Retail Banking Manager

texascapitalbank; Richardson (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

Wellness Program

Fertility & Family Benefits

Life & Disability Insurance

401K Match

Paid Leave

Paid Holidays

PTO

Job summary

Texas Capital is seeking a seasoned leader to manage a team of Retail Banking Advisors in the Richardson area. You will set performance expectations, coach staff, and ensure product knowledge and compliance across operations.

This role focuses on building strong client relationships while driving onboarding and cross-sell initiatives. The ideal candidate brings 7+ years in client service with 5+ years in a supervisory capacity, plus a solid background in retail banking operations, security

Qualifications

• Retail banking experience required; supervisory/management background preferred.
• Strong knowledge of bank security protocols and operations.
• Proven leadership, change management, and talent development skills.
• Excellent ability to multitask and manage multiple locations with attention to detail.

Responsibilities

• Lead, coach, and develop a team of Retail Banking Advisors; set clear performance expectations.
• Conduct regular one-on-ones and performance reviews; identify training needs.
• Recruit, onboard, and train new Officers; ensure product knowledge and system proficiency.
• Monitor outbound calling activity; ensure Officers meet onboarding targets.
• Oversee Financial Solutions Office operations with compliant standards.
• Ensure Officers' digital onboarding support and regulatory compliance.
• Review client feedback trends; drive process improvements and coach on service delivery.
• Partner with Officers to de-escalate concerns and strengthen client relationships.
• Collaborate with Retail Banking Senior Leadership and in-market Financial Centers for seamless client transitions.
• Work with product, technology, onboarding, online banking, and marketing to improve the Retail Banking Digital Onboarding channel.
• Track, analyze, and report team performance metrics using Power BI and Salesforce.
• Coach Officers on Needs Based Conversations to drive cross-engagement.
• Lead or support complex multi-phase projects across the Financial Solutions Office network.
• Identify and resolve operational and compliance risks; foster a high-performance, client-centric culture.

Skills

Leadership

Client service

Communication

Coaching

Multitasking

Relationship building

Analytical thinking

Education

Bachelor's degree in business

Tools

Power BI

Salesforce

MS Office

Job description

Texas Capital is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big firms at a scale that works for our clients, with highly experienced bankers who truly invest in people's success - today and tomorrow.

While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment - investing the time and resources to understand our clients' immediate needs, identify market opportunities and meet long-term objectives . At Texas Capital, we do more than build business success. We build long-lasting relationships.

Texas Capital provides a variety of benefits to colleagues, including

• health insurance coverage
• wellness program
• fertility and family building aids
• life and disability insurance
• retirement savings plans with a generous 401K match
• paid leave programs
• paid holidays
• paid time off (PTO)

Headquartered in Dallas with offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, Texas Capital was recently named Best Regional Bank in 2024 by Bankrate and was named to The Dallas Morning News ' Dallas-Fort Worth metroplex Top Workplaces 2023 and GoBankingRate's 2023 list of Best Regional Banks. For more information about joining our team, please visit us at www.texascapitalbank.com .

Responsibilities:

• Lead, coach, and develop a team of Retail Banking Advisor; set clear performance expectations and provide ongoing feedback
• Conduct regular one-on-ones and performance reviews; identify training needs and coordinate professional development
• Recruit, onboard, and train new Officers; ensure product knowledge and system proficiency
• Monitor team's execution of outbound calling activity; ensure Officers meet or exceed call volume and onboarding targets
• Oversee the Financial Solutions Office operations, ensure consistent, professional, and compliant standards
• Ensure Officers' digital onboarding support, account setup, and funding activities are accurate and meet regulatory requirements
• Serve as point of escalation for complex client issues, service concerns, and dormant/charge-off outreach
• Review client feedback trends; direct process improvements and coach Officers on service delivery
• Partner with Officers to de-escalate concerns and implement creative solutions that strengthen client relationships
• Build and maintain strong partnerships with Retail Banking Senior Leadership and in-market Financial Centers to ensure seamless client transitions and service coordination
• Partner with various stakeholders across product, technology, onboarding, online banking, marketing and others to provide consistent improvement to the Retail Banking Digital Onboarding channel
• Track, analyze, and report team performance metrics (call volume, onboarding completion, deposit growth, accuracy) using Power BI and Salesforce
• Coach Officers on Needs Based Conversations to drive cross-engagement and adoption of additional products and services
• Lead or support change management initiatives and complex multi-phase projects across the Financial Solutions Office network
• Identify and proactively resolve operational and compliance risks across the team; foster a high-performance, client-centric culture

Qualifications:

• 7+ years in client service and client-facing industries, including 5+ years in a supervisory, team lead, or management capacity
• Retail banking experience required; prior experience leading a client service or operations team strongly preferred
• Bachelor's degree in business (Finance, Accounting, Real Estate, etc.) or other relevant degree preferred
• Strong knowledge of bank security protocols, financial center operations, client service, and technology applied consistently across a team of Retail Banking Advisors
• Proven leadership skills; ability to build influence, drive change management, and align Officers around strategic priorities
• Excellent ability to multi-task and manage competing priorities across multiple Officers and locations while maintaining attention to detail and accuracy
• Strong independent judgment; comfortable de-escalating client and team concerns and implementing creative solutions
• Strong observation and decision-making skills, including performance evaluation, coaching, and talent development
• Strong technical proficiency in MS Office, Power BI, Salesforce, and financial/data reporting to monitor and report team performance
• Exceptional written, interpersonal, and communication skills; able to represent the team to senior stakeholders and cross-functional partners
• Demonstrated project management expertise; ability to lead complex, multi-phase initiatives with competing priorities
• Strong risk management and compliance acumen; ability to identify and proactively resolve operational risks across the team
• Ability to work effectively in a fast-paced, highly collaborative, mult