business operations manager resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • :
Conscientious leader with over 17 years of experience in the financial services industry. Knowledgeable and efficient in process implementation and improvement, risk identification, issue resolution, policy and procedure development and documentation, and third party management. Strong customer advocate with proven expertise in the management, resolution, and remediation of customer issues.
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Business Operations Manager, 01/2012 to Present
Cisco Systems, Inc., ,
  • Leader of PNCIS' Business Process team.
  • Led the establishment of governance structure for optional insurance and protection products across the organization.
  • Develops and drives implementation of PNCIS' policies and procedures.
  • Revises policies/procedures in accordance with changes to OCC and insurance regulation.
  • Manages the risk control self-assessment process - identifies risks and owns self/customer-identified, compliance, audit, and operational risk issues for PNCIS.
  • Manages Heightened Standards Action Plan for Insurance - include providing updates to steering group, participant and contributor to prime process preparation, RCSA changes.
  • Identifies significant issues and works with internal and external partners to develop and implement resolutions.
  • Identifies and communicates process improvements to the appropriate internal and/or external operations partner.
  • Resolves escalated customer and internal partner issues including customer remediation.
  • Optional insurance subject matter expert for conversion of consumer lending products to a new system.
Product Manager, 01/1998 to 01/2011
Engie, ,
  • Identified legacy optional insurance programs offered through various marketing channels at PNC and legacy entities.
  • Developed and implemented an oversight program for third party providers of optional insurance products based on most current OCC regulation; program accepted by the OCC with no supervisory objection.
  • Served as subject matter expert on a cross-functional team to realign the Enterprise's Third Party Management program to meet newer regulatory standards.
  • Developed and implemented PNC Insurance Services' customer escalation process and convened an escalation team to resolve complex customer issues; facilitated integration of Insurance Services into the enterprise complaints process; provided reporting on optional insurance related complaints to senior management; identified issue trends and assisted in customer remediation when necessary.
  • Monitored performance of third party providers against service level expectations and other obligations as specified in the providers' contract.
  • Conducted onsite quality assurance audits of specified third party providers as well as regular monthly or quarterly meetings to discuss performance, customer complaint trending, and other issues identified by either party.
  • Led or assisted in terminations of legacy optional insurance programs; partnered with third party providers to draft communication to customers and internal customer contact areas; monitored customer base following termination to ensure that the appropriate system changes occurred.
Executive Assistant/Business Controls Associate, to
Financial Protection Services, ,
  • Developed and implemented improved management routine and document storage solutions for FPS management team.
  • Managed the scheduling of all initiatives and process improvements presented to governance team.
  • Analyzed associate satisfaction survey results and executed proposed communications strategy to address areas of concern.
  • Reviewed marketing material to ensure print quality, formatting, field accuracy, and ensure brand standards were met by third party providers prior to print approval.
  • Performed user access testing of website links prior to launch or changes to products.
  • Performed quarterly security access audits and quarterly testing of the internal emergency notification system.
  • Community Development Banking and Government Lending Products.
Administrative Assistant II and III, to
, ,
  • Assisted in development of Small Business Administration (SBA) loan reporting system for Atlantic Region Small Business and Consumer Banking.
  • Aided in the implementation of a new reporting system in the Central and Southeast regions.
  • Bi-monthly reporting of SBA loan sales to executives in Small Business and Consumer Banking.
  • Maintained pipeline reporting for the Atlantic Region.
  • Assisted hiring managers in completion of administrative staff by reviewing and selecting resumes and scheduling interviews.
PNC Leadership Advantage Program: , Expected in February 2015 to University of Phoenix - ,
Bachelor of Science: Business Management, Expected in 2014 to - ,
GPA: GPA: 3.8
Business Management GPA: 3.8
Web Tax (2009) Income Tax Preparation Diploma: , Expected in 2002 to Queens University of Charlotte - ,
Bachelor of Art: Psychology, Expected in 2002 to - ,
GPA: GPA: 3.75 Dean's List
Psychology GPA: 3.75 Dean's List
Diploma: , Expected in 1993 to Providence High School - ,
administrative, Banking, Business Administration, Bi, Business Process, conversion, senior management, functional, Government, hiring, Insurance, Leadership, marketing, marketing material, meetings, access, works, Enterprise, policies, prime, quality, quality assurance, reporting, sales, scheduling, strategy, supervisory, Tax, Tax Preparation, website

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Resume Overview

School Attended

  • University of Phoenix
  • Queens University of Charlotte
  • Providence High School

Job Titles Held:

  • Business Operations Manager
  • Product Manager
  • Executive Assistant/Business Controls Associate
  • Administrative Assistant II and III


  • PNC Leadership Advantage Program
  • Bachelor of Science
  • Web Tax (2009) Income Tax Preparation Diploma
  • Bachelor of Art
  • Diploma

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