Position SummaryThe SVP, Retail Banking provides strategic and operational leadership for Prevail Bank's entire retail franchise, branches, markets, and the call center, as one coordinated operating unit. This role translates enterprise strategy into market and channel level goals, establishes a consistent sales and service model, and serves as the primary point of accountability for retail growth, customer experience, operational discipline, risk management, and talent development. The SVP, Retail Banking leads through Branch Managers and functional leaders, aligns resources and branch strategy with business priorities, and partners across the Bank to deliver sustainable growth and a consistent employee and customer experience.
Key Responsibilities Retail Strategy, Growth & Financial Performance
- Translate the Bank's retail strategy into clear market, branch, and call center priorities, annual plans, goals, and accountability measures
- Own deposit, consumer loan, household, relationship, referral, and digital adoption goals across the retail franchise
- Establish sales plans, production expectations, campaign priorities, and performance rhythms that support responsible growth and deepen customer relationships
- Monitor retail performance through dashboards, trend analysis, market results, customer data, and leading indicators; identify gaps and direct corrective action
- Contribute to retail financial performance through revenue growth, expense discipline, staffing productivity, pricing input, and effective allocation of resources
- Lead recommendations regarding branch footprint, staffing models, hours, service delivery, market investment, and channel strategy
Operations, Service & Risk
- Establish and maintain a consistent retail operating model, customer service standard, and leadership cadence across all markets and channels
- Hold leaders accountable for execution of sales, service, staffing, coaching, operational, and community engagement expectations
- Own retail customer experience outcomes, including service quality, issue resolution, retention, accessibility, and consistency across in-person and digital channels
- Oversee retail operational governance, including branch procedures, teller and cash controls, deposit account processes, quality assurance, audit readiness, security, and regulatory compliance
- Ensure significant customer, staffing, operational, control, and system issues are escalated, resolved, and addressed through root-cause analysis and sustainable corrective action
- Partner with Risk, Compliance, Audit, Deposit Operations, Information Technology, and vendors to address findings, emerging risks, service issues, and control priorities
Talent & Leadership
- Lead, coach, and develop Branch Managers and functional retail leaders; create clarity regarding decision rights, priorities, standards, and expected outcomes
- Establish goals, performance expectations, one-on-one and team meeting rhythms, development plans, and accountability measures across the retail organization
- Ensure retail leaders have the training, tools, staffing, and support needed to coach employees, manage performance, execute procedures, and deliver results
- Participate in selection, workforce planning, talent reviews, compensation and incentive discussions, and organizational design for the retail function
- Promote a culture of customer focus, ownership, collaboration, accountability, continuous improvement, and recognition
Enterprise & Community Leadership
- Serve as a senior retail advisor to the Chief Retail Officer and executive leadership, providing recommendations on growth, delivery channels, risk, talent, and investment priorities
- Represent retail priorities in enterprise planning and ensure effective communication and execution across markets and departments
- Build effective relationships with community leaders, key customers, boards, vendors, and other external partners as appropriate
- Perform other duties and lead special projects as needed to support the Bank's strategic objectives
Qualifications - Ten or more years of progressively responsible retail banking or financial services experience, including at least five years leading multiple locations, markets, channels, or senior leaders
- Demonstrated success delivering deposit, consumer loan, relationship, referral, and customer experience results through leaders and geographically dispersed teams
- Experience with budget ownership, financial performance, workforce planning, branch strategy, and resource allocation
- Strong knowledge of branch operations, teller and cash management, deposit account processes, consumer lending, internal controls, audit, security, risk management, and retail banking regulations
- Proven ability to lead leaders, build succession depth, manage performance, influence cross-functional partners, and guide teams through change
- Experience developing strategy, using performance data, leading process improvement, and implementing technology or operating model changes across a multi-site organization
- Excellent judgment, communication, collaboration, analytical, organizational, and problem-solving skills
- Bachelor's degree in business, finance, banking, operations, or a related field, or an equivalent combination of education and relevant experience; advanced banking education is preferred
- Experience with digital banking channels and contact center operations is preferred
Travel Valid driver's license required for regular travel to Bank offices, customer and community meetings, training sessions, and other business activities. Travel throughout the Bank's market footprint is expected and may be up to 75% of the time.
Working Environment and Physical Requirements The work environment and physical demands described are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description does not state or imply that these are the only duties to be performed by the employee in this position. The employee may be required to follow other job-related instructions and perform other job-related duties as requested, subject to applicable federal and state laws. Job duties and requirements may be modified when appropriate, including as a reasonable accommodation. This job description is subject to change at any time at the discretion of management.
