Senior Customer Experience & Process Design Leader

Valley National Bank; Morristown (NJ); Sur place; USD 98 000 - 172 000; Plein temps

Résumé du poste

Valley Bank seeks a Manager, Sales Process & Routines to own the sales and service operating rhythms across the retail branch network, Small Business Banking, and Mortgage. You will define standards, coach leaders, and drive consistent execution of sales practices and performance management.

The role requires 5+ years in banking-related experience, journey mapping, and a track record turning analyses into improvements.

Qualifications

• Knowledge of Retail, Small Business, and Mortgage Banking sales models.
• Knowledge of sales effectiveness, coaching disciplines, and performance management practices.
• Knowledge of regulatory, compliance, and risk requirements.
• Skill in sales process optimization, performance analytics, and operational improvement.
• Skill in change leadership, stakeholder influence, and cross-functional partnership.
• Ability to drive consistent execution across multiple business lines.
• Ability to translate strategy into scalable processes.

Responsabilités

• Own the customer experience strategy and annual improvement roadmap for the branch network, SMB, and Mortgage.
• Set journey priorities and guide journey designers to a prioritized redesign backlog.
• Define and maintain service standards across branches, SMB, and Mortgage.
• Establish end-to-end servicing workflows with clear handoffs and SLAs.
• Publish decision rights for fees, policy exceptions, and remediation.
• Lead voice-of-customer programs and translate data into actions for leaders.
• Design training and development programs to reinforce standards.

Connaissances

Retail banking knowledge

Customer journey mapping

Coaching disciplines

Regulatory compliance knowledge

Change leadership

Cross-functional partnership

Execution discipline

Formation

Bachelor's degree in business or related field

Outils

CRM systems

Analytics tools

Description du poste

Valley Bank seeks a Manager, Sales Process & Routines to own the sales and service operating rhythms across the retail branch network, Small Business Banking, and Mortgage. You will define standards, coach leaders, and drive consistent execution of sales practices and performance management.

The role requires 5+ years in banking-related experience, journey mapping, and a track record turning analyses into improvements.