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First Citizens Bank - Branch Operations Manager Resume Example

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BRANCH OPERATIONS MANAGER
Career Focus
Manager with extensive finance, administration, and risk experience in diverse industries including retail and financial services. Proven ability to improve operational performance, impact business growth and profits through finance management, cost reduction, internal controls, and efficiency improvements. Strong qualifications in general management, planning, and systems technology design and implementation and staff development. SUMMARY OF QUALIFICATIONS AND SKILLS Over 12 years of management experience Proven record of innovative and effective staff development Developed new quality standards for better quality performance and reliability
Summary of Skills

Word, Excel, Power Point, Outlook, Mainframe, Lotus Notes, ACAPS, Edge, MAXPlatform, CEJ, StaffPro, SharePoint, ALS, BOSS, Onbase
Professional Experience
Branch Operations Manager First Citizens Bank － Charlotte, NC
  • Led direct support on all aspects of branch operations for the 31 branches making up the greater Metro area including: Mecklenburg, Stanley, Union, and Cabarrus counties.
  • Partnered with and advised Financial Sales Manager on resolution of internal control review exceptions and compliance matters.
  • Provided guidance and regular communication for all branch staff regarding bank operational procedures and policies; regulatory and risk mitigation issues; and service standards.
  • Maintained strong coaching relationship with all Operation Service Supervisors to foster open dialogue on operational issues, and to further ensure operational soundness of the branches.
  • Escalated breakdowns outside of policy to Executive Leadership and directly partnered/influenced changes to policy and procedures to further reduce loss risk for the Bank.
  • Conducted annual audits of each assigned branch, while noting policy and procedural exceptions through observation of transaction processing, along with analysis of branch account opening/loan documentation.
  • Regularly monitored branch operation reports.
  • Managed execution of designated bank operations initiatives to improve cross sale opportunities for greater Metro area.
  • Ensured full implementation of initiatives with branches through onsite and report inspection as appropriate, and partnership with branch leadership.
  • Managed escalated questions and concerns from customers for the Metro area, serving as the designee for the Area Executive.
  • Guided area to achieve highest level score from internal audit review for 2013, locating only one exception in the area.
  • Reduced controllable loss through the utilization and engagement of branch associates with controllable loss comparison, while maintaining a focus on customer service.
Manager Banker Sales Support, VP, 01/2011 to Current First Citizens Bank － Charlotte, NC
  • Manage a team of 17 associates who provide direct loan support, customer service, and sales support to Business and Commercial bankers with a combined loan out standings of $1.5+Billion.
  • Directly manage the Regions credit risk by monitoring the loan portfolio performance for Middle Market/Commercial/Business and Retail lines of business to ensure that annual reviews and maturing loans are handled in a timely manner.
  • Mitigate credit risk by directing action necessary to ensure compliance with goals/standards for loan documentation; loan servicing, and loan file completeness.
  • Manage a reporting system to monitor the Regions past due loans, construction loan risk, and lead efforts to minimize overall portfolio risk.
  • Manage team to successful completion of all required compliance training and ensure adherence to all bank policies and procedures.
  • Partner with Regional Business Executive on regional training initiatives and regional projects.
  • Create reports, develop and lead systematic action plans for ongoing improvement of the Regions credit quality and compliance.
  • Work with internal risk partners and serve as point of contact during FDIC file reviews.
  • Successfully implemented a SharePoint site to manage Area roll up performance for quality, compliance, and sales for the overall Region.
  • Partnered with Area Leaders and Support team to manage monthly matured loan carries from in excess of $1MM to less than $100M year of year.
Branch Manager II, AVP, 10/2009 to 01/2011 Regions Bank － Charlotte, NC
  • Contacted key consumer and business customers on regular basis to ensure satisfaction, probe unmet needs, and obtain client acquisition referrals.
  • Resolved escalated customer issues and built customer loyalty.
  • Participated in community organizations such as Ayrsley Chamber to promote Regions Financial Corporation and expand network contacts.
  • Identified and developed relationships with potential new consumer and business customers using all available branch resources.
  • Partnered with lines of business in performing outside business calls and meetings to maximize cross-sell opportunities.
  • Actively participated in sales meetings with the Consumer Sales Manager and other Branch Managers on a quarterly basis.
  • Ensured all compliance, audit, and security procedures where adhered.
  • Oversaw planning and execution of sales and service goal achievement for branch associates.
  • Frequently reviewed branch budget to ensure annual cost savings were achieved.
  • Promoted and modeled desired customer service and sales behaviors.
  • Observed teller and platform associates and provide constructive feedback.
  • Conducted daily sales and service huddles to provide direction, motivate associates, review desired behaviors, and celebrate branch successes.
  • Hosted lunch and learn sessions that included line of business partners and branch associates to increase product awareness.
  • Managed multiple branches for a period of six months successfully as shown through branch profitability growth, and Key Driver Scores.
  • Organized networking events to develop Centers of Influence, and to strengthen branch based small business efforts.
Education
Bachelor of Science: General Biology & Sustainable Ecology Business, May 2006 Appalachian State University － Boone, NC General Biology & Sustainable Ecology Business
Master of Business Administration: Finance, June 2013 Keller Graduate School of Management － Charlotte, NC Finance
Skills
budget, coaching, credit, credit risk, client, customer service, directing, direction, Edge, Financial, focus, inspection, internal audit, Leadership, loan documentation, Lotus Notes, Mainframe, Market, meetings, Excel, Outlook, Power Point, SharePoint, Word, network, networking, policies, quality, reporting, Retail, sales, Sales Manager, sales support, transaction processing
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Resume Overview

Companies Worked For:

School Attended

  • Appalachian State University
  • Keller Graduate School of Management

Job Titles Held:

  • Branch Operations Manager
  • Manager Banker Sales Support, VP
  • Branch Manager II, AVP

Degrees

  • Bachelor of Science : General Biology & Sustainable Ecology Business , May 2006
    Master of Business Administration : Finance , June 2013

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