Retail Banking Training & Development Manager

Responsibilities

• Define and embed Leader Bank's client service standards across all branches — in-person and phone
• Create and maintain a Client Service Playbook that codifies expectations, scripts, and best practices
• Create branch-level service culture initiatives that connect front-line bankers to the 'why' behind client experience
• Champion a recognition culture that celebrates WOW moments and reinforces desired behaviors
• Benchmark Leader Bank's service standards against best-in-class community banks and regional competitors
• Own, evolve, and scale the WOW Call training program across all retail branches and the EB Call Center
• Facilitate live and recorded I.C.A.R.E. training sessions for new hires, existing bankers, and branch managers
• Maintain and update all training materials, scorecards, audit tools, and recognition program assets
• Partner with Branch Managers to monitor call quality scores and drive continuous improvement
• Analyze audit results monthly and identify branch-level coaching opportunities
• Translate complex compliance content into engaging, understandable training that sticks
• Support audit readiness by ensuring training documentation is current and accessible

Compliance and Regulatory Training

• Partner with Compliance to ensure all required regulatory training (BSA/AML, FDIC, privacy, fair lending) is delivered on schedule and documented
• Maintain training completion records and certifications for all retail staff
• Support audit readiness by ensuring training documentation is current and accessible

Onboarding and New Hire Training

• Design and facilitate a structured onboarding program for all new Retail Banking hires
• Ensure every new banker understands Leader Bank's culture, values, service standards, and I.C.A.R.E. framework before client-facing deployment
• Create role-specific onboarding tracks for Tellers, Personal Bankers, and Branch Managers
• Establish 30/60/90-day competency checkpoints for all new retail staff

Measurement & Reporting

• Track and report training completion rates, call quality scores, and client service KPIs to AVP and Head of Retail monthly
• Analyze audit results monthly and identify branch-level coaching opportunities
• Evaluate training effectiveness through pre/post assessments, mystery shop results, and manager feedback
• Present quarterly training impact reports with actionable insights

Skills & Qualifications

• Proven excellence in employee onboarding, training, and engagement strategies
• In-depth knowledge of banking systems, operations, and project management principles
• Highly skilled in process optimization and cross-departmental collaboration
• Strong communicator with demonstrated leadership in team development and strategic initiatives
• First 90 Days: I.C.A.R.E. training delivered to 100% of retail staff, WOW Call audit cadence running in all branches, New hire onboarding program documented and launched, Compliance training calendar built and on track
• 6–12 Months: Average WOW Call scores trending upward branch-wide, Client Service Playbook complete and distributed, Product knowledge training library built out, Recognition program generating visible WOW moments, Training impact metrics reported to leadership

Requirements

• Bachelor’s degree or Associate’s degree
• 3–5+ years of experience in training, learning & development, or a related field
• Demonstrated experience designing and facilitating learning programs
• Strong understanding of client service principles and operations
• Exceptional communication and presentation skills — able to engage and inspire front-line staff
• Highly organized with project management capability; able to manage multiple programs simultaneously
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)

Benefits

• Excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.
• Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.