Banker Preparedness Manager

Essential Duties And Responsibilities

• Design and deliver training focused on customer conversations, sales effectiveness, and relationship building.
• Develop programs to improve banker capability in tele-consulting (teleconnect) and proactive outreach.
• Build training and coaching resources for small business engagement and growth.
• Partner with Retail leaders to identify skill gaps and tailor development programs.
• Support consistent execution of sales and service behaviors across branches.
• Evaluate training effectiveness using performance data and feedback.
• Reinforce best practices in lead management and customer engagement.
• Collaborate with Workforce Planning and Retail leadership to align training with real-world execution.

Qualifications

• Strong understanding of retail banking sales and service models.
• Demonstrated ability to design and deliver training that drives behavior change.
• Experience coaching or developing frontline employees.
• Passion for improving customer experience through employee capability.
• Ability to translate strategy into practical skills and behaviors.
• Skills in instructional design and curriculum development, training delivery (in-person, virtual, blended learning), and familiarity with CRM and lead management tools used in retail banking.
• Data analysis to measure training effectiveness.
• Bachelor’s degree in business, HR, Education, or related field (or equivalent experience).
• 5+ years of experience in retail banking, sales training, or leadership development.
• Experience in a branch environment or supporting frontline bankers strongly preferred.
• Experience designing sales or service training programs.

Skills

• Training certifications (ATD, CPTD, or similar)- preferred.
• Sales training or coaching certifications- a plus.
• Banking licenses (if previously in role)- helpful but not required.