Dir, Sales & Service Effectiveness

Valley Bank; Morristown (NJ); On-site; USD 140,000 - 210,000; Full time

Job summary

Valley Bank in Morristown, NJ seeks a Director, Sales & Service Effectiveness to define and drive the capabilities, behaviors, and operating models that deliver consistent sales and service performance across Retail, SMB, and Mortgage channels.

Reporting to the Head of Sales & Service Enablement, this leader builds playbooks, governs processes, and partners with Learning & Development, Operations, and Compliance to translate strategy into frontline action.

Qualifications

• Bachelor’s degree in a related field is required.
• 10+ years in sales enablement or service operations within financial services.
• Experience in large consumer banks or similar regulated environments.
• Proven ability to design and implement enterprise sales/process frameworks.
• Strong stakeholder management and executive communication skills.

Responsibilities

• Define and govern a scalable enterprise sales and service effectiveness framework across Retail, SMB, and Mortgage.
• Lead learning strategy, curricula development, and collaboration with Learning & Development.
• Oversee development of role-based playbooks, scripts, and journey maps for frontline teams.
• Partner with Operations, Compliance, and Technology to ensure practical, compliant frontline experiences.

Skills

Retail banking sales

Strategic planning

Learning & Development

Stakeholder management

Regulatory compliance

Executive communication

Education

Bachelor's degree in Business, Finance, Organizational Development

Job description

At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the Bank that clients from every industry turn to for our expertise, strategies, and advice--building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth--with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the US.

At Valley, we're all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we make it our goal to help you focus on what drives you--working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we're a relationship bank built for growth, that's not just reserved for our clients--that includes all our associates as well.

The Director, Sales & Service Effectiveness is responsible for defining, building, and continuously improving the capabilities, behaviors, and operating models that drive consistent sales and service performance across the consumer bank. Reporting to the Head of Sales & Service Enablement, this leader owns the strategies, frameworks, and content that shape how bankers sell, serve, and engage customers across Retail, SMB, and Mortgage channels.

The role spans three interconnected domains: capability building and learning strategy, sales effectiveness, and service effectiveness. The Director partners closely with Learning & Development, Channel Leaders, and Operations to translate strategy into tangible daily behaviors--ensuring bankers have the skills, playbooks, processes, and service standards needed to deliver exceptional client outcomes.

Responsibilities Include But Are Not Limited To

Capabilities Building Strategy

• Lead enterprise capability strategy for Sales & Service, defining skills, behaviors, and performance expectations for banker effectiveness across all roles and channels.
• Partner with L&D to set learning strategy, prioritize curriculum, and align training to frontline performance outcomes.
• Oversee design and delivery of role-based learning paths for Retail, SMB, and Mortgage bankers across sales, service, product, and advisory skills.
• Measure learning effectiveness and skill transfer; use data to continuously refine programs and delivery.
• Embed continuous learning into the flow of work to drive ongoing development beyond formal training.

Sales Effectiveness

• Define and govern a scalable, customer-aligned enterprise sales process, including supporting scripts, playbooks, and conversation guides.
• Establish sales rhythms and clear DILO/WILO/MILO expectations to drive accountability, consistency, and effective coaching.
• Enable seamless collaboration across bankers, specialists, and partners, embedding sales frameworks into onboarding, development, and performance management.

Service Effectiveness

• Own the enterprise service effectiveness framework, including workflows, escalation paths, decision rights, and supporting playbooks across Retail, SMB, and Mortgage.
• Define and optimize end-to-end customer journeys and branch experience standards to reduce friction and deliver consistent, differentiated service.
• Establish and govern service metrics and SLAs, using performance data (e.g., resolution, satisfaction) to drive continuous improvement.
• Partner with Operations, Compliance, and Technology to ensure service experiences are practical, compliant, and enabled for frontline execution.

Field Partnership & Voice of the Frontline

• Act as a key liaison between Channel Leaders, Field Enablement, and enterprise strategy teams--ensuring that sales and service effectiveness programs are grounded in real frontline experience and operational realities.
• Establish structured feedback mechanisms--including field advisory panels, observation sessions, and performance data reviews--to continuously identify gaps in skills, process, and content.
• Represent frontline effectiveness needs in enterprise planning, product, and strategy forums, ensuring that new initiatives are assessed for their impact on banker workflows and customer experience.

Governance & Continuous Improvement

• Own the governance model for sales and service effectiveness content--ensuring playbooks, scripts, journey maps, and process documentation are accurate, version-controlled, and regularly reviewed.
• Establish a continuous improvement cadence using performance data, field feedback, and industry benchmarks to identify and prioritize the next highest-value enhancements to effectiveness frameworks.
• Partner with the Director of Advisory & Enablement Tools to ensure sales and service effectiveness content is reflected in and supported by frontline technology and tooling.

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.