Retail Direct Sales Team Manager II

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GENERAL FUNCTION: Position is responsible for the implementation of effective sales strategy through assigned distribution channel, resulting in goal attainment. Provides leadership throughout Retail Direct Salesthroughimplementationandmeasurementofprograms and initiatives driving sales and profitability. Provides assistance to supervisors in the development of scorecards, the quality monitoring process, and implementation of strategic initiatives.Managesthestrategicobjectivesandsales/production outcomes.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined.  Accountable for always doing the right thing for customers and colleagues, and ensures thatactions and behaviors drive a positive customer experience.  While operating within the Bank#s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:
* Drives achievement of sales production and revenue commitments (monthly, quarterly, annually) in support of Retail Line of Business meeting or exceeding net income plan.
* Coordinates and supervises day-to-day workflow in the Retail Direct Sales Department.
* Maintains daily, weekly and monthly reporting of team activity.
* Monitors daily activity to ensure that sales, production standards and service levels are achieved.
* Promotes a consultative, solutions based sales environment through defined coaching disciplines.
* Creates and implements plans, including identification of process improvement opportunities, to increase performance of the team.
* Identifies potential risks, creates solutions, and communicates to the rest of the leadership team.
* Leads and participates in Department and Line of Business projects/initiatives; delegates assignments to other staff members, as necessary; and monitors issues within projects while assisting in resolving project conflicts.
* Identifies individual and group training gaps and develops the best approach for improvement.
* Oversees and assists in resolving potential issues to ensure a best in class customer experience.
* Prioritizes work and delegates tasks to ensure proper coverage of key department functions.
* Demonstrates expert knowledge in appropriate products and services.
* Develops and executes team effectiveness plans to improve employee engagement.
* Conducts and provides feedback on telephone quality monitoring through side-by-side observations of each Advisor.
* Partners with quality analysts to review and discuss quality monitoring calls to identify team gaps and builds action plans to bridge those gaps.
* Monitors attendance of subordinates and ensures accuracy of hours worked prior to submitting payroll information.
* Seeks, accepts and acts on feedback from manager, business partners and peers for professional growth.
* Manages alternative shifts (i.e. nights and weekends), as necessary.
* Performs any other duties as assigned.

SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid and constructive performance feedback; developing all employees to their fullest potential and provide challenging opportunities thatenhanceemployeecareergrowth;developingthe appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
* Bachelor's degree or equivalent experience required.
* 3-5 years management experience in a sales environment.
* Financial services experience in specified or comparable area.
* Excellent verbal and written communication skills.
* Experience with Microsoft Office products, such as Access, Word, Excel, PowerPoint and Outlook.
* Demonstrated leadership skills, initiative, detail orientation, strong analytical skills, and appropriate decision-making skills.
* Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.
* Ability to multi-task and be flexible.
* Excellent organization and presentation skills.
* This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS).

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.