Retail Market Head (South & NW Suburbs/MI/IN)

Wintrust provides community and commercial banking, specialty finance and wealth management services through its 16 bank charters and nine non-bank businesses. Wintrust delivers the sophisticated solutions of a large bank while staying true to the relationship-focused, personalized service of our community banking roots. We serve clients in all 50 states with more than 200 branch banking locations in Illinois, southwestern Florida, northwestern Indiana, west Michigan and southern Wisconsin and commercial banking offices in Chicago, Denver, Milwaukee, Grand Rapids, Mich., and in key branch banking locations throughout Illinois. Our people are the heart of our business and we are proud to rank consistently as a top place to work. Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and listed on the NASDAQ Global Select Market under the symbol “WTFC.”

What You'll Do:

Responsible for retail management oversight of multiple charters in South & NW Suburbs/MI/IN​ to improve our overall retail line of business performance.  Guides, directs, and coaches Charter Retail Heads and their respective teams to deliver best-in-class sales & service capabilities to help drive superior financial results.  Works on WTFC improvement initiatives with both functional departments and other lines of business partners to maximize growth and profitability.

Responsibilities:

Sales and Service

• Responsible for growing/improving all components of retail sales performance as measured by the Retail Scorecard and other supporting reports

• Specific focus on core customer household growth, loan growth, and balanced deposit growth while maintaining deposit costs aligned with business expectations

• Establish charter/branch specific goals

• Work with Charter Retail Heads and Regional/Branch Managers to develop branch plans & sales strategies to achieve growth objectives

• Monitor sales results, provide coaching to ensure targets are achieved

• Facilitate partnerships with all lines of business

• Promote and foster exceptional service at every level of the team to ensure best in class customer service is being provided

• Maintain service quality as measured by customer satisfaction surveys and net promoter score

• Promote Wintrust and/or local brand as appropriate by establishing and enhancing the banks presence in the local community while also promoting consistent involvement at the charter level

CX/EX

• Work in collaboration with dedicated CX/EX leader to maintain our strong culture of customer experience and develop a more consistent employee experience

Talent Management/People Management

• Exercise human resource responsibility for personnel supervised including hiring, termination and employee issues

• Establish performance goals, make compensation recommendations and continually coach and assess team members for capability

• Promote professional growth of employees through planned development activities and experiences for succession development

• Create an environment where employees are engaged and aligned to deliver on charter and enterprise goals

• Perform on-going assessment of retail talent to ensure employees have received training and support to meet expectations

• Manage workforce optimization levels to efficiently staff branches based on volume and increased productivity

• Determine optimal mix of roles, skill sets, and experience needed to effectively deliver sales & service and to enable career progression

WTFC Cross-Functional Department Initiatives

• Work with Wintrust functional departments on retail improvements

• Work with other Wintrust lines of business on enhancing referrals

Operational Excellence

• Ensure team members comply with all bank and regulatory policies and procedures to maintain security and mitigate preventable losses

• Respond to audit requests and executive management reporting requirements

• Collaborate and work as an effective partner across business lines and throughout enterprise

• Resolve escalated matters while operating within assigned authority levels

• Manage and prevent exceptions related to new accounts and maintenance

• Consistently monitor sales activity to ensure compliance with Wintrust’s Responsible Sales Practices Policy and all other related policies and procedures

Qualifications:

• 10+ years of Retail Bank