Retail Operations Strategy Lead

Job Description

Job Description

PURPOSE OF THE JOB

The Retail Operations Strategy Lead (ROSL) functions as the operational engine and execution partner for the Retail branch network. This role translates retail strategy into repeatable operating rhythms, measurable performance outcomes, and disciplined execution across branches and digital channels. The ROSL ensures the Retail organization runs efficiently, consistently, and in alignment with financial targets, regulatory requirements, and customer experience standards.

The role combines hands‑on operational leadership, performance management, and cross‑functional execution, serving as a critical force multiplier for the Director of Retail and Retail leadership team. Success is measured by improved branch performance, operational efficiency, scalability, and sustained execution of priorities. This position can be located in any of our markets.

MAIN DUTIES OF THE JOB

• Lead and manage high‐impact, cross‐functional projects including but not limited to branch efficiencies, network optimization, digital product adoption, or client experience enhancements from planning through execution and sustainment.
• Partner with Retail Administration in consistent execution across the branch network, ensuring priorities are clearly cascaded, progress is tracked, and issues are escalated and resolved quickly.
• Support branch network optimization efforts by evaluating capacity, staffing models, workflows, and location performance as well as lead branch acquisition efforts on behalf of Retail.
• Ensure delegated initiatives are delivered on time, within scope, and aligned to operational capacity, with clear adoption plans and measurement of results.
• Determine return on investments, tradeoffs, and sequencing operational initiatives when determining prioritization of projects for Retail Operations.
• Ensure Retail operations adhere to regulatory requirements, internal controls, and policies, partnering with Risk and Compliance on audits, assessments, and remediation plans.
• Act as a sounding board across Technology, Marketing, Finance, Risk, HR, and Retail Operations to remove barriers and keep execution on track.
• Support proactive risk identification and mitigation related to branch operations, client experience, staffing, and process execution.
• Strong background in retail operations, retail performance management, and budget analysis, with the ability to recommend actionable improvements.
• Demonstrate ability to manage complex, cross‑functional initiatives with multiple stakeholders.
• Perform other duties as assigned to support customer-facing operations and organizational objectives.

WHAT YOU WILL NEED TO SUCCEED

• Bachelor’s degree in business, finance, related field, or the equivalent job experience preferred
• Seven - ten years of work-related experience in banking or financial services field
• Deep understanding of Retail banking operations, customer acquisition strategies, and regulatory compliance is highly desirable
• Proven ability to apply operational judgment, maintain confidentiality, and support senior leaders.
• Proven ability to influence cross-functional teams and lead without direct authority
• Exceptional organizational, analytical, and time‑management skills; able to operate effectively in a fast‑paced environment while meeting deadlines.
• Excellent written and verbal communication skills, with experience producing executive‑ready materials and operational documentation.
• Sales and marketing experience preferred

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