear DILO/WILO/MILO expectations to drive accountability, consistency, and effective coaching.
Enable seamless collaboration across bankers, specialists, and partners, embedding sales frameworks into onboarding, development, and performance management.
Service Effectiveness
Own the enterprise service effectiveness framework, including workflows, escalation paths, decision rights, and supporting playbooks across Retail, SMB, and Mortgage.
Define and optimize end-to-end customer journeys and branch experience standards to reduce friction and deliver consistent, differentiated service.
Establish and govern service metrics and SLAs, using performance data (e.g., resolution, satisfaction) to drive continuous improvement.
Partner with Operations, Compliance, and Technology to ensure service experiences are practical, compliant, and enabled for frontline execution.
Field Partnership & Voice of the Frontline
Act as a key liaison between Channel Leaders, Field Enablement, and enterprise strategy teams--ensuring that sales and service effectiveness programs are grounded in real frontline experience and operational realities.
Establish structured feedback mechanisms--including field advisory panels, observation sessions, and performance data reviews--to continuously identify gaps in skills, process, and content.
Represent frontline effectiveness needs in enterprise planning, product, and strategy forums, ensuring that new initiatives are assessed for their impact on banker workflows and customer experience.
Governance & Continuous Improvement
Own the governance model for sales and service effectiveness content--ensuring playbooks, scripts, journey maps, and process documentation are accurate, version-controlled, and regularly reviewed.
Establish a continuous improvement cadence using performance data, field feedback, and industry benchmarks to identify and prioritize the next highest-value enhancements to effectiveness frameworks.
Partner with the Director of Advisory & Enablement Tools to ensure sales and service effectiveness content is reflected in and supported by frontline technology and tooling.