Description
PROFILE Experienced professional with 29 years in the banking/financial industry with the last 16 years spent as an Operations Manager. * Staff Supervision and Development - Outstanding team leader with proven capabilities in leading departments through change while maximizing performance. * Internal Controls and Procedures - Developed procedures/operational control/process improvements that reduced cost and increased efficiency. * Budgeting - Strong operational budgeting and planning skills. * Assist with Vendor Managing - Track operational trends, provide weekly/monthly feedback regarding vendor's performance/SLA, partnered with Treasury Payment Solutions (TPS) to identify and correct chronic performance issues. * Coaching/Mentoring - Ability to build great relationships. Motivates employees, facilitates employee development and earns their trust. Excellent follow-through skills. 2016 BMO's Pulse results under EEI, 96% and 2017 EEI results, 100% PROFESSIONAL EXPERIENCED BMO Harris Bank, Naperville, Illinois 1988 - Present Operations/Unit Manager I, Corporate Servicing (A. V. P.) (2012 - Present) As leader of customer service department, have taken key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues. * Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees communicating job expectations planning, monitoring, appraising, and reviewing job contributions planning and reviewing compensation actions enforcing policies and procedures. * Improves customer service quality results by studying, evaluating, and re-designing processes establishing and communicating service metrics monitoring and analyzing results implementing changes. * Oversees the achievement and maintenance of agreed customer service levels and standards * Co-ordinate and manage customer service projects and initiatives * Leadership, coaching and mentoring - Ability to motivate and train others Operations/Unit Manager, Image Exchange Item Processing (A.V. P, ) (2003 - 2012) Provide day-to-day management of employees' performance, customer Service Level Agreements and operational effectiveness. Accountable for ensuring customer satisfaction while managing risk control and regulatory compliance. Key accomplishment included: * Participated in the Image Exchange Project Team assisting with UAT Testing to convert from a check paper environment to check image exchange environment (electronic files). * Keyed contributor to developing written procedures for over 20 processes. * Reduced staff by 9 FTE through implementation of process improvements and automation. Section Manager, Wholesale Lockbox (A. V. P.) (2002 - 2003) Was accountable for four processing areas with four unit managers reporting to me. Key accomplishment included: * Developed an excellent team relationship with staff under adverse conditions of staff turn-over, new management and new processes as evidenced by results of Employee Opinion survey (EEI improved by 19%). * Selected to assist with the implementation and writing of job standards and job descriptions by grade level * Worked with the Quality Assurance Team to establish controls to reduce customer's errors. Errors decreased by 17%. * Consistently exceeded SLA standards with results of 98%+ on all processing teams. Manager I, Service Delivery Division, Bank Adjustment & Returns Unit (A.V. P.) (2001 - 2003) Managed two units with a reporting staff of 22 employees primarily responsible for the delivery of servicing and fulfillment to the Bank's retail and corporate account clients. Managed departmental initiatives arising out of Bank acquisitions, conversions and outsourcing. Key accomplishment included: * Integrated change management planning and leveraging communication vehicles i.e. dashboard, management interpretation and training initiatives. * Created Standard Operating Procedures (SOP) for multiple internal clients in alignment with service quality metrics and deliverables. ANA I ACOSTA Manager II, Due From Bank Reconcilement, (Operations Officer) (1997 - 2001) Responsible for managing a department with an annual transaction volume of 1,600,000 items and $2.5 billion. Key accomplishments included: * Was part of the implementation team to convert the Due From Accounting system from a mainframe environment to a LAN based application, Intellimatch. * Managed expenses effectively and consistently came in below plan: 13% below in 1999 and 8.5% in 1998. * Participated on the initial Managing Diverse Workforce Team. Developed and rolled out key programs for Operations Control Division such as Job Rotation, Floater Program, Recognition Program, and Comp-time Program. Due From Bank Reconcilement (1988 - 1997) Held a variety of clerical positions with promotions to Work-Coordinator and then to Unit Manager.
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