AVP Banking Center Manager II
BANK OF AMERICA (BoA)
Total years of experience :18 years, 7 Months
Bank of America is the World’s largest financial institution with operations in over 40 countries, serving over 53 Million consumers. It is a global leader in wealth management, corporate and investment banking and risk management products across a broad range of asset classes, serving corporations, governments, institutions and individuals around the world.
Designation Chronology:
• Mar 2013 - Present: AVP Banking Center Manager II
• Aug 2010 - Feb 2013: Officer, Banking Center Manager
• Apr 2008 - Sept 2010: Banking Center Assistant Manager
• May 2006 - Mar 2008: Senior Personal Banker, Small Business Specialist
• Sep 2005 - Aug 2006: Professional Teller
Key Responsibilities - AVP Banking Center Manager II:
• Effectively managed a team of more than 45 associates in view of cultivating an engaged, enthusiastic and well-coached team thereby creating workforce steadiness.
• Constructing employee capability for multiple branches, in view of organizational policies, procedures and operational reliability by all banking center staff.
• Performing sales and marketing management activities within the designated region (Boston West & Cambridge) in the absence of the marketing executive to ensure all operational/sales targets are adequately met.
• Participating in the recruitment process, whereby interviewing, orienting and training new staff, as well as hosting multiple meetings and arranging numerous conference calls in view of identifying and retaining talent.
• Associating internally and externally with centers of authority, referral sources and well as the community leaders to improve bank brand awareness.
Highlights - Banking Center Manager:
• Successfully restructured 6 retail branches in view of launching new BoA process, in view of organizational efficiency.
• Effectively spearheaded full -service branch operations including management of 9 cross-functional managers including operations, lending, product sales, customer service, risk management, and security.
• Imparted strategic direction to 11 retail branch employees in view of exceeding targets and improving performance matrix for professional treatment, product sales, audit scores and operational efficiency.
• Honored twice with BoA quarterly Award of Excellence in view of outstanding contribution towards breakthrough performance plans and top market ranking.
• Attained the no.1 rank in Customer Professional Treatment (CPT) for the Boston/Cambridge market in Q4, 2011.
• Spearheaded the entire Boston/Cambridge market in Q4, 2011; rigorously improved CPT by 138%/59 points at 120%.
• Instrumental in driving Consumer and Business Checking Account sales from 85% to a record-breaking 190%; opened 567 Consumer Checking Accounts in Q3, 2011.
• Influential in empowering and catapulting team to the no.1 rank amidst a network of 250+ branches.
• Achieved 100% improvement in failing Risk Management audit scores, thereby eliminating all possible dangers.
• Accomplished an average of 150% of total sales value goals.
• Successfully managed fall Student Rush Onsite events, boosting sales by 110%.
• Instrumental in eliminating over time hours for staff through operational streamlining and resourceful employee scheduling thereby enhancing employee efficiency.
• Accredited employees with training certifications after imparting rigorous instruction on relationship building strategies, computer systems and sales techniques,
Key Responsibilities - Officer Banking Center Manager:
• Conceiving and implementing business development strategies for the branch through innovative thinking, corporate strategic planning and optimal management of resources in view of achieving organizational objectives.
• Catering to a wide range of products and services based on client specifications varying from basic banking needs to complex investment services and tailor made wealth management packages.
• Evaluating viability of proposed business ventures in view of organization's current commitments, proposed lock-in period, ROIs, long-term solvency and possible market variances.
• Managing operating budgets and regularly monitoring performance to budget parameters. Spearheading marketing initiatives, promotions and coordinating with marketing initiatives to optimize sales volumes.
• Projecting actual departmental sales forecasts against targets; formulated initiatives and instituted remedial action plans to counter shortfalls.
• Liaising extensively with existing and prospective clients to stay attuned to altering market trends and service issues. Evaluating service infrastructure, sales support requirements and ensuring status as brand leader.
• Customizing packages in view of client requirements, associated business risks and long term prospects. Formulating pricing and payment strategies, devising payment terms and schemes whilst establishment strong partnerships.
• Leading and managing a team to achieve sales targets. Resolving team issues, providing necessary training and coaching and employing motivational recognition techniques to enhance team member productivity.
• Reviewing, restructuring and innovating processes, procedures and execution methodologies to ensure all trainees attain international standards of compatibility.
• Implementing and maintaining a process of continuous improvement in the overall quality level of the Company and to continually improve the level of customer satisfaction by determining actual customer satisfaction levels against targets set on monthly basis.
• Monitoring and managing banking relationships, including credit lines, bank reconciliation statements, cash flow, short and long term debts, internal controls authorizing client credit limits, local purchases, fixed asset purchases, and petty cash expenses.
• Effectively introducing and implementing risk management policies and procedures, analyzing existing standards, and recommending improvements to minimize risk and maximize profits.
• Planning, developing, and coordinating the execution of program policy, procedures, and operations; monitoring compliance with company policies, accounting systems, procedures, regulations, and appropriate laws.
Highlights - Banking Center Assistant Manager:
• Effectively co-managed one of the largest branches in the nation with over 32 associates.
• Trained and mentored the entire sales team of 16 individuals resulting in the branch attaining the highest sales figures in the market; exceeded all sales goals and service targets.
• Mentored 2 Small Business Specialists in operations and sales to become Top Business Sellers in the market, exceeding sales and risk compliance goals.
• Influential in leading the branch to achieve the highest sales goal in the market.
• Instrumental in leading a 97% improvement from previously failed Audit score.
• Exceeded Customer Delight to 121% despite the branch’s challenging location.
Key Responsibilities - Banking Center Assistant Manager:
• Maneuvered development/ implementation of innovative sales plans, policies and programs in liaison with higher management, with a view to ensure adequate penetration, market share, growth and performance in line with BoA’s strategic direction.
• Developed and fostered relationship with key company partners and associates to effectively coordinate marketing activities and events, whereby generating new business and maximizing revenue from existing accounts.
• Collated and analyzed market/competitor information from sales teams to formulate sales strategies, service targets and long term roll out plans to optimize performance parameters and business outputs.
• Established core customer relationships and adhered to superior standards of service, quality, maintenance and infrastructure to ensure conformity to requisite grading standards.
• Responded to customer queries, resolved customer complaints and recommended service improvements in view of establishing client loyalty and increasing revenue inflow.
• Prepared and structured credit proposals, including appropriate pricing, in line with the business. Re-negotiated pricing, credit limits and terms and conditions with emphasis on contractual obligations, thereby ascertaining receipt of payments and recovery of bad debts.
• Networked extensively throughout the marketplace to assess client solvency, proactively assessing financial needs to provide feedback pertaining to policy and requisite amendments.
• Researched existing products to analyze results, and recommended improvements to minimize risk and maximize profit. Conducted feasibility studies and evaluated risks associated with future developmental plans.
• Managed the general administration of staff including recruitment, selection, performance evaluation, discipline, promotion, reward and punishment, training and mentoring, in view of elevating team morale and productivity.
• Provided analytical support and recommendations to the management in selected Quality Internal Audits to demonstrate core values and support the Bank's vision in driving excellence.
Highlights - Senior Personal Banker/Small Business Specialist:
• Recognized as a “Small Business Champion” by the management for consistently exceeding organizational sales and customer service goals.
• Attained 6 BoA quarterly Excellence Awards for being ranked as the Best seller for the Boston Market/New England Division.
• Exceeded performance goals by 200% for all eight quarters, in view of organizational objectives.
Key Responsibilities - Senior Personal Banker/ Small Business Specialist:
• Demonstrated strong leadership and direction for sales activities in financial products/services (Credit Cards, CD's, IRA's, Loans) for small business customers to achieve short/long term sales and retention targets, financial and strategic objectives, revenue and profit growth.
• Implemented sales plans and tailored facilities to accomplish/exceed weekly sales and Customer Delight goals/targets, ensuring adherence to superior client service standards.
• Customized packages in view of client requirements, associated business risks and long term prospects. Formulated pricing and payment strategies and devised payment terms and schemes.
• Networked extensively throughout marketplace, established excellent relationships with existing and potential clients and devised effective marketing strategies to cross sell products optimizing company revenue.
• Analyzed credit proposals, verified relevant documents prior to sanction/disbursement of loans, in alignment with organizational credit policies. Evaluated client creditworthiness and effected measures to ascertain receipt of payments and recovery of bad debts.
• Assisted customers in filling account opening forms, responsible for accepting and processing customer deposits, encashment, withdrawals, loan payments and other bills payments, verified signatures on the forms based on supporting documents and printed/ provided account statement to customers.
• Designed logistics and streamlined operations, ensuring compliance with company policies, accounting systems, procedures, regulations, and appropriate laws, in view of Organization’s core values.
Highlight - Professional Teller:
• Honored twice with the Bank of America Quarterly Award of Excellence for balancing accuracy and sales referral performance excellence.
• Assumed the role of bank Ambassador
Key Responsibilities - Professional Teller:
• Conducted market and competitor analysis to identify consumer needs and implement appropriate mechanisms to promote financial products and services.
• Processed financial transactions efficiently and accurately by accepting account deposits and withdrawals and verifying cash and endorsements of checks, in view of Bank’s policies and procedures.
• Maintained and reconciled all records associated with transactions, in compliance with fraud prevention and security policies, to ensure optimal recovery and miniminal bad debts.
• Liaised extensively with existing and prospective clients, devising effective marketing strategies to refer/cross sell financial products and services in view of optimizing company revenue.
• Projected a highly professional and customer friendly image to customers, thus forging long term business relationships as a key impetus to expansion and growth.
• Ensured clear communication pertaining to service terms and conditions, assured confidentiality, and followed up on any complaints to prevent escalations and legal implications.
Other Professional Experience:
• 2003-2005: Floor Assistant Manager / Sales Associate—Macy's Store, Boston, MA
• 1996-2000: Teacher of Computer Science—Vocational Training Institute, Algeria
• 1993-1996: Trainer of Seniors Technicians—Training Center for Electronics Techniques, Algeria
• 1993-1995: Laboratory Engineer—Electronic Industry Enterprise, Algeria
• 1993-1995: Teacher of Mathematics and Electronics—University of Sidi Bel-Abbes, Algeria
• 1992-1993: Teacher of Mathematics—El-Ibrahimi High School, Algeria
Achieved Distinction
Achieved Distinction