VP, Sales & Service Manager

• Facilitate, train, and deliver disciplined sales and service practices and processes which include product knowledge, sales and service techniques, relationship profiling, tools, and resources.
• Conduct routine branch visits in person (Southern California Regions) to observe, coach, and reinforce sales and service practices. For other regions outside of Southern California, conduct virtual team meetings.
• Support our branch team members with effective best practices, activities, resources to deepen client relationships through cross sell. Prepare and report monthly cross-sell results.
• Promote, train, and reinforce best-in-class client experience through GUEST standards. Manage and administer the retail client experience survey program and make recommendations to retail leadership. Prepare and report monthly client experience results. Responsible for achieving bank wide client experience targets.
• Participate in collaboration with District Administrators/Regional Managers during monthly and quarterly job family meetings to reinforce/train effective sales activities, business engagement High Impact Sales model, GUEST service standards and provide sales and service program updates.
• Educate and promote to all retail branch team members our Retail Bank Sales Incentive Compensation plan. Facilitate sales incentive committee meetings and contribute to plan updates. Provide quarterly reporting and conduct incentive payment reviews. Responsible for supporting and improving the percentage of relationship bankers earning sales incentives on a regular basis.
• As support, work closely with District Administrators/Regional Managers and Branch Managers to improve sales effectiveness for Relationship Bankers and Customer Service & Sales Managers/Assistant Customer Service & Sales Managers through Relationship Banker rotations, training, client onboarding and call activities.
• Act as subject matter expert with Sales Management processes, procedures, and reporting.
• Interact in an effective and professional manner with all levels of bank personnel and partner with business specialists/departments (Business Banking, Wealth Management, Treasury Management, Product, Marketing) to ensure team members and clients have appropriate access to subject matter experts and for ongoing product training.
• Participate and make contributions to strategic business initiatives and projects as assigned by Branch Administration.
• Ensure compliance with all internal operating policies, procedures, regulatory, and audit standards.

• College degree with business classes preferred but not required.

• Minimum five years of retail banking experience or equivalent financial services sales experience with proven success in establishing new clients, revenue generation, and the ability to deliver results. Knowledge of all traditional bank products, deposits, business lending, SBA loans, consumer mortgage products and general knowledge of wealth management products.

• Possess strong sales/service skills and leadership to effectively impact and improve results. Self-motivated, assertive, performs well in a competitive sales environment. Ability to establish creditability, rapport, and effectively influence others. Excellent presentation, communication and facilitation skills. Ability to plan, organize, and prioritize tasks. Required to travel a minimum of 25% of the time. Must be knowledgeable of and adhere to bank regulations, policies, and compliance.

Cathay Bank