Director of Branch Administration

The Director of Branch Administration is responsible for leading and optimizing the organization's branch network and call center to deliver exceptional customer experiences, drive business growth, and ensure operational excellence. This role will support the strategic direction for retail relationships, sales and services, fostering a culture of customer-first engagement, and implementation of consistent processes across all branches and the call center. This role requires a collaborative innovator who aligns strategic priorities with practical execution, achieving organizational goals for growth, efficiency, and customer success through strong planning and influence.

Support and execute the Bank's organizational goals for growth, profitability, and market share. Identify new business opportunities, partnerships, and community engagement initiatives to expand the branch network's reach and impact. Monitor market trends and competitor activities to inform strategic decisions and maintain a competitive edge. Establish and implement sales and service standards across all branches to ensure a consistent, high-quality customer experience. Drive performance through coaching, training, and development programs for both branch leadership and their teams. Support, monitor, and deliver KPIs for sales, service, and operational efficiency to senior management while ensuring accountability and continuous improvement within the entire branch network and call center. Oversee all aspects of branch operations, ensuring compliance with regulatory requirements and internal policies. Streamline processes and introduce best practices to enhance productivity, reduce costs, and improve service delivery. Implement technology and tools that support efficiency and customer engagement across the network. Drive CRM adoption and optimization to improve customer interactions, outreach, and relationship-building activities. Lead, mentor, coach, and inspire branch managers and staff to achieve organizational objectives and deliver exceptional customer service. Foster a culture of collaboration, innovation, and accountability within the branch network and call center. REQUIRED:

10+ years of progressive leadership experience in retail banking or financial services Strong track record in business development and branch operations Proven ability to execute strategic plans that drive growth and improve customer experience Exceptional leadership, communication, and interpersonal skills Strong analytical and problem-solving abilities; proficiency in leveraging data for decision-making Ability to lead through communication, transparency, and partnership, ensuring alignment between branch operations and organizational strategy Familiarity with retail banking technology platforms, CRM systems, and digital tools that enhance efficiency and customer experience Commitment to relationship banking and local community involvement Nationwide Mortgage Licensing System (NMLS) registration Must have reliable transportation between NSB locations

PREFERRED:

College degree in Business, Finance, or Organizational Leadership Proven ability to lead multi-branch networks with consistent service and operational excellence Proven success in leading large teams and driving cultural alignment across multiple locations Demonstrated ability to develop and execute growth strategies, including market expansion and community engagement Expertise in leveraging CRM systems for customer engagement, segmentation, and outreach Ability to interpret financial and performance data to inform strategic optimization Experience using analytics to drive sales, service, and operational improvements Strategic thinking and business development acumen