Not Authorized
You are currently not authorized to access this section.
Please contact your Administrator to change your authorization settings.
Please contact your Administrator to change your authorization settings.
National Director Retail Banking and Operations
Dallas, TX
Job Description
National Director Retail Banking and Operations
The National Director, Retail Banking has overall leadership and management responsibility for Banking Center sales and service nationally. As a senior executive of the Retail Bank, this position has strategic responsibility to support development and execution of its vision and direction. The position is directly responsible to:
- Deliver and manage exceptional customer experiences through banking centers that lead to growth of personal banking customers and drive invaluable relationships that generate low cost, granular deposits as well as revenue generation through loans and services offered. This includes 400 + Banking Centers, today located in Michigan, California, Texas, Florida and Arizona. The banking centers represent nearly 2200 employees which is approximately 32% of Comerica's total workforce and approximately $18 billion in deposits and $2 billion in loans.
- Encompass delivery of the experience for customers gathered through digital means, ensuring for the effectiveness to onboard and develop these new relationship to generate revenue.
- Meet financial targets and objectives for Retail banking.
- Establish strategic priorities that support new customer acquisition, relationship expansion and customer retention.
- Collaborate across the bank to bring the right expertise to deliver on customer needs.
- Ensure expectations for risk management practices are known and executed effectively.
The National Director is also accountable for first line of defense risk and compliance managed through the Banking Center Market Operations Director. The department is comprised of 60+ colleagues responsible to:
- Ensure effectiveness of first line of defense market operational strategies, controls and execution.
- Ensure existance of effective operational processes and risk management controls.
- Manage and direct all banking center operational initiatives and risk incidents.
- Provide Banking Center operational support via the Retail Support Call Center.
- Identify and alert executive and senior management to potential systemic issues and direct remediation.
*50% Travel Required
Position responsibilities
Responsible for overall leadership and management responsibilty for National Banking Center Sales and Service
- Responsibility for overall development and leadership of all retail banking activities nationally. This includes responsibility for: currently, 400 Banking Centers located in Michigan, California, Texas, Florida and Arizona. These banking centers represent nearly 2200 employees which is approximately 31% of Comerica's total workforce; $18 billion in deposits and $2 billion in loans (as of Novembr 2023.) Recognize and drive impact for the significant role retail banking customer growth has on the growth of deposits balances contributed to Comerica's balance sheet management.
- Develop and actively manage banker activity behaviors and sales protocols for retail banking creating a strategy, gaps analysis and execution plan for developing and actively managing the overall customer experience as delivered through the bankers
- Build management and sales talent at all levels of the organization to raise performance and provide succession management.
Meeting financial targets and objectives for Retail banking which includes establishing strategic priorities that support new customer acquisition, relationship expansion and customer retention
- Lead the retail banking group to achieve the profit and loss plan and balance sheet growth plan and partner with the retail leadership team to achieve the overall retail bank financial plan.
- Ensure individual consumer and small business customers' needs are met while providing for growth and profitability of the business.
- Lead the growth efforts for de novo banking centers including attracting new customers through strategic sales and marketing while striving to achieve accretion objectives.
- Lead the development and implementation of retail bank deposit revenue growth strategies; directly manage checking and investment deposit gathering, consumer/installment lending, credit card activities, and mortgage lending sales.
- Reinforce a strong customer centric and risk management culture.
- Implement lending sales strategies to realize desired portfolio objectives in terms of type and size of loans and terms offered resulting in a high-quality loan portfolio in partnership with credit administration.
- Maintain a highly visible leadership role in the communities served as well as internally within Comerica.
Responsible for effective partnerships across the organization
- Actively participate in Retail Bank and Retail Banking implementation and adoption of future oriented distribution channel strategies to include facilities, technologies, staffing strategies and banker execution of consultative process.
- Create effective business partnerships to understand and support the achievement of business goals for Comerica's major lines of business including Small business and Commercial banking, and wealth management through the development of joint collaboration goals and the assurance of excellent customer service.
- Provides oversight and actively participates in the development of incentive plans that reward customer-centric sales practices that aligns with Comerica's risk tolerance.
Ensuring risk management practices are maintained in an increasingly regulated environment
- Ensuring all colleagues are aware of and accountable for their roles in risk management initiatives, including Compliance Management and Issue Management.
- Encouraging and supporting open discussion and the understanding of risks inherent in the business, as well as the actions taken by management to ensure those risks are managed, and that returns are appropriate for the risks assumed.
- Manage Compliance Management including regulatory training completion, recognizing phishing emails and timely response to customer complaints.
- Manage controllable losses to plan.
Responsible for Leadership and Management of Banking Center Market Operations team strategies and execution.
- Accountability for all banking center operational initiatives and operational risk management via a team of local Retail Operations Managers.
- Responsible for BC operational support via a call center known as the Retail Support Center.
- Manages and directs on high-risk incidents.
- Identifies and alerts executive and senior management to potential systemic issues and delivers on suggested resolutions.
Position Qualifications
- 4 year Bachelor Degree
- 15 or more years of Retail Banking experience in the banking or financial industry
- 10 years of demonstrated experience building, developing, managing and retaining a team of banking sales professionals dedicated to delivering superior customer experience through effective sales leadership
- 10 years of demonstrated experience in expanding current and new relationships through networks and business development
- 5 years senior level experience in a manager of managers role
- 2 years community involvement in a leadership role
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
4 to 15 years
Email this Job to Yourself or a Friend