Retail Services Manager

At BSB, our success is built by our talented workforce that values integrity, dependability, service, and mutual respect. We pride ourselves on treating our clients, associates, and communities with care. Join a team where your contributions matter and your career can thrive.

The Retail Services Manager will oversee the execution of the retail banking experience across all branches to ensure consistent, high-quality customer experience executed within approved policy and procedure which aligns with the Bank’s strategic goals. This includes retail operations oversight, product/service promotion, and customer satisfaction. This manager does not have direct reports in the branches. They are a side-by-side resource to the Market Presidents for the training, education, and support of branch retail staff.

Key Responsibilities 

• Conduct regular branch visits to observe, coach, and reinforce performance expectations
• Serve as a cross-functional liaison between frontline teams and departments (IT, Deposit Ops, Marketing, Compliance)
• Lead efforts to standardize systems, forms, and customer handling protocols across branches
• Develop and maintain SOPs for teller and CSR procedures aligned with regulatory standards
• Ensure adherence to banking regulations (Reg CC, Reg E, BSA/AML) and internal controls
• Collaborate with Compliance and Risk teams to prepare branches for audits and regulatory exams
• Champion service excellence through execution of customer experience standards (greeting, onboarding, issue resolution)
• Act as escalation point for complex customer service issues, modeling empathy and professionalism
• Coach staff and leaders on tone, service behaviors, and customer-centric communication
• Partner with Marketing to launch and operationalize product/service campaigns across branches
• Translate strategic goals into actionable frontline initiatives with measurable outcomes
• Provide coaching materials, referral tracking tools, and performance dashboards
• Design and deliver training programs focused on needs-based conversations and product referrals
• Equip Market Presidents and branch leaders with coaching frameworks and leadership scripts
• Foster a culture of continuous improvement and engagement through ongoing support and recognition

Organizational Management

• Proven ability to design, implement, and sustain standardized procedures across multiple locations, ensuring consistency, efficiency, and regulatory compliance.
• Served as a strategic liaison between frontline teams and departments including IT, Compliance, Marketing, and Deposit Operations to align goals and streamline execution.
• Deep understanding of banking regulations and audit preparation, with a strong track record of improving compliance outcomes and mitigating operational risk.

Strategic Coaching & Development

• Successfully coached branch leaders and staff on service behaviors, tone, and professionalism to foster a customer-centric culture and elevate brand experience.
• Skilled in translating marketing and product initiatives into actionable frontline strategies, driving engagement, adoption, and measurable business results.
• Designed and delivered training programs that promote needs-based conversations, product referrals, and team accountability, resulting in stronger performance and morale.

Impact Indicators

• Elevated customer satisfaction and reduced service complaints
• Improved audit results and regulatory compliance
• Increased staff engagement in campaigns and referral activity
• Built strong partnerships with Market Presidents and branch teams
• Achieved consistent execution of service and operational standards across branches

Interested applicants, please send resumes to:
careers@bsbks.com
or 2130 S. Ohio St., Salina, KS 67401