SVP Sales, Service & Enablement

About the role

We're looking for a Senior Vice President (SVP) Sales, Service & Enablement to lead our strategic capabilities that support sales execution, service consistency, associate preparedness, operational readiness, workforce planning, network optimization, and incentive administration across the consumer bank network.

Responsibilities

• Provides strategic leadership for the Sales, Service & Enablement function, ensuring network planning, workforce planning, branch operations, retail training, sales and service effectiveness, and incentive administration operate as an integrated support model for the branch network.
• Led ongoing branch network strategy and execution, including analysis and recommendations related to branch openings, closures, consolidations, relocations, upgrades, and ATM network rationalization.
• Oversee workforce planning, FTE modeling, capacity management, and centralized scheduling practices to ensure optimal staffing levels across markets, branches, and regions.
• Guide the use and ongoing development of workforce planning tools, including Verint or similar platforms, to improve scheduling consistency, capacity allocation, productivity, and branch coverage.
• Establish, maintain, and enforce branch operating policies, procedures, compliance expectations, and day-to-day execution standards in partnership with Risk, Compliance, Operations, and Retail Leadership.
• Ensure operational readiness for branch network changes, including openings, closings, consolidations, facility upgrades, equipment needs, process transitions, and related change management activities.
• Oversee the design and execution of onboarding, role-based training, ongoing developmental learning, knowledge management, and facilitator-led training programs for branch associates.
• Deploy coaching and banker preparedness resources across regions to strengthen needs-based conversations, customer engagement, sales execution, service behaviors, and branch leadership capability.
• Own sales rhythms, branch choreography, discovery playbooks, servicing scripts, lead management processes, and field routines that support consistent execution across the branch network.
• Partner with Retail Banking leadership to monitor sales, service, productivity, customer experience, and service-level metrics; identify performance gaps; and drive action plans for improvement.
• Owns administration, maintenance, and governance of consumer banking incentive programs, ensuring incentive processes are accurate, timely, compliant, and aligned to desired business outcomes.
• Partners with Finance, HR, Risk, Compliance, Product, Digital Banking, Marketing, and Retail/Consumer leadership to align field execution strategies with broader bank priorities, performance targets, and customer growth objectives.
• Leads and develops a high-performing team of functional leaders and specialists, establishing clear priorities, performance expectations, accountability routines, and talent development plans.

  Qualifications

  • Executive-level leadership capability with the ability to set direction, align stakeholders, and drive execution across multiple functions.
  • Strong understanding of retail banking, branch operations, sales management, customer experience, workforce planning, and service delivery models.
  • Ability to translate business strategy into practical operating routines, field tools, training programs, and execution standards.
  • Demonstrated ability to lead through change, influence senior stakeholders, and drive adoption across distributed teams.
  • Strong analytical and decision-making skills, including the ability to interpret performance data, staffing trends, customer experience results, and operational metrics.
  • Excellent communication, presentation, coaching, and relationship-building skills.
  • Ability to balance growth, service, operational risk, compliance, associate experience, and customer experience priorities.
  • Strong talent leadership skills with experience building, developing, and holding teams accountable for measurable outcomes.
  • Technical/Computer Skills: Proficiency with Microsoft Office applications, including Excel, PowerPoint, Word, Outlook, and Teams.
  • Experience using workforce management, scheduling, CRM, lead management, reporting, or performance management tools.
  • Ability to interpret dashboards, scorecards, staffing models, sales reports, service metrics, and operational reporting.
  • Familiarity with retail banking systems, branch operating platforms, customer service tools, and training or knowledge management platforms preferred.
  • Education and/or Experience: Bachelor’s degree in Business Administration, Finance, Banking, Operations, or a related field required; advanced degree preferred. 10+ years of progressive leadership experience in retail banking, consumer banking, branch operations, sales enablement, workforce planning, customer experience, or related financial services functions.
  • Experience leading multiple teams or functional areas with enterprise or broad field impact.
  • Experience developing or overseeing sales routines, service standards, branch operating procedures, training programs, incentive processes, staffing models, or network strategy preferred.
  • Experience leading change management, process improvement, transformation, or large-scale field execution initiatives strongly preferred.