Executive Director, Financial Center Experience & Enablement

Northwest Bank • Columbus, OH • 12h ago

Job Description 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. Essential Functions

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

Additional Essential Functions

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

Additional Responsibilities

Cross-Functional Collaboration:

The role will work closely with teams across the organization, including:

District and Regional Directors

Operations

Executive Leadership Team

Marketing

Human Resources

Finance

Risk Management

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