Retail Banking Training & Development Manager

Job DetailsJob Location: Corporate 180 - Arlington, MA 02474Position Type: Full TimeSalary Range: $80,000.00 - $100,000.00 SalaryLeader Bank is looking for exceptionally dedicated team members to join one of the country’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $5 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $3 billion.

Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.

 

Summary

The Manager of Training & Development is responsible for designing, delivering, and continuously improving training programs across Retail Banking to strengthen service quality, team member capability, and client experience. Reporting to the AVP of Retail Banking, this role serves as a key driver of Leader Bank’s service culture, ensuring consistent execution of the WOW Call / I.C.A.R.E. client service framework across all retail locations.  This position is not based in a single location and requires regular travel across retail banking sites based on business needs.

 

Responsibilities
 
Client Service Culture & Standards


Define and embed Leader Bank's client service standards across all branches — in-person and phone
Develop and maintain a Client Service Playbook that codifies expectations, scripts, and best practices
Create branch-level service culture initiatives that connect front-line bankers to the 'why' behind client experience
Champion a recognition culture that celebrates WOW moments and reinforces desired behaviors
Benchmark Leader Bank's service standards against best-in-class community banks and regional competitors
Own, evolve, and scale the WOW Call training program across all retail branches and the EB Call Center
Facilitate live and recorded I.C.A.R.E. training sessions for new hires, existing bankers, and branch managers
Maintain and update all training materials, scorecards, audit tools, and recognition program assets
Partner with Branch Managers to monitor call quality scores and drive continuous improvement
Analyze audit results monthly and identify branch-level coaching opportunities


 
Compliance and Regulatory Training


Partner with Compliance to ensure all required regulatory training (BSA/AML, FDIC, privacy, fair lending) is delivered on schedule and documented
Maintain training completion records and certifications for all retail staff
Translate complex compliance content into engaging, understandable training that sticks
Support audit readiness by ensuring training documentation is current and accessible


Onboarding and New Hire Training


Design and facilitate a structured onboarding program for all new Retail Banking hires
Ensure every new banker understands Leader Bank's culture, values, service standards, and I.C.A.R.E. framework before client-facing deployment
Create role-specific onboarding tracks for Tellers, Personal Bankers, and Branch Managers
Establish 30/60/90-day competency checkpoints for all new retail staff


 

Measurement & Reporting


Track and report training completion rates, call quality scores, and client service KPIs to AVP and Head of Retail monthly
Use data from the WOW Call Scorecard and branch audits to identify trends and adjust training priorities
Evaluate training effectiveness through pre/post assessments, mystery shop results, and manager feedback
Present quarterly training impact reports with actionable insights


 

Skills & Qualifications
 • Proven excellence in employee onboarding, training, and engagement strategies
 • In-depth knowledge of banking systems, operations, and project management principles
 • Highly skilled in process optimization and cross-departmental collaboration.
 • Strong communicator with demonstrated leadership in team development and strategic initiatives

 





First 90 Days


I.C.A.R.E. training delivered to 100% of retail staff
WOW Call audit cadence running in all branches
New hire onboarding program documented and launched
Compliance training calendar built and on track
Relationships established with all Branch Managers



6–12 Months


Average WOW Call scores trending upward branch-wide
Client Service Playbook complete a