Job Summary
This role is accountable for the performance, compliance, and continuity of facilities services across a multi-site retail bank portfolio, including branches, offices, operations centers, and other assigned locations. The Director will lead facilities strategy and execution for maintenance, repairs, vendor performance, capital planning support, and service delivery aligned to banking operations, customer experience, uptime, and regulatory expectations. In partnership with Operations, Procurement, Finance, and client stakeholders, this position is responsible for achieving service level commitments, managing budget performance, driving risk reduction, and ensuring issues impacting client operations are resolved with urgency. The role requires strong financial acumen, multi-site facilities leadership experience, and the ability to travel as needed across the portfolio. The Director will regularly meet with retail banking client stakeholders to review service performance, branch environment issues, maintenance trends, compliance-related facility needs, capital priorities, and portfolio risks. Monthly and quarterly reviews will be used to evaluate performance, address open issues, and align facilities execution to business objectives, branch uptime, customer experience, and operating budget requirements
Essential Duties & Responsibilities
Serve as the primary point of contact for assigned retail banking facilities stakeholders and communicate proactively on service issues, outages, escalations, and portfolio initiatives.
Develop and execute portfolio plans that improve site readiness, asset reliability, response times, and overall facility conditions while meeting budget and service objectives.
Set the facilities strategy for the bank portfolio, including preventive maintenance, reactive service delivery, vendor governance, and branch environment standards.
Establish goals, scorecards, and reporting cadences to proactively manage site uptime, work order performance, vendor compliance, and client satisfaction.
Ensure cost-effective, compliant, and consistent service delivery across the portfolio, with strong attention to banking standards, audit readiness, life safety, and customer-facing conditions.
Lead strategic planning for current and future facilities requirements, including site refresh priorities, deferred maintenance, service model improvements, and risk mitigation across assigned locations.
Drive continuous improvement initiatives focused on reliability, response time, preventive maintenance effectiveness, and reduction of repeat issues across the portfolio.
Support client retention, contract renewal, and service expansion efforts by demonstrating strong operational performance and strategic value.
Conduct routine visits with client leaders, facility partners, operating companies, and third-party suppliers to strengthen relationships and improve execution across assigned markets.
Review repair, maintenance, and minor capital requests approaching approval thresholds and escalate recommendations, scope, and estimates to the client for timely decision-making.
Qualifications
Education
(HS Diploma, Under/Graduate Degree, etc.)
Bachelor's degree from a four-year college or university required; advanced degree or relevant facilities, operations, or business credentials preferred.
Business Experience
(prior-year's work/related experience)
Minimum of 7 years of multi-site facilities management, field operations, or account leadership experience, preferably supporting branch banking or other customer-facing portfolios.
Licenses/Certifications
Language Skills
Ability to read and comprehend instructions, including, but not limited to, safety policies, procedure manuals, and maintenance specifications. Ability to write routine reports and correspondence. Ability to effectively present information in individual and small group situations.
Technical Qualifications & Skills
Requires experience with MS Word, MS Excel, email, and CMMS
Physical Demands
Frequent office environment work requiring sitting, using phone and computer. Regularly requires walking throughout and around the facility when performing site audits. Occasionally requires climbing, stooping, kneeling, and crouching.
Work Environment
Must be willing to travel as needed within the assigned geography to visit sites and branches, meet with stakeholders, and support operational reviews.
Geographic Disclosure
#EFS
