Vince R.

Experience

• 

  Washington Mutual

  Jun 2003 - May 2009

  reviewed submission of paperwork for loans, new accounts, and internal reports • communicated with customers to solve problems, resolve concerns, and provide apleasant experience in the store • achieved top branch sales honors (at the regional level) throughout 2007 and 2008 • oversaw regulatory and company compliance for internal audits(new consumer andbusiness accounts, lending, fraud, transaction losses, cash/negotiable controls) • regularly utilized profit models to maximize store profit through trend analysis;experience with NIFTE and Profit-and-Loss models; created branch policies to increase netprofits • contributed to consistent year-over-year improvement of sales goals in three of fourtarget categories Show less

  • Assistant Financial Center Manager

    Oct 2008 - May 2009

  • Operations Supervisor

    Jun 2006 - Oct 2008

  • Teller/ Sr. Teller

    Jun 2003 - Jun 2006
• 

  The Bank of New York Mellon

  May 2009 - Sept 2009

  Corporate Trust Operations Supervisor

  leads a team of six FTE to establish effective resolution of loan certification issueswith Fannie Mae and its clients • coordinates efforts to maintain professional relationships with a portfolio of over1800 clients • create new and modify existing workflows for processes involving processingcertifications under bailment, resolving concerns from our customer inquiry database, andproactively notifying clients of potential problems

• 

  Bank of the West

  Sept 2009 - Jul 2010

  Customer Service Manager

  responsible for all branch operations and audits in areas of consumer/businessaccounts, lending, compliance, and loss prevention • ensures sales goals are exceeded by teller and new account staff; regularlycreates/updates sales plans to maintain progress towards quarterly/annual goals;experience in consumer/business accounts/lending, investments, private banking, cashmanagement/partner referrals • maintains high levels of customer service within the branch; effectively resolves allcustomer concerns • performs employee evaluations and coaching to develop staff towards their careergoals; manages 5 FTE • reviews profit models to maximize branch profit Show less

• 

  JPMorgan Chase

  Jul 2010 - Feb 2012

  Assistant Branch Manager - Operations

  • Led large-sized branch to achieve national ranking of 16th based on sales and service metrics• Achieved six ratings of “Strong” on internal audits (highest possible rating)

• 

  Citi

  Feb 2012 - Jun 2016

  • Established operational routines for secondary branch that had failed three corporate audits prior to arrival; follow-up audit scored at 100%• Managed operations and sales for two locations concurrently, while maintaining top scorecard rankings; ranked in top 15% nationally for year-end 2015 & 2016 based on sales and service metrics• Coached management of nearby failing offices to improve operational practices and increase efficiency and risk mitigation, by conducting reviews and jointly developing action plans• Created and taught course on Emotional Intelligence to Tellers, Personal Bankers, and Assistant Managers in the area Show less Led large branch to achieve national ranking of 16th in the country based on customer service and sales metrics• Conducted reviews of nearby branches for operational integrity and recommended process improvements; achieved six ratings of “Strong” on internal audits (highest possible rating)• Chosen by upper management to lead the area Voice of the Employee team to implement changes that increase employee satisfaction• Exceeded and branch goals in consumer lending, mortgage, checking, and deposit base for 2013 and 2014 Show less

  • Branch Manager, Vice President

    Jul 2015 - Jun 2016

  • Assistant Branch Manager

    Feb 2012 - Jul 2015
• 

  City National Bank

  Jun 2016 - now

  o Business Application Owner for core banking systems (core CIS platform, teller transaction processing, client onboarding internal system, and client-facing onboarding)Collaborate with internal stakeholders and clients to identify, plan, and execute product enhancementsMeet with regulators to ensure products meet regulatory standards and reporting requirementso Led development efforts for internal machine-learning and robotics automation program to evaluateand risk-score client deposits, automate hold placement, and send regulatory notifications;approximate time savings of 13,000 hours annually in the branch networko Directed development efforts and deployment of online banking mobile app, moving the platform tointernal system; led to a 65% increase in app ratingso Conceptualized regulatory guidance to enhance overdraft & exception item practices; introduced andimplemented new item processing rules, authored training guide for front-line colleagues, and workedwith Internal Communications to publish updated disclosures• Leverages and develops relationships with key vendors to address regulatory requirements, integrate client-generated feedback, and improve the operational experience for software end-users; business application owner for 3 apps used across the organization • Managed Online Banking operations team; moved mobile app completely in-house from vendor; applied automation to processes, leading to a 60% FTE reduction and 35% increase in processing speed • Creates business requirement documentation, testing plans, training/job aids and post-launch review plans • Analyzes operational processes to identify constraints, duplication and overlap, and improve cross-functional efficiency Show less Realized significant FTE reduction by leading bank-wide projects and improvement initiatives: -- automated check review notification, online banking enrollment enhancements, private banking product migrations, automation of operational processesLiaison between bank and our core system vendors to develop, test, and deploy enhancements that address client experience and regulatory/compliance concernsIncreased straight-through processing of online banking enrollments from 8% to 75% via process and system enhancementsReduced online banking FTE needs by approximately 2.6 by streamlining procedures and working with digital partners to deploy system enhancementsSupports client-facing colleagues by identifying areas of improvement within bank operations and end-user applications; works with colleagues across the bank to develop, test, and implement solutions to address identified issuesAnalyzes requirements to integrate new products, features, and services into existing systems after appropriate testingPartners with unit managers, SMEs, and outside vendors to develop, design, and execute solutions to remediate regulatory concerns Show less

  • VP, Systems Project Lead (Application Owner, Core Conversion, Process Improvement)

    Jan 2023 - now

  • Operations Mgr II, VP | Online Banking & Ops Admin (Product Owner, UI & Process Improvement)

    Jun 2018 - Dec 2022

  • Sr. Client Manager, Vice President

    Jun 2016 - Jun 2018