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Director
Associated Bank
Milwaukee, WI, United States
Job Details - this job has expired, please see similar jobs below
Description
Job Summary
As customer preferences and channel capabilities continue to evolve, the Director of Omnichannel will develop and lead an integrated 'go to market' distribution strategy for the Retail Bank that impacts the Consumer and Business Banking customer segments. The scope includes sales and service delivery across the Retail channels - digital, phone, physical branch, and self-service/ATM. The role requires strong collaboration, influence and partnership across both internal stakeholders (e.g., IT, Marketing, Segment Leaders) and external solution providers. The Director of Omnichannel will need to carefully balance customer experience, innovation, speed to market, competitive and financial/efficiency factors. This role will also be involved in acquisition planning and integration efforts as needed.
Retail Bank channel scope includes the following categories:
• Digital Service Delivery (Online & Mobile Banking, Bill Pay, Digital Money Movement, Single-Sign On Capabilities)
• Digital Sales and Out-of-Footprint direct distribution
• Self-Service distribution (ON Premises ATM, Off Premises ATM, Surcharge Free Network)
• Physical Branch Distribution (placement, format mix, digital capability integration)
Compliance Statement
Responsible for expanding and deepening customer relationships by identifying customers’ needs comprehensively and matching their needs with selections and resources within the colleague’s assigned business line and across all business lines of Associated Bank.
As a valued colleague of Associated Bank you play a critical role in delivering an exceptional customer experience during every interaction. Expectations for this position require the ongoing focus on building solid and long lasting relationships by engaging all customers in a positive manner. Colleagues should provide customers a positive experience that includes undivided attention, straightforward and knowledgeable service and ensure that the customer’s best interests are our number one priority. Consistency around customer experience guidelines is key and expected from all of our colleagues. Our goal is to simplify the customer experience and deliver outstanding service to every customer, every time.
Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesn’t meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associated’s anonymous Ethics Hotline.
Key Result Areas
Deposit growth
Financial and Business Acumen
Loan growth
Negotiation and Influence
Regulation and Compliance
Results Driven
Strategic Thinking
Strategic Planning
Vendor Management
Leadership
Job Accountabilities
Retail distribution strategy and innovation planning across channels (digital, phone, physical branch, and self-service/ATM)
Channel performance and customer experience assessment, benchmarking and optimization
Channel capability product management, roadmap planning, prioritization, business case development and project sponsorship
External solution provider partnership management
Internal ASB partner collaboration and planning (e.g., IT, Marketing, Finance Segment Leaders)
Responsible for the recruiting, hiring, coaching of direct reports. Ensure strong focus on colleague development and engagement within organization span of control
Acquisition planning and integration
Qualifications
Education
Bachelor's Degree or equivalent combination of education and experience Business, finance or a related degree, Required
Master's Degree MBA, Preferred
Experience
7-10 years Financial Sales and Management, Required
Skills
Analytical , Advanced
Verbal Communication , Advanced
Written Communication , Advanced
Management Experience , Advanced
General Physical Condition
No unusual physical effort, strain, or discomfort