Market Service Leader

Overview

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. 

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance.  401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.  We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

The Community Banking Market Service Leader (MSL) leads market-level operations and risk execution across multiple banking centers, ensuring consistent control, compliance, and client service performance. The MSL owns operational oversight, policy adherence, and exception management, with accountability for monitoring, coaching, and follow-up to drive disciplined execution at scale.

The MSL partners closely with Banking Center Managers, Assistant Banking Center Managers, and Community Banking Operations partners to identify risk, reinforce standards, and improve operational effectiveness. The role also leads the interpretation and application of client experience insights across the market, ensuring consistent actions are taken to improve client outcomes.

The MSL maintains a strong field presence across the market, proactively identifying trends, addressing control risks, and coaching teams to improve performance.

Salary Range

The salary range for this position is $21.50/Hr. - $37.50/Hr.. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

Key Accountabilities

Market Operations Oversight & Risk Management

• Lead operational oversight across multiple banking centers, driving consistent execution of policies, procedures, and regulatory requirements to reduce variability and risk.
• Own exception management, including monitoring, escalation, and resolution of operational exceptions and control breakdowns.
• Complete pre-opening account reviews and reinforce adherence to account opening standards.
• Own monitoring, completion, and resolution of daily, weekly, and monthly operational reports, ensuring timely follow-up and issue resolution.
• Partner with Banking Center Managers to reinforce accountability for operational discipline and risk mitigation.
• Establish clear expectations for report monitoring discipline and ensure timely escalation of unresolved issues.

Controls, Audit & Compliance Execution

• Execute and support quarterly surprise cash audits and expanded audit activities across the market.
• Oversee cash custodian outage tracking and ensure timely resolution and documentation.
• Monitor fraud loss trends and emerging risk processes, taking action to mitigate exposure and reinforce controls.
• Ensure consistent execution of audit readiness activities and partner with CBOP on findings, root cause themes, and remediation.

Change Leadership & Market Partnership

• Provide targeted coaching to banking center leaders and team members, particularly related to individual-level cash over/short performance, policy adherence, and exception resolution.
• Analyze market-level trends (including operational performance, risk indicators, and available client analytics to identify gaps and improvement opportunities.
• Establish and drive a market-level strategy for understanding, prioritizing, and taking action on client insights, ensuring consistent follow-through across banking centers.
• Control and validation activities ensuring promotional rates and terms on money market and checking accounts are applied accurately, consistently, and in compliance with policy.
• Partner with BCMs and ABCMs to translate insights into clear actions that improve client experience, operational execution, and risk outcomes.
• Partner with CBOP and Risk to align on findings, root causes, and required actions, ensuring consistent execution across the market.
• Support change management efforts by identifying impacts, reinforcing expectations, and ensuring consistent adoption of new processes and standards.
• Serve as a key liaison between the market and operations/risk partners to drive alignment and sustained performance improvement.

Key Competencies for Position

Technical Knowledge: Demonstrates strong operational knowledge of banking center processes, systems, and controls; continuously builds expertise to stay current and effective.

Communication/Collaboration: Communicates clearly and adapts approach to the audience; builds strong relationships to drive alignment and results.

Execution Leadership: Identifies root causes, takes action, and reinforces accountability to resolve issues and improve performance.

Qualifications and Education Requirements

• Associate degree in business related field or equivalent combination of education and relevant work experience.
• 3+ years of progressive experience in retail banking, including operational and risk exposure.
• Demonstrated knowledge of banking center operations, policies, procedures, and regulatory requirements.
• Experience with audit processes, operational risk management, or exception resolution preferred.
• Ability to analyze reports, identify trends, and drive issues to resolution.
• Strong problem-solving and communication skills, with the ability to influence and reinforce accountability.
• Ability to manage multiple priorities across locations and travel within the market.

• Proficient in Microsoft Office and business reporting tools

• NMLS registered or eligible to register with the National Mortgage Licensing System and Registry.

Key Measures of Success/Key Deliverables:

• Reduction in operational exceptions, audit findings, and fraud losses across the market
• Timely resolution and closure of exception items and control gaps
• Improved consistency in policy adherence and operational execution across banking centers
• Effective execution of quarterly audits and risk monitoring activities
• Demonstrated improvement in team capability through coaching and performance trends

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. 

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law. 

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank.  Join our team!