Sean Albertson

In today’s fast-changing financial landscape from digital disruption to shifting customer expectations, branch leaders face more pressure than ever. It’s not just about hitting goals. It’s about leading people through uncertainty, staying grounded, and showing up with clarity and confidence when others feel off balance. You’ll be introduced to the LEAD from Your CORE frameworks, a practical, people-centered approach designed to help branch and regional leaders lead through change, inspire accountability, and strengthen team culture from the inside out.

Key Takeaways:

• Discover the 8 essential traits of resilient, high-impact leaders in banking
• Learn how to stay focused and lead with clarity amid constant industry change
• Build a team culture rooted in ownership, adaptability, and trust
• Understand how empathy drives stronger customer and employee connections

How can banks use their physical branches to reinforce brand identity and purpose? This panel will explore how financial institutions are redesigning their branch spaces to align with evolving goals while creating a seamless brand experience across all formats. Panelists will share strategies for leveraging digital signage, design elements, and messaging to engage customers, as well as examples of innovative branch concepts—from tech-integrated spaces that mirror digital branding to community-focused layouts and hubs. Gain practical insights into crafting a branch experience that reflects your bank’s mission and resonates with your local audience. We will talk about: 

• The dos and don’ts of integrating and placing new features and technology 
• Real world examples of design that tell stories and elevate brand messaging 
• Bringing your organization’s identity into spaces in meaningful ways that influence or inform the customer/member branch experience  

The branch banker is a fantastic ambassador of your branch, able to drive conversations with customers and also create efficiency by allowing them to cover multiple functions. Yet having all people cover all roles takes in-depth training and a long time to implement, meaning that it may not meet the needs of every branch or community.  In this engaging fireside chat, award-winning leader Monica Brooks, AVP of Branch Strategy at PenFed, shares how her team is redefining the branch staffing model—going beyond a one-size-fits-all approach to build a more flexible, channel-aware, and specific workforce. From high-traffic hubs to quieter community branches, Monica highlights strategies like leveraging alternative staffing to absorb call center volume in-branch, shifting roles based on member demand, and training for both advisory and transactional excellence—and more. Attendees will learn how to restructure branch teams to be more agile, cross-functional, and advisory-driven– while deciding which functions should be differentiated to meet the needs of their members. This session will provide practical takeaways on:  

• Evaluating your customer needs and branch processes to develop a banking model that works for your organization  
• Developing multi-skilled employees who can seamlessly handle everything from teller functions to complex member consultations  
• Empowering staff through targeted training and leadership development  
• Building a branch network that is agile, efficient, and deeply member-centric 

Exceptional customer experience starts with alignment, not just in strategy, but in people. When your Customer, Career, Community, and Core are in sync, trust and empathy flow naturally to your customers. Learn about the 4 C’s of Experience and shows how personal and team alignment drives success. You’ll learn to spot hidden obstacles with the FIND framework and BREAK through them to lead with clarity, build loyalty, and deliver standout experiences.

Key Takeaways:

• Align the 4 C’s (Customer, Career, Community, and Core) to elevate experience

• Use the FIND framework to uncover hidden friction and fatigue

• Apply the BREAK method to remove obstacles and boost team momentum

• Lead with clarity and empathy to drive loyalty and trust

Change is inevitable, but how you lead through it can define your success—the essential change management skills every banking leader needs. Elevate your leadership impact and through approaches that take into account how people think, work, and navigate the unknown. We’ll explore the intersection of change, human psychology and behavior and leadership. Learn how to strengthen your communication and emotional intelligence, navigate complex challenges, and create a culture of collaboration and accountability within your institution. With practical insights from top leaders in the banking sector, this session will provide you with the tools to: 

• Elevate your leadership style to make an impact in the face of uncertainty 
• Build a high-performing team that can thrive in today’s rapidly changing financial landscape 
• Champion change while acknowledging employee fears and honoring past work and contributions