Retail Banking Training & Development Manager

Leader Bank; Arlington (MA); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

401k plan with corporate match

Medical and dental insurance

Paid holidays and vacation

Job summary

Leader Bank is seeking a Manager of Training & Development for its Arlington location. This role involves designing and delivering training programs to enhance service quality across Retail Banking. The position requires extensive travel and aims to cultivate a strong client service culture throughout the organization.

The ideal candidate will have strong project management skills, a background in training, and exceptional communication abilities, aimed at fostering talent and maintaining high service standards.

The role offers a competitive salary range of $80,000 to $100,000 and a comprehensive benefits package.

Qualifications

• 3–5+ years of experience in training, learning & development, or a related field.
• Strong understanding of client service principles and operations.
• Exceptional communication and presentation skills.

Responsibilities

• Design and deliver training programs across Retail Banking.
• Develop and maintain a Client Service Playbook.
• Facilitate live training sessions for new hires and existing bankers.

Skills

Employee onboarding

Training and engagement strategies

Communication skills

Project management

Process optimization

Leadership development

Education

Bachelor’s degree or Associate’s degree

Tools

Microsoft Office (Word, Excel, PowerPoint)

Job description

Job Details

Job Location: Corporate 180 - Arlington, MA 02474
Position Type: Full Time
Salary Range: $80,000.00 - $100,000.00

Leader Bank is looking for exceptionally dedicated team members to join one of the country’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $5 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $3 billion.

Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work‑life balance, and an environment that fosters diversity and inclusion.

Summary

The Manager of Training & Development is responsible for designing, delivering, and continuously improving training programs across Retail Banking to strengthen service quality, team member capability, and client experience. Reporting to the AVP of Retail Banking, this role serves as a key driver of Leader Bank’s service culture, ensuring consistent execution of the WOW Call / I.C.A.R.E. client service framework across all retail locations. This position is not based in a single location and requires regular travel across retail banking sites based on business needs.

Client Service Culture & Standards

• Define and embed Leader Bank's client service standards across all branches — in-person and phone
• Develop and maintain a Client Service Playbook that codifies expectations, scripts, and best practices
• Create branch‑level service culture initiatives that connect front‑line bankers to the 'why' behind client experience
• Champion a recognition culture that celebrates WOW moments and reinforces desired behaviors
• Benchmark Leader Bank's service standards against best‑in‑class community banks and regional competitors
• Own, evolve, and scale the WOW Call training program across all retail branches and the EB Call Center
• Facilitate live and recorded I.C.A.R.E. training sessions for new hires, existing bankers, and branch managers
• Maintain and update all training materials, scorecards, audit tools, and recognition program assets
• Partner with Branch Managers to monitor call quality scores and drive continuous improvement
• Analyze audit results monthly and identify branch‑level coaching opportunities

Compliance and Regulatory Training

• Partner with Compliance to ensure all required regulatory training (BSA/AML, FDIC, privacy, fair lending) is delivered on schedule and documented
• Maintain training completion records and certifications for all retail staff
• Translate complex compliance content into engaging, understandable training that sticks
• Support audit readiness by ensuring training documentation is current and accessible

Onboarding and New Hire Training

• Design and facilitate a structured onboarding program for all new Retail Banking hires
• Ensure every new banker understands Leader Bank's culture, values, service standards, and I.C.A.R.E. framework before client‑facing deployment
• Create role‑specific onboarding tracks for Tellers, Personal Bankers, and Branch Managers
• Establish 30/60/90‑day competency checkpoints for all new retail staff

Measurement & Reporting

• Track and report training completion rates, call quality scores, and client service KPIs to AVP and Head of Retail monthly
• Use data from the WOW Call Scorecard and branch audits to identify trends and adjust training priorities
• Evaluate training effectiveness through pre/post assessments, mystery shop results, and manager feedback
• Present quarterly training impact reports with actionable insights

Skills & Qualifications

• Proven excellence in employee onboarding, training, and engagement strategies
• In‑depth knowledge of banking systems, operations, and project management principles
• Highly skilled in process optimization and cross‑departmental collaboration.
• Strong communicator with demonstrated leadership in team development and strategic initiatives

First 90 Days

• I.C.A.R.E. training delivered to 100% of retail staff
• WOW Call audit cadence running in all branches
• New hire onboarding program documented and launched
• Compliance training calendar built and on track
• Relationships established with all Branch Managers

6–12 Months

• Average WOW Call scores trending upward branch‑wide
• Client Service Playbook complete and distributed
• Product knowledge training library built out
• Recognition program generating visible WOW moments
• Training impact metrics reported to leadership

Requirements

• Bachelor’s degree or Associate’s degree
• 3–5+ years of experience in training, learning & development, or a related field — demonstrated experience designing and facilitating learning programs
• Strong understanding of client service principles and operations
• Exceptional communication and presentation skills — able to engage and inspire front‑line staff
• Highly organized with project management capability; able to manage multiple programs simultaneously
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Preferred: Experience in banking or with branch network management
• Preferred: Background in call quality monitoring, coaching frameworks, or contact center training
• Preferred: Familiarity with compliance training requirements in a regulated banking environment
• Preferred: Experience building recognition and incentive programs tied to service performance

Salary

Salary Minimum: $80,000.00 - Salary Max: $100,000.00

The range listed is just one component of Leader Bank’s total compensation package for team members. Other rewards may include annual bonuses, commissions, short‑and‑long‑term incentives, and program‑specific awards. In addition, Leader Bank provides a variety of benefits to eligible team members, including health insurance coverage, a team member wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off and vacation.

Benefits

Leader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.

Equal Opportunity and E‑Verify

Leader Bank, N.A. is an Equal Opportunity and Affinitive Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status, or any other protected class.

Leader Bank, N.A. is an E‑Verify participant.