Job Description

FirstBank is seeking an experienced Retail Banking leader to improve how work is completed across our branches, contact center, and operations teams. This position will simplify processes, strengthen the management of procedures and job aids, expand frontline self-service, and lead the responsible use of Microsoft Copilot and other approved technology. The role will help associates find accurate answers, complete routine work with fewer support calls and emails, improve client service, and maintain sound risk management and internal controls.

Essential Duties and Responsibilities

Process Improvement

• Partner with branch, contact center, and operations teams to identify and address delays, repeat work, errors, unnecessary approvals, and client frustration.
• Review procedures, associate feedback, service results, risk, controls, cost, and turnaround time to identify root causes and recommend practical changes.
• Prepare recommendations, implementation plans, training and communication needs, expected benefits, and leadership updates.

Copilot and AI Enablement

• Lead practical Microsoft Copilot use cases for finding approved guidance, drafting and summarizing information, reviewing data, capturing action items, and supporting routine work.
• Build associate confidence through role-based examples, prompt guidance, demonstrations, training, and peer support.
• Measure Copilot value through time saved, improved quality, faster service, associate adoption, client impact, and control results; ensure Copilot supports—not replaces—associate judgment.

Frontline Self-Service and Support

• Lead a self-service approach in which frontline associates use approved procedures, job aids, guided workflows, Microsoft Copilot, and other FirstBank tools for routine questions and requests.
• Reduce avoidable calls and emails through clear, easy-to-find guidance and automated assistance, while maintaining escalation for urgent, sensitive, higher-risk, or judgment-based matters.
• Track self-service use, repeat questions, aging requests, handoffs, and escalations, and use recurring needs to improve procedures, training, systems, and processes.

Documentation and Governance

• Oversee Retail Banking policies, standards, procedures, job aids, checklists, workflows, FAQs, and forms.
• Identify duplicate, conflicting, outdated, difficult-to-find, or unnecessary guidance and coordinate approved updates, consolidation, archiving, or retirement.
• Ensure content has clear ownership, approvals, review dates, version control, searchability, and alignment with applicable controls, including effective use through Copilot and FirstBank search tools.

Change Leadership, Risk, and Controls

• Lead cross-functional process, technology, and AI initiatives through implementation, training, associate adoption, and confirmation of results.
• Work with frontline associates, process owners, subject-matter experts, and risk partners to make clear business decisions and provide leadership updates.
• Ensure changes follow applicable laws, regulations, FirstBank requirements, privacy and security expectations, approved technology standards, and internal controls, including required approvals, records, separation of duties, and escalation.

Qualifications

Required

• Seven or more years of progressive experience in Retail Banking operations, branch or contact center operations, process improvement, risk management, or a related financial-services area.
• Three or more years leading people, programs, or significant cross-functional initiatives.
• Proven success improving regulated processes, managing operational guidance, and leading change through implementation and adoption.
• Working knowledge of Retail Banking risk, regulatory compliance, internal controls, audit support, and issue resolution.
• Strong analytical, communication, facilitation, and leadership skills; bachelor’s degree preferred or equivalent education and experience.

Preferred

• Experience with Microsoft Copilot, generative AI, workflow automation, Power Platform, knowledge-management tools, reporting tools, or related digital capabilities.
• Experience introducing self-service tools, improving operational support, managing procedures and job aids, or leading system and process implementations.
• Experience leading analysts, support professionals, process managers, or documentation specialists.