Director, Sales & Service Excellence

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

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.