Retail Banking and Training Director
Full job description
Job Overview
The Retail Banking Training Director manages the design and implementation of comprehensive Retail training programs to align with business goals, foster a culture of continuous learning, and enhance advisor performance. Conducts needs assessments, develops training strategies, selects appropriate resources and content, manages training staff, and evaluates program effectiveness to drive organizational success and advisor engagement.
This position is a valued business partner to the branches and District Managers; establishing partnerships with Branch Managers, District Managers, and other business partners that support the Retail network. Develops, implements, communicates and manages Retail-related operational policies and procedures ensuring compliance with state and federal regulations.
Acts as liaison for the Retail division with Human Resources in the hiring process, onboarding, performance documentation, and disciplinary actions.
Principal Accountabilities
Lead and manage the Branch Training team and collaborate with Senior Leadership to ensure alignment with overall corporate goals. Support Senior Leadership in strategic planning and project management. Proactively identify challenges and develop contingency plans to address before issues escalate.
Represent the Bank to the customer in a courteous, professional manner in face-to-face and telephone communications. Expert knowledge of bank processes, products, services and resources as well as banking regulations including Bank Secrecy Act (BSA). Provide timely, efficient, and accurate service in conducting training in accordance with all regulations, policies and procedures.
Duties
Training
Create, develop, and manage training programs using diverse methods, including classroom instruction, on-the-job training, self-directed learning, workshops, and coaching.
Select, curate, and manage necessary training resources, curriculums and materials.
Analyze documented exception reporting generated from support areas to trend deficiencies to identify training and continued learning opportunities.
Develop projects, communication, and implement plans for annual training initiatives.
Manage a comprehensive training library. Evaluate changes in systems, processes and regulations to determine if materials need to be updated.
Coach and develop Branch Trainers in a variety of teaching methods to engage learners and present the topics in a manner that allows the learner sufficient time to read, review, practice and discuss the material.
Mentor and develop Retail managers to strengthen skill set in the management role.
Measure the effectiveness of training initiatives to determine changing needs. Analyze reports to identify improvement opportunities.
Ensure accurate records are maintained and produce management reports on training programs.
Take a leadership role in designing and executing training plans for acquisitions and mergers.
Partner with Retal Operations Director on development and implementation of retail-related operational policies and procedures.
Responsible for planning, management, and completion of Retail Projects within designated timeline. Provide purpose, direction, and motivation.
Foster commitment to teamwork, resolving conflicts productively, and developing long-term productive relationships with Advisors to facilitate open communication.
Maintain annual training schedule for new hire onboarding and continued learning for all advisors.
Identify, create and implement enhanced cross-training and on-going experiences for existing Advisors in support of an Advisor’s career development goals.
Perform all work in compliance with established regulations, policies, Standard Operating Procedures (SOPs), and instructions.
Other duties as assigned.
Personnel Management
Serve as liaison for Human Resources in the Retail hiring process, onboarding, performance documentation, and disciplinary actions.
Partner with the Retail executive to make hiring.
Monitor behavior and results to effectively coach and motivate team members to achieve service and quality.
Create development plans for direct reports and actively coach and guide them in their personal skill.
Prepare and conduct scheduled performance evaluations. Address and document performance issues. Initiate corrective action as needed.
Ensure compliance training is completed and documented as required.
Schedule, manage time off requests and approve weekly timecards.
General
Report suspicious transactions or unusual occurrences to supervisor.
Conduct and document periodic risk reviews and run reports as needed.
Perform all work in compliance with established regulations, policies, Standard Operating Procedures (SOPs) and instructions.
Maintain customer confidence and protect bank operations by keeping information private and confidential.
Participate in ongoing skill, compliance, risk management and security training as required for the position and apply knowledge in daily tasks.
Other duties as assigned.
Qualifications & Skills
Bachelor’s Degree in Organizational Development, Human Resources, Education, Training & Development, Communications, Business Administration or a related field with experience in human resources or training and development preferred. Degree may be substituted with additional years of corporate training experience
5+ years’ retail banking experience with broad knowledge of banking concepts preferred (deposits, brokerages, credit cards, mortgage, auto lending, IRAs, trust, etc.)
3+ years’ training and development experience; strong understanding of adult learning principles and innovative training methods.
Excellent written and verbal communication, analytical and problem-solving skills.
Ability to work in a fast-paced environment and meet deadlines.
Above average computer skills, including Microsoft Word, Excel and PowerPoint.
Core Competencies
Educating Others
Relationship Building
Development and Continual Learning
Results Focused
Oral Communication
Teamwork
Physical Requirements
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions in compliance with the Americans with Disabilities Act (ADA)
Physical Demand:
Percentage of Time:
Communicate with advisors, managers and vendors regarding training and development issues. Able to exchange accurate information with others.
90-100%
Able to verify authenticity of financial instruments, forms, documents and signatures. Able to verify the identity of vendors and service providers. Able to observe actions of others to ensure safety and security of the facility.
90-100%
Able to grasp, move and sort forms and papers.
90-100%
Constantly operate a computer and other office machinery such as calculator, copy machine, fax machine, scanner, printer and telephone.
90-100%
Able to remain stationary at a desk for long periods of time.
50-75%
Regularly move about the office to access file cabinets, storage drawers and various office equipment.
50-75%
Able to stand for long periods of time.
50-75%
Occasionally position self to reach heights between floor and 6’
<25%
Ability to lift up to 20 pounds (such as books and training materials.)
<10%
Occasionally travel to other Horizon Bank locations to deliver training. Some overnight travel is expected.
<10%
Horizon Bank is a proud Equal Opportunity Employer | Disability | Veteran Employer.
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Job Reference: HRN01875