Retail Regional Manager

About the role

As the Retail Regional Branch Manager, you will play a pivotal role in achieving business results through people by bridging retail strategic objectives to branch behaviors and deliverables. You will be the primary coach and advisor to the branch staff to ensure that business processes and a branded customer experience are implemented consistently. You will drive branch performance, sales growth, and customer satisfaction through visible leadership, rigorous performance management, key partnerships, prioritization, planning, and problem resolution. As an ambassador for our brand, you are a visible representative in the community cultivating referral and prospecting opportunities.

At Citizens, we’re more than a bank and here, you’ll feel valued for who you are, supported to achieve what’s important to you, personally and professionally.

Responsibilities

• Build and develop a high-performing team by coaching branch managers to become better coaches/leaders that consistently deliver an exceptional customer experience following prescribed processes.
• Grow the business and achieve scorecard metrics, ensuring operational integrity through prescribed routines of in-branch coaching sessions.
• Translate business and regional priorities to branch activities.
• Set clear expectations and hold colleagues accountable.
• Diagnose issues quickly, develop plans to drive results, and follow up to ensure issues are resolved.
• Proactively engage key partners following defined partnership routines to ensure strong partnerships, consistent collaboration, business growth, and customer satisfaction.
• Bring in the right talent, coach performance, and develop team members for long-term success.
• Engage and inspire others to deliver on customer commitments and provide a consistent branded customer experience.
• As P&L responsibilities are assumed, grow a profitable business and manage the P&L as an increasing performance expectation.
• Adapt remote management capabilities as span of control widens.

Requirements

• 5+ years of progressive retail banking leadership experience, including multi-branch oversight and team management.
• Demonstrated success driving sales performance, revenue growth, and customer acquisition across a region or market.
• Proven ability to coach, develop, and lead high-performing teams, with a strong focus on talent development and succession planning.
• Strong understanding of consumer banking products, services, and regulatory/compliance requirements.
• Experience leveraging data and performance metrics to drive business decisions and improve branch productivity.
• Exceptional communication and stakeholder management skills, with the ability to influence at all levels of the organization.
• Bachelor’s degree in Business, Finance, or related field, or equivalent work experience.

Preferred Qualifications

• 5+ years of banking or financial services leadership experience with direct P&L responsibility.
• Prior experience managing a geographically dispersed team or large market/region.
• Strong background in sales management, including outbound prospecting and community engagement strategies.
• Demonstrated success improving customer experience scores and deepening client relationships.
• Experience with talent acquisition, workforce planning, and building diverse, inclusive teams.

Schedule

• 40+ hours per week (full-time; additional hours as needed to support business demands).
• Flexible schedule aligned to business needs, including early mornings, evenings, and occasional weekends.
• Regular travel within assigned region required to support branch teams, client engagement, and community involvement.
• Availability for early mornings, evenings, and occasional weekends based on business priorities.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.