Retail Franchising Director jobs in Greenville, SC

POSITION SUMMARY

As Southern First Bank continues in its mission to Impact Lives in the communities we serve, doing so in a way that stays true to authentic hospitality is paramount. We are looking to partner with a leader who is passionate about serving others and contributing to our vision of scaling exceptional service. Similar to a Maître d’, we need someone who can hold precision and hospitality hand in hand while equipping others to do the same as they deliver client experiences that are simple, personal, secure and done with quality. This position will be responsible for creating, communicating, and driving the retail vision while interacting often with Client Experience Officers, Client Experience Bankers, and all Support teams. This position will be expected to travel as needed to support our office footprint across the Southeast.

ESSENTIAL RESPONSIBILITIES

• Lead the retail team initiative at Southern First Bank and set an example showing hospitality to internal and external clients.
• Demonstrate active listening, motivate, and inspire the retail team.
• Ability to diffuse escalated client and employee matters with efficacy.
• Responsibility to cross train, teach managerial skills and situational awareness.
• Work directly with clients and employees through multiple channels:  phone support, video conferencing, screen sharing, on site visits and office visits. 
• Serve on bank committees and leadership meetings to ensure proper alignment of the department with the company’s strategic plan and objectives.
• Understand data and have the ability to use metrics and reporting to drive improved results.
• Track common client concerns to identify training and process improvement needs.
• Assist with strategies for Teller Support, Courier oversight, policies and procedures, audit process and training.
• Provide the support, systems and structure that enables the teller teams to provide exceptional and consistent service on demand in our offices across markets.
• Work to continually improve, document and regularly audit the teller policy and procedures, balancing risk, and regulatory guidelines.
• Report directly to the Chief Innovation Officer and partner closely with Senior Leadership.  
• Make appropriate process and product recommendations based on evolving client needs and available technologies, as well as emerging service providers.
• Represent the Bank through involvement, interaction and visibility in the Community.
• Complete other duties as assigned.

ESSENTIAL SKILLS, EDUCATION AND EXPERIENCE

• Bachelor’s degree preferred but not required.
• Experience in Retail Banking and Client Service (5 years preferred), Management Experience with direct reports (5 years preferred).
• Previous knowledge of cash management and treasury sales and service a plus.
• Complete understanding of Windows products, such as Word, Excel, PowerPoint and Outlook with specific strengths in Excel (file formatting options, data importing, and functions).
• Flexible work style and schedule that is energized by solving problems, enjoys challenges and thrives in an ever-changing work environment.
• High comfort level with daily coaching, consensus building, providing detailed updates to other teams and leaders and addressing challenges with people, processes and technology in a poised, professional manner.
• Exceptional interpersonal communication skills and professionalism. Ability to build strong partnerships and alliances with other managers, leaders and departments that are critical to overall success.
• Ability to maintain confidentiality and exhibit a high degree of integrity.
• Exhibits high precision and attention to detail.
• Ability to quickly build rapport with clients, retail and operations teams.
• Maintain regular, consistent, and professional attendance, punctuality and personal appearance.
• Ability to handle multiple tasks and work independently while supervising other managers and staff.

 WORK CONDITIONS 

• Working conditions are normal for an office environment. 
• Work may require weekend and evening work. 
• Overnight travel required.