Consumer Banking Sales & Service Development Lead

Location: Plum Office 7660 Saltsburg Rd. Pittsburgh, PA 15239

Hours: Monday-Friday 8:00am-5:00pm

(additional hours as necessary to meet the objectives of the department)

Function: The Consumer Bank Sales & Service Development Lead is responsible for developing the knowledge, skills and behaviors that enable Consumer Bank employees to deliver a consistent, high-quality customer experience while achieving sales, service and operational objectives.

This role leads the design, development and delivery of engaging development experiences for both new and existing employees and serves as a key partner in the continued development of the sales process across the Consumer Bank. The position connects the sales process to customer experience, new account opening, consumer lending, complaint management, product knowledge and policies and procedures.

The role partners closely with Consumer Bank leaders and subject matter experts to identify capability opportunities, develop practical solutions and reinforce learning through coaching, observation and field engagement.

Key Areas of Responsibility:

• Consumer Bank Capability Development
  • Lead the development of onboarding and ongoing capability-building experiences for Consumer Bank employees.
  • Translate business priorities and performance opportunities into practical, role-specific development solutions.
  • Build employee knowledge, confidence and proficiency across sales, service and operational expectations.
  • Partner with leaders to identify skill gaps and opportunities to improve employee and customer outcomes.
• The Sales Process and Customer Experience
  • Serve as a key partner in the development, delivery and evolution of the sales process as the foundation for the Consumer Bank experience.
  • Connect the sales process behaviors to new account opening, consumer lending, relationship development, complaint management and service recovery.
  • Create opportunities for employees to practice customer conversations and apply the sales process in realistic situations.
  • Reinforce the connection between employee behaviors, customer experience and business results.

• Learning Design, Development & Facilitation
  • Design and deliver high-quality, engaging learning experiences using adult learning principles and a variety of instructional methods.
  • Develop practical learning materials, presentations, scenarios, activities, job aids and other performance-support resources.
  • Create learning experiences that emphasize active participation, practice, real-time coaching and application rather than passive instruction.
  • Continuously evaluate and improve content based on employee and leader feedback, business needs and performance results.

• Field Observation for Ongoing Development
  • Engage with branches and Consumer Bank teams to observe behaviors, reinforce learning and identify development opportunities.
  • Partner with leaders to support development and sustained application following formal learning experiences.
  • Use field observations, customer feedback and performance information to identify emerging capability needs.

• Business Partnership
  • Collaborate with Consumer Bank, Retail Operations, Compliance, Product, Lending, Customer Experience and other subject matter experts to keep learning materials up-to-date and relevant.
  • Translate complex products, processes, policies and regulatory requirements into clear, practical employee experiences.
  • Support frontline readiness for new products, processes, systems and organizational initiatives.

Education:

Requires a four-year degree or equivalent. Business Administration, Organizational Leadership, Organizational Development, Instructional Design or Learning & Development.

Experience:

Requires five to ten years general experience with five to ten years specialized experience.

Physical Demands:

Operates a keypad device 90-100% of the day. Travel to alternate work locations 20-30%, overnight stays 30-40%. Primary parts involved fingers, thumb, hand, wrist, elbow, legs/feet, upper torso. Standing 40-50%, sitting 40-50% of the day. Routinely lifts 10-20lbs 30-40%, maximum lift 10-20lbs 30-40% of the day. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the position. This work can be performed at multiple locations.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Salary Range: