Burke & Herbert Bank & Trust

CLASSIFICATION: Exempt

REPORTS TO: Chief Banking Officer

JOB DESCRIPTION

Summary/Objective

The Director of Retail Excellence is responsible for the end-to-end operational health, physical infrastructure, and human capital efficiency of the bank’s retail division. You will serve as the primary architect for how products and services are delivered to our clients, ensuring that every branch and ATM operates with precision, every employee is equipped to succeed, and every square foot of our physical footprint is optimized to deliver top quartile returns.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Strategic Operations & Governance Excellence

• Policies & Procedures: Own the lifecycle of retail banking manuals. Ensure all operational workflows are compliant with federal regulations while remaining frictionless for the customer.
• Executive Liaison: Act as the primary strategic partner to the COO, translating high-level vision into actionable operational roadmaps.
• Risk Management: Partner with Audit, Risk and Compliance to mitigate operational risk within the retail network.

Risk Governance (Three Lines of Defense):

Network & Facility Optimization

• Branch & ATM Strategy: Lead the physical delivery strategy. Use data analytics to determine site selection, branch closures, and the deployment of advanced ATM/ITM technologies.
• Facilities Management: Oversee the physical environment of the retail network, ensuring brand consistency and modern functionality across all locations.

Human Capital & Performance Engineering

• Staff Modeling: Develop and maintain staffing models to ensure optimal staffing levels based on transaction volume, seasonal peaks, and sales targets.
• Training & Development: Direct retail training to create robust onboarding and continuous education programs for branch personnel.
• Incentive Design: Collaborate with Finance and HR to design, implement, and track incentive structures that drive the right behaviors and reward high performance.

Process Excellence

• Fulfillment Efficiency: Identify bottlenecks in account opening, lending, and service workflows, utilizing Lean or Six Sigma methodologies to streamline delivery.
• Reporting & Analytics: Establish Key Performance Indicators (KPIs) for the retail line of business and provide monthly performance reports.
• Understanding of Client Experience: Work closely and communicate often with Chief Client Experience Officer to understand issues addressed raised by clients and develop proactive preventative solutions.

Other Duties

Skills/Abilities

Supervisory Responsibility

This position has supervisory responsibilities.

Work Environment

This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

Physical Demands

This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.

Travel

Limited local travel may be required for this position.

Education and Experience

Equal Employment Opportunity/M/F/disability/protected veteran status

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This employer is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.