Manager II

Job Type

Full Time Opportunity

General Description

This position is responsible for defining, governing, and sustaining an enterprise-wide sales strategy across all Retail and Business Solutions Group. This role ensures consistent sales execution that supports customer primacy growth, product revenues, and strategic alignment across all customer-facing teams.

Leads the development of the sales framework, standards, metrics, and enablement tools used across branches and the call center, ensuring accountability, consistency, and effective execution at scale.

Essential Duties and Responsibilities

• Define, evolve, and govern the Core Channels Sales Strategy across all retail distribution channels, including 161 branches in Puerto Rico and the U.S. Virgin Islands, as well as the Call Center.

• Establish a unified sales framework, priorities, and operating model aligned with the Bank’s strategic, financial, and customer primacy objectives.
• Orchestrate execution of sales strategies across Core Channels by identifying execution gaps, driving corrective actions, and ensuring a consistent sales approach across products and services (deposits, personal loans, credit cards, commercial services, and referrals to investments, insurance, mortgage, and auto).
• Lead planning and performance management for growth targets by translating enterprise objectives into channel priorities and monitoring results to trigger corrective actions.

• Design and govern the sales enablement strategy, including training, tools, scripts, coaching routines, and talking points, to drive consistent execution at scale.
• Embed sales and compliance practices into processes, tools, and frontline execution, in coordination with Risk & Controls, Compliance, Legal, Risk, and other control functions.
• Manage and enhance referral platforms and commercial coordination mechanisms to strengthen collaboration across products and channels.
• Define key performance indicators (KPIs) and analyze performance and market trends to identify insights, recommendations, and continuous improvement opportunities for the sales model.
• Design recognition frameworks that reinforce desired behaviors, execution discipline, and customer-primacy focus.

Education

Bachelor’s degree in Business Administration, Operations, or a related business field.

Experience

• Minimum of 6 years in sales strategy, sales operations, or channel performance roles supporting large, distributed frontline teams (multi-site branches and/or contact center).
• Proven ownership of sales goals, including target setting, performance tracking, and corrective action execution across multiple teams or locations.
• Hands-on experience designing and governing a sales operating model, including routines, KPIs/scorecards, pipeline/lead standards, accountability cadences, and execution governance.
• Proven strong ability to influence and collaborate with leaders without direct authority (branch leadership, call center leadership, product owners, marketing, risk/compliance).

Other Qualifications

• Ability to define the sales framework (plays, segmentation, standards) and run governance routines that drive consistent execution across 161 branches and the call center.

• Knowledge of how to align branches, call center, and digital lead flows; clarify channel roles; and prevent channel conflict while improving customer experience and conversion.
• Understanding of frontline rhythms, staffing constraints, and coaching models; familiarity with call center mechanics (queues, outbound campaigns, QA) and how they connect to sales outcomes.
• Expertise in setting targets, building scorecards, monitoring plans, running performance reviews, and triggering corrective actions; strong command of productivity, conversion, and mix metrics.
• Ability to design/optimize incentive levers and recognition programs that reinforce desired behaviors (customer primacy, quality, referrals) and execution discipline.
• Competence in building training and coaching systems, scripts/talking points, playbooks, and adoption measurements across geographically distributed teams.
• Strong understanding of needs-based selling, relationship deepening, retention levers, and how to balance growth with customer outcomes.
• Ability to translate data into insights and decisions (root-cause analysis, opportunity sizing, trend analysis) and communicate clear recommendations.

• Exceptional interpersonal skills with ability to negotiate, motivate, influence, and build consensus.
• Excellent organizational skills for setting priorities, working with multiple tasks simultaneously, and meeting deadlines.
• Ability to present information in a concise and effective manner.
• Excellent interpersonal and teamwork skills.
• Ability to work under pressure, maintaining the quality of the work.
• Willingness to travel as required and work flexible hours when necessary.
• Computer skills, including typing and knowledge of Office 365 (Word, Excel, Power Point, etc.).
• Strong Oral Communication: (Spanish and English): Speaks clearly and persuasively, in positive or negative situations. Demonstrates polished presentation skills.                                                  
• Strong Written Communication: (Spanish and English): Writes clearly and informatively. Edits work for spelling and grammar; presents numerical data effectively.

Region Locations

San Juan- Señorial Center

Work Schedule

Hybrid Work Schedule

Flexibility to work non-business hours, Saturdays, Sundays, and holidays when needed.

Available to travel in and out of Puerto Rico (inlcuding VI)

Values