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Wachovia/Wells Fargo - Operations Manager Resume Example

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OPERATIONS MANAGER
Summary
I am a Banking Professional with over 18 years of experience in management and payment systems seeking a positon in banking or any related fields. I have extensive knowledge in Treasury services and payment systems both at the national and global levels. I am team oriented; conscientious; highly motivated and committed professional with a "can do "attitude. I always strive or perfection and excel in problem solving. In addition, I possess strong leadership qualities. Adapt well to change.
Highlights
  • Reliable
  • Excellent communication skills
  • Energetic
  • People-oriented
  • Detail-oriented
Accomplishments
  • Benchmarked with internal business partners and external business entities to identify best practices that resulted in highly productive, efficient and productive teams.
  • Used six sigma resources for implementation of continuous process improvement.
  • Encouraged and assisted team members in their professional development.
  • Over 50% of team members on the ACH (Automated Clearing House) Schedule Control Group attained the AAP (Accredited ACH Professional) certification.
  • Active participation in five bank mergers/acquisitions, divestitures and internal consolidations.
  • Worked on project team with responsibility to develop process which converted ACH transactions to wires.
  • 6.
  • Achieved significant reduction in time it took for Technical Specialists to respond to and resolve customers' issues.
Experience
Operations Manager
October 2009 to February 2013 Wachovia/Wells Fargo － Charlotte, North Carolina
  • Developed robust partnership with internal business units to optimize corporate customer relationship.
  • 8.
  • Over 96% of all calls were resolved on the first interaction between team member and customer.
  • 9 Leverage business partners relations.
  • 10 Manage collaboratively to department budget and balance spending with business needs.
  • Effectively managed ACH Customer Support team whose primary responsibility included resolving corporate and retail customers' issues pertaining to payment transactions.
  • Responsible for counselling, hiring, termination and preparing Performance Evaluations.
  • Monitored Technical Specialist calls to identify telephone etiquette, knowledge gaps and overall performance.
  • Developed formal and informal training for team which included knowledge gaps identified and new developments and changes pertaining to the ACH payment system.
  • Assisted in preparation of annual operating budget for planning and control and control purposes.
  • Worked with Treasury Services to respond to RFI's and RFP's Participation in Quarterly Business Planning Sessions and ACH Services Leadership meetings.
  • Active role in consolidation of Wachovia's and Wells Fargo's ACH Customer Support Team.
  • Includes strategic planning on the resulting department needs to look like.
  • Assisted in managing the Schedule Control group whose primary responsibility included collection and distribution of ACH corporate files.
  • Advised corporate customers on file formats and NACHA's rules and regulations governing the payment system.
  • Resolved issues with high degree of difficulty.
ACH Customer Support Manager
March 2002 to October 2009 Wachovia Bank N.A － Charlotte, North Carolina
  • Managed ACH Customer Support Group Coordinated monthly meeting for team members keeping them apprised on any new development and attending to any concerns that they may have.
  • Identified any developmental and professional enhancement courses for team members.
  • Ensured that Team members completed all mandatory compliance and risk courses.
  • Monitored individual and overall team member monthly statistical reports which included call volume, response and resolution time.
  • Identify any variances if targets are not met.
  • Coordinated processes when ACH files were converted to wires.
  • Developed strategies' to enhance the customer experience.
  • Hire, terminate and prepared Performance Evaluations for Team members.
  • Worked with corporate customers to repair ACH files and resolve related issues.
Database and EDI Manager
September 1994 to March 2002 First Union National Bank － Charlotte, North Carolina
  • Managed team whose primary responsibility included processing ACH and EDI files; setting up corporate customer's profiles on the Pep+ (Paperless Entry Processing) Database.
  • Active role in planning and executing consolidation of ACH File Processing groups during the acquisition of First Fidelity, Corestate, Legacy Wachovia and Signet banks by First Union.
  • Monitored qualitative and quantitative performance of team members.
  • Oversee the setup of customers' profiles on PEP+ and EDI databases.
  • Ensured that the adequacy of internal controls, backup systems and disaster recovery plans were maintained and operational.
  • Produced monthly Service delivery and quality control reports.
  • Hire, terminate and completed Performance Evacuations.
Schedule Controller
July 1992 to September 1994 First Union National Bank － Charlotte, North Carolina
  • Validate receipt of ACH files from corporate originators and the ACH Operator (Federal Reserve).
  • Verify File totals to ensure they match those provided by the Originator.
  • Schedule processing system; inputting ACH jobs the mainframe system.
  • Used technical knowledge to navigate several reporting system including OSCI, WSF2, Optical, PC NDM, DDA (EMERALD), Common Entry (posting system), WSF2 and Optical.
  • Release output files after verification to internal systems applications such as Emerald, general ledger and time deposit and externally to the Federal Reserve.
  • Identify and resolve file and data transmission issues.
  • Escalate corporate customers' issues to Treasury Management.
  • Participated in Disaster recovery planning and execution.
Education
2014 Continuing School of Education Courses included Microsoft word, Excel, Power Point, Window7.
B.A : Computer Science Economics University of North Carolina － Charlotte Computer Science Economics
Information Technology Central Piedmont Community College Information Technology
Skills
backup, balance, budget, Business Planning, counselling, Customer Support, databases, Database, delivery, Disaster recovery planning, disaster recovery, EDI, general ledger, hiring, Leadership, mainframe, managing, meetings, Excel, Power Point, Window7, Microsoft word, processes, quality control, reporting, retail, RFI, RFP, strategic planning, telephone etiquette, transmission, Treasury
Professional Affiliations

Certified Treasury Professional (CTP) Association of Financial Professional Accredited ACH Professional AAP) 1999 - 2014 National Automated Clearing House Association Primary Leadership Development Certificate United States Army (Reserve)

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Resume Overview

Companies Worked For:

School Attended

  • Continuing School of Education
  • University of North Carolina
  • Central Piedmont Community College

Job Titles Held:

  • Operations Manager
  • ACH Customer Support Manager
  • Database and EDI Manager
  • Schedule Controller

Degrees

  • 2014
    B.A : Computer Science Economics
    Information Technology

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