Dir, Sales & Service Effectiveness Job Listing at Valley Bank in Morristown, NJ (Job ID 26-741)

Description

Responsibilities include but are not limited to:

• Capability Building Strategy
  
  • Lead enterprise capability strategy for Sales & Service, defining skills, behaviors, and performance expectations for banker effectiveness across all roles and channels.
  • Partner with L&D to set learning strategy, prioritize curriculum, and align training to frontline performance outcomes.
  • Oversee design and delivery of role-based learning paths for Retail, SMB, and Mortgage bankers across sales, service, product, and advisory skills.
  • Measure learning effectiveness and skill transfer; use data to continuously refine programs and delivery.
  • Embed continuous learning into the flow of work to drive ongoing development beyond formal training.
• Sales Effectiveness
  
  • Define and govern a scalable, customer-aligned enterprise sales process, including supporting scripts, playbooks, and conversation guides.
  • Establish sales rhythms and clear DILO/WILO/MILO expectations to drive accountability, consistency, and effective coaching.
  • Enable seamless collaboration across bankers, specialists, and partners, embedding sales frameworks into onboarding, development, and performance management.
• Service Effectiveness
  
  • Own the enterprise service effectiveness framework, including workflows, escalation paths, decision rights, and supporting playbooks across Retail, SMB, and Mortgage.
  • Define and optimize end-to-end customer journeys and branch experience standards to reduce friction and deliver consistent, differentiated service.
  • Establish and govern service metrics and SLAs, using performance data (e.g., resolution, satisfaction) to drive continuous improvement.
  • Partner with Operations, Compliance, and Technology to ensure service experiences are practical, compliant, and enabled for frontline execution.
• Field Partnership & Voice of the Frontline
  
  • Act as a key liaison between Channel Leaders, Field Enablement, and enterprise strategy teams--ensuring that sales and service effectiveness programs are grounded in real frontline experience and operational realities.
  • Establish structured feedback mechanisms--including field advisory panels, observation sessions, and performance data reviews--to continuously identify gaps in skills, process, and content.
  • Represent frontline effectiveness needs in enterprise planning, product, and strategy forums, ensuring that new initiatives are assessed for their impact on banker workflows and customer experience.
• Governance & Continuous Improvement
  
  • Own the governance model for sales and service effectiveness content--ensuring playbooks, scripts, journey maps, and process documentation are accurate, version-controlled, and regularly reviewed.
  • Establish a continuous improvement cadence using performance data, field feedback, and industry benchmarks to identify and prioritize the next highest-value enhancements to effectiveness frameworks.
  • Partner with the Director of Advisory & Enablement Tools to ensure sales and service effectiveness content is reflected in and supported by frontline technology and tooling.