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Consumer Bank - Head of Field Support Strategy

Req #: 180014024
Location: New York, NY, US
Job Category: Relationship Management/Sales
Potential Referral Amount: US Dollar (USD)
As Head of Field Support Strategy on the National Support Team, you will lead a team responsible for assisting management in the field with implementing key behaviors and activities that focus on the consumer bank’s top priorities to improve branch performance. This role will set the strategy implemented by field management and the functional groups that support Customer Experience, Branch Innovations, New Builds, Consolidations and Relocations, including branch administration, real estate, HR/recruiting, finance, and marketing.
This challenging, high-visibility, hands-on position plays a vital role in the success of our overall customer experience,  promoting the customers’ adoption of digital banking channels, while distinguishing Chase as an industry leader.
Field Support
  • Successfully lead a team of Support Strategy Managers geographically spread out across the country. You will establish the vision and strategy for how SSMs partner with Operating Model Leads (OMLs), Regional Support Leads (RSLs), Market Directors (MDs), Branch Managers (BMs) and branch staff in executing behaviors that incorporate strategies to improve the customer experience, deepen existing relationships,  and acquire new customers
  • Build and promote a client/customer-centered organization through developing meaningful relationships with the Divisional and Regional Directors nationwide
  • Understand, and be able to proactively address, the needs of clients/customers, and leveraging your experience and extensive market knowledge to drive value-added dialogue and communication throughout the field
  • Responsible for aligning Field Support Strategy group’s priorities to the broader Consumer Bank strategy, and supporting consistent OSAT improvements nationwide
  • Driving the development of tools and resources (videos, guides, tip sheets) designed to assist management and staff with improving branch behaviors
  • Occasional travel will be required in order to accompany SSMs on field visits to branches to gather insight for senior leadership regarding new initiatives, branch processes and feedback
  • Forming working groups as necessary in order to assist with conducting user acceptance testing on new equipment and new projects prior to deployment, and solicit feedback in order to ensure success of future projects
  • Ensure the timely and relevant execution of training/workshops, as needed
New Builds/Consolidations/Relocations
  • Ensuring exceptional program and process support (support and process training, coaching, etc.) for newly built, consolidated, relocated, retrofitted, and existing branches
  • Leveraging your organization to support DDs, RDs, OMLs, RSLs, & MDs in support planning, branch score card reviews, branch visits, branch action plans, performance analysis, etc.
  • Support and attend, as necessary, New Build activities with the Branch Planning Teams (e.g., Vision Days, and Opening Day events)
  • Establishing, and appropriately cascading, best practices as they pertain to retrofitted branches. This may include leading calls with BMs and MDs in preparation of Go-Live

Partnering closely with Regional Directors down through Branch Managers to help New Build, Consolidating and Relocating branches in executing key strategies while continuing to deliver exceptional customer obsession

  • Impeccable leadership, communication, and interpersonal skills
  • Ability to successfully build effective partnerships and relationships at all levels of a complex, highly-matrixed organization
  • Ability to gain buy-in of key stakeholders, and influence others without express authority.
  • Thorough knowledge of the branch support and service process
  • Strong understanding of the OSAT metrics, incentive plans, and core performance drivers throughout the Consumer Bank
  • Strong workshop/training facilitation skills
  • Track record of developing talent, and maintaining engaged and high-functioning teams.
  • Ability to understand evolving and complex topics and simplify them for internal audiences
  • Ability to quickly identify and find solutions to enhance the overall branch experience
  • Exceptional presentation skills, and an ability to analyze data and craft a concise narrative
  • Willing and able to travel extensively, and work remotely as necessary
  • Prior field experience in the financial services sector - preferably as a Market Director, or equivalent
  • Bachelor's Degree required; advanced degree preferred
  • Role is based in New York City.
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