Dir, Sales & Service Effectiveness

Sales And Service Effectiveness Leader

Responsibilities include but are not limited to:
Capability Building Strategy
Sales Effectiveness
Service Effectiveness
Field Partnership & Voice of the Frontline
Governance & Continuous Improvement
Required Skills:
Deep knowledge of retail banking sales/service models, customer journeys, L&D principles, performance management, and risk/compliance frameworks.
Strong strategic and analytical skills to design scalable processes, interpret performance data, and drive continuous improvement.
Proven ability to build and align enterprise capability programs, linking learning, process, and performance to measurable outcomes.
Exceptional stakeholder management, communication, and influence skills across matrixed, cross-functional environments.
Ability to translate strategy into practical, frontline-executable solutions while balancing customer experience, business results, and compliance requirements.
Required Experience:
Bachelor's degree in Business, Finance, Organizational Development, or a related field.
Minimum of 10 years in sales enablement, sales effectiveness, service operations, or a related role within financial services or a comparable regulated industry.
Deep knowledge of Retail, SMB, and/or Mortgage sales and service processes, including front-line operating models and banker workflows in a large consumer bank.
Demonstrated experience designing and implementing sales process frameworks, playbooks, and performance routines that drive measurable banker behavior change.
Proven ability to build effective partnerships with Learning & Development, Channel Leaders, and Operations to translate strategy into frontline execution.
Track record of improving service quality, resolution rates, or customer experience outcomes through structured process and workflow design.
Strong stakeholder management skills with the ability to influence across channel leadership, operations, and enterprise strategy without direct authority.
Excellent written and verbal communication, including executive-level presentation and facilitation skills.
Preferred Experience:
Advance degree is a plus.
Director-level experience within a top-25 U.S. retail bank or large financial institution.
Experience designing DILO/WILO/MILO frameworks or equivalent structured performance models for frontline banking roles.
Familiarity with adult learning principles, instructional design, and curriculum development in partnership with an L&D function.
Knowledge of customer journey mapping methodologies and service design practices.
Experience establishing partnership routines between specialist and generalist banker teams.