Head of Consumer Branch Banking

Position Description

The Head of Consumer Branch Banking executive will own performance across deposits, lending, distribution, and customer experience, driving sustainable growth, deepening primary relationships, and optimizing the operating model. The role is focused on accelerating customer acquisition and growing core deposits and assets, requiring a leader with strong expertise across retail delivery, branch operations, and business development.

Position Accountabilities

Business & P&L Leadership

• Own the branch banking P&L, including deposits, consumer lending, and fee-based revenue
• Establish clear performance metrics and accountability, embedding a high-performance culture across the organization
• Drive revenue growth, margin expansion, and risk-adjusted returns through increased productivity and sales and service model implementation

Strategy, Growth & Transformation

• Define and execute a forward-looking consumer banking strategy aligned to customer needs and market dynamics
• Lead enterprise-level transformation, including operating model redesign, and customer journey modernization
• Identify and execute growth opportunities, including new markets and partnerships

Customer & Product Leadership

• Champion a customer-obsessed culture, embedding end-to-end journey ownership across product, channel, and service delivery
• Ensure that branch tools create the best possible experience for teammates and customers
• Translate customer insights into intuitive, adoption-driving products and experiences
• Drive relationship deepening and lifetime value, balancing high-touch service with seamless digital engagement

Sales & Growth Leadership

• Build and lead a high-performance sales culture, with clear accountability, metrics, and disciplined execution
• Drive connectivity across consumer, small business, and commercial segments to maximize relationship value
• Partner across the enterprise to deliver a cohesive, customer-centric franchise strategy

Distribution & Operating Model Optimization

• Lead transformation of the branch and distribution model, including footprint strategy, workforce optimization, and productivity improvement
• Advance a seamless omnichannel experience, aligning digital, call center, and in-branch capabilities
• Leverage technology, automation, and data to streamline workflows, improve scalability, and enhance sales and service effectiveness
• Drive measurable improvements in efficiency, customer experience, and operating performance

Leadership & Talent

• Serve as a visible enterprise leader, influencing strategy and aligning stakeholders across the executive team
• Build and develop a high-performing leadership bench, fostering accountability, engagement, and continuous improvement
• Lead a large, geographically dispersed organization with strong culture and performance discipline

Risk, Compliance & Governance

• Management and underwriting discipline
• Partner with risk, legal, and compliance to maintain a strong control environment

Organizational Relationship

This position reports to the Consumer & Business Banking Group Executive

Position Qualifications

• 15+ years of progressive leadership experience in consumer banking or financial services
• Proven track record of owning and delivering a large-scale P&L
• Demonstrated success leading transformation and growth initiatives
• Experience operating across multiple business segments (consumer, small business, or commercial)
• Deep understanding of consumer banking economics, products, and regulatory environment
• Experience leading large, geographically dispersed teams
• Strong executive presence with ability to influence at the Board and C-suite level

Knowledge & Skills

• Consumer banking economics and relationship profitability
• Market dynamics and competitive landscape
• Omnichannel distribution and branch optimization strategies
• Consumer risk and regulatory frameworks
• Customer-first journey transformation
• Data-driven product and experience innovation
• Cross-functional leadership across technology, operations, and business lines
• Strategic leadership with disciplined execution
• Results-oriented with strong accountability
• Analytical and data-driven
• Balanced judgment across growth, ris