Retail Banking Team Lead

Position Summary:

The Retail Banking Team Lead is responsible for guiding and supporting branch staff in delivering excellent customer service, meeting sales and service goals, and maintaining operational standards. This role serves as a key resource for frontline team members, helping to ensure smooth daily operations, compliance with policies, and consistent team performance.

Key Responsibilities: 

• Team Leadership & Support:
  • Assist in leading daily branch operations, ensuring teller and banker activities run efficiently and in compliance with bank policies.
  • Provide coaching, mentoring, and support to retail banking staff to meet individual and team performance goals.
  • Help train new employees on retail banking procedures, systems, and customer service expectations.
• Customer Service & Sales Support:
  • Produce new business sales for all retail banking products
  • Assist customers with account openings, loan applications, and general banking inquiries.
  • Promote the bank’s products and services and support cross-selling efforts within the branch.
  • Serve as a point of escalation for complex customer issues and ensure timely resolution.
• Operational Oversight:
  • Ensure branch operations follow internal controls and regulatory compliance requirements.
  • Assist in balancing and managing cash operations, and teller drawers.
  • Monitor branch workflow and recommend improvements to enhance efficiency and service delivery.
• Collaboration & Communication:
  • Maintain clear, consistent communication with team members and branch leadership.
  • Support coordination with departments such as compliance, lending, and operations as needed.
  • Participate in regular team meetings and help implement bank-wide initiatives at the branch level.