Retail Market Manager

First Horizon Bank · Knoxville

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Location: On site at location listed in job posting. 

Weekly Scheduled Hours: Monday - Friday 8 a.m. - 5 p.m. Saturday 9:00 - noon periodically

SUMMARY:

The Retail Market Manager will be responsible for building a high performing Banking Center team and deliver well balanced results in all aspects of Retail Banking. Responsibilities include growing profitability, advice driven sales, associate coaching, operational excellence, customer experience, and workforce management. An effective Retail Market Manager demonstrates a high level of emotional intelligence, effective change management, and strong communication skills.

Ideal candidate must be available to effectively support a broad number of banking centers within the market.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Strategic leadership 

• Coaches, leads and manages Banking Center Managers and teams to ensure all strategic initiatives are executed effectively.
• Implement the vision for driving growth and profitability by executing on Retail Banking strategy within the Market.
• Provide visionary leadership to the Retail Banking team, fostering a culture of customer focus.
• Collaborate with peers and Retail Banking Executive to align goals with the overall organizational strategy.
• Models and demonstrates First Horizon Bank (Firstpower) culture. Promotes a positive work culture by increasing and supporting associate engagement and develops plans to improve associate experience scores. Creates a winning culture through consistent recognition.
• Involved in the community and actively serves in a leadership capacity in support of bank programs.

Sales and business development 

• Implement and coach advice driven sales process.
• Drive business growth by establishing and achieving goals and priorities.
• Use sales management tools and data to proactively identify performance gaps and puts action plans in place for improvement.
• Consistently visits banking centers to provide one-on-one coaching, inspect, and recognize sales activities and behaviors.
• Establish and nurture relationships with key clients and partners to expand the client base.
• Identify cross-selling opportunities and collaborate with partner lines of business to maximize revenue generation.
• Deliver expected balance sheet and income statement results for the Market.
   

Client experience 

• Ensure exceptional client experiences across all banking centers.
• Implement strategies to enhance client engagement, satisfaction, and loyalty.
• Resolve escalated client issues and ensure prompt resolution to maintain a positive reputation.
   

Team management 

• Recruit, train, develop, and retain a high-performing Retail Banking team.
• Provide regular coaching, feedback, and performance evaluations to team members.
• Foster a collaborative and inclusive work environment that promotes teamwork and professional growth.
• Create and support a healthy climate and culture, including inspiring trust, motivating associates, influencing behaviors, and fostering associate engagement.
• Communicate and explain critical changes in the business environment and assist banking center associates in understanding and embracing change.
   

Compliance and risk management 

• Ensures the operational integrity of the banking centers and ensures team compliance with bank regulations, policies, and procedures. Partners with Retail Operations team to address operational concerns.
• Manage loan pricing exceptions and credit exception requests.
• Implement effective risk management practices to minimize potential financial and operational risks.
• Lead internal audits and assessments to ensure adherence to policies and procedures.

Operational efficiency 

• Manage processes and workflows within Retail Banking for efficiency and cost-effectiveness.
• Monitor operational metrics and implement improvements as needed.

SUPERVISORY RESPONSIBILITIES:

• Directly responsible for directing, coordinating, and evaluating designated units or certain personnel in accordance with the organization's policies and applicable laws.
• Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; providing pay change recommendations; disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the qualifications listed below are representative of the knowledge, skills, and/or abilities required in this position:

• Bachelor (4-year college) degree and 4-6 of experience or equivalent combination of education and experience and 3+ years of high sales performance.

COMPUTER AND OFFICE EQUIPMENT SKILLS

• Microsoft Office suite
   

CERTIFICATES, LICENSES, REGISTRATIONS (Ex: CPA, Series 6 or 7 license, etc.)

• None required
   

As part of the employment process for this position, you will have to meet the requirements of a background credit check. This position requires compliance with the S.A.F.E Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements. 

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