Retail Banking Training & Development Manager

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.
Responsibilities
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
• Background in call quality monitoring, coaching frameworks, or contact center training
• Familiarity with compliance training requirements in a regulated banking environment
• Experience building recognition and incentive programs tied to service performance

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.
Leader Bank, N.A. is an Equal Opportunity and Affirmative 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.
The base salary range below represents the low and high end of the Leader Bank salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.
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.
Leader Bank, N.A. is an Equal Opportunity and Affirmative 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.
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