Retail Banking Manager

Texas Capital is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big firms at a scale that works for our clients, with highly experienced bankers who truly invest in people’s success — today and tomorrow.
While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment — investing the time and resources to understand our clients’ immediate needs, identify market opportunities and meet long-term objectives. At Texas Capital, we do more than build business success. We build long-lasting relationships.
Texas Capital provides a variety of benefits to colleagues, including health insurance coverage, wellness program, fertility and family building aids, life and disability insurance, retirement savings plans with a generous 401K match, paid leave programs, paid holidays, and paid time off (PTO).
Headquartered in Dallas with offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, Texas Capital was recently named Best Regional Bank in 2024 by Bankrate and was named to The Dallas Morning News’ Dallas-Fort Worth metroplex Top Workplaces 2023 and GoBankingRate’s 2023 list of Best Regional Banks. For more information about joining our team, please visit us at www.texascapitalbank.com.
Responsibilities:
Lead, coach, and develop a team of Retail Banking Advisor; set clear performance expectations and provide ongoing feedback
Conduct regular one-on-ones and performance reviews; identify training needs and coordinate professional development
Recruit, onboard, and train new Officers; ensure product knowledge and system proficiency
Monitor team's execution of outbound calling activity; ensure Officers meet or exceed call volume and onboarding targets
Oversee the Financial Solutions Office operations, ensure consistent, professional, and compliant standards
Ensure Officers' digital onboarding support, account setup, and funding activities are accurate and meet regulatory requirements
Serve as point of escalation for complex client issues, service concerns, and dormant/charge-off outreach
Review client feedback trends; direct process improvements and coach Officers on service delivery
Partner with Officers to de-escalate concerns and implement creative solutions that strengthen client relationships
Build and maintain strong partnerships with Retail Banking Senior Leadership and in-market Financial Centers to ensure seamless client transitions and service coordination
Partner with various stakeholders across product, technology, onboarding, online banking, marketing and others to provide consistent improvement to the Retail Banking Digital Onboarding channel
Track, analyze, and report team performance metrics (call volume, onboarding completion, deposit growth, accuracy) using Power BI and Salesforce
Coach Officers on Needs Based Conversations to drive cross-engagement and adoption of additional products and services
Lead or support change management initiatives and complex multi-phase projects across the Financial Solutions Office network
Identify and proactively resolve operational and compliance risks across the team; foster a high-performance, client-centric culture
Qualifications:
7+ years in client service and client-facing industries, including 5+ years in a supervisory, team lead, or management capacity
Retail banking experience required; prior experience leading a client service or operations team strongly preferred
Bachelor’s degree in business (Finance, Accounting, Real Estate, etc.) or other relevant degree preferred
Strong knowledge of bank security protocols, financial center operations, client service, and technology applied consistently across a team of Retail Banking Advisors
Proven leadership skills; ability to build influence, drive change management, and align Officers around strategic priorities
Excellent ability to multi-task and manage competing priorities across multiple Officers and locations while maintaining attention to detail and accuracy
Strong independent judgment; comfortable de-escalating client and team concerns and implementing creative solutions
Strong observation and decision-making skills, including performance evaluation, coaching, and talent development
Strong technical proficiency in MS Office, Power BI, Salesforce, and financial/data reporting to monitor and report team performance
Exceptional written, interpersonal, and communication skills; able to represent the team to senior stakeholders and cross-functional partners
Demonstrated project management expertise; ability to lead complex, multi-phase initiatives with competing priorities
Strong risk management and compliance acumen; ability to identify and proactively resolve operational risks across the team
Ability to work effectively in a fast-paced, highly collaborative, multi-location environment
Flexible and adaptable to changing business priorities
Business acumen and knowledge of banking regulations.
Strategic thinking with the ability to influence senior leadership.
Strong analytical problem-solving and attention to detail.
Experience with process development and change management.
Strong networking and cross-functional collaboration abilities.
Autonomous execution; adaptable to shifting priorities in a fast-paced, results-driven environment
The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.Texas Capital is an Equal Opportunity Employer.