As part of our centennial coverage, the Senior Leader Showcase series highlights executives who’ve been instrumental in helping North Shore Bank celebrate 100 years of success.

Sue Doyle, SVP – Head of Retail Banking at North Shore has been with the bank since 2007 and has worked in banking for more than 30 years. 

Sue talked to Shorelines about her nearly 17 years with North Shore Bank.

What led you into this industry? Are the same things that interested you then still interesting to you now?

A terrific manager and mentor. I graduated from college with an education degree specializing in math and science, and while searching for a position I took a job as a teller. I liked finances and interacting with people so I thought it would be a good fit. In a short time I was promoted to lead teller and from there I became a branch manager and was promoted to other leadership positions, all involving the branch network.  

People have always interested me – helping people/employees learn and grow in their position, developing relationships with customers and helping them meet their financial goals, and working with colleagues to achieve organizational objectives.  

 

What would you say is your motivation or guiding principle? Has it changed over the years?

I recognize the value in maintaining a positive attitude and embodying a commitment to achieve results. It is important for me to have a vision and set goals; to be ambitious. I put myself in the driver’s seat and make things happen. I believe you can accomplish what you mentally set out to accomplish. Along the way, I pivot when needed but never lose sight of the end goal. 

I’ve learned to focus on the things that matter and don’t let the small things derail me. When working with others, it is important to me to listen and involve them in providing solutions.  

My energy and inspiration comes from the people I work with. I enjoy creating a fun work environment that helps people enjoy their day. I believe in creating opportunities for people to learn and grow, as people have provided for me. One of my greatest pleasures is seeing others succeed. 

 

What has kept you at North Shore Bank?

The people and culture are what keep me at North Shore Bank. I clearly recall my first days of employment here and recognizing the difference in the culture. There are several factors that set North Shore apart from others: the genuine nature of the people within the organization, the care and concern for individuals, the teamwork and willingness to work together to achieve results, people’s pride in the bank and the work they do, and an earnest commitment to customers and community. None of these things should be taken for granted. That doesn’t happen everywhere. 

The cultural strengths of our organization have not wavered since I started, and in fact, I feel they have grown stronger. I am proud to be part of North Shore Bank. What we do creates value and trusted relationships with employees, customers, and communities. I am happy to tell others about the “gem” of North Shore Bank and eagerly invite them to be a part of it as a customer or employee. 

 

I also value the relationships I have at North Shore. I trust the leadership and am grateful to those who have facilitated my development. My role has enabled me to do the things I love – achieve results through people and innovative processes. I owe a lot to the people on my team. I work with very talented individuals whose acumen and unwavering dedication make the retail banking team a success.

What have you learned over your time here?

How to be a successful community bank. Prior to my role at North Shore Bank, I was on the production side of retail banking with a regional financial institution. My exposure to core processing systems, credit, and non-deposit product development was minimal. I am grateful for the many individuals who have aided in expanding my knowledge of all aspects of banking.    

 

I learn new things every day. Learning is a never-ending journey. I primarily learn by listening, watching, and asking questions of people I admire, as well as reading and being willing to engage in challenging assignments. I have also learned the hard way through mistakes. I am grateful for those who provided guidance in these situations.  

Some of the projects I’m the most proud of include: 

• Establishing Branch Image Capture – It was the first major project I led. The project entailed developing a process to scan checks and transmit images electronically. While it is a common practice today, it was not in 2007. Courier services used to pick up checks at the end of the day and deliver to processing centers. I learned a lot during this project and developed key relationships with people in different areas of the bank. Thanks to the support of our IT area, and the many late nights a few of us spent ensuring the files were submitted correctly, we put together a successful product.  
• Initiating and Growing Video Teller Service – We installed the first video teller at our former Kenosha South grocery store location in December 2013. Once the bank decided to open a branch in a new Festival Foods, we went from decision-making to opening in four months. With the support of NCR, Lori Rouse (Branch Administration), facilities, and IT, we met the store’s opening date deadline. The unit was the first of its kind in the state. Ten years later, we have video teller units at 75% of the branch locations, process transactions out of four locations with extended service hours seven days a week, and have the best video teller team in the market.      

 

What do you think the next 100 years will be like for North Shore Bank?

Predicting the next 100 years, much less 5 or 10 years, with certainty is a challenge. But I believe it is essential we adhere to our guiding principles as doing so has built an incredibly strong bank. Staying true to the high-touch culture has earned trusted relationships with employees, customers, and communities. Equally important is our continued focus on staying adaptable to technological advancements and evolving customer needs. No matter where the future takes us, I am confident we will be a top performing workplace, and we will be ready to service the financial needs of the people in the communities we serve.