Becki Postma Email & Phone Number

Grand Rapids, Mi, United States

Greater Grand Rapids, Michigan Area

In my last role with Fifth Third, I managed 7 direct and 110 indirect reports, to oversee the operations of 1,100+ branches across the country. My teams include:* Retail Branch Operations* Branch Help Line* Branch Knowledge * Process Design* Employee Feedback Program* Customer Complaint Management Program* Incident ManagementI challenged the status quo to enhance employee and customer experience, as well as optimize processes through automation, centralization, and standardization. Recognized as a Retail Operations expert, I was often tapped by the executive team to lead strategic initiatives that drove efficiency and effectiveness.Highlights:* Maintained 92% Employee Engagement Gallup scores every year, far surpassing the 75% benchmark.* Launched an Employee Feedback Program, which contributed to strong employee engagement.* Expanded the department from 2 to 7 teams.* Developed a Centralized Document Review Program.

Greater Grand Rapids, Michigan Area

I was further promoted to lead the consolidation and centralization of the Retail Operations groups and Retail Risk Management teams. In this role, I oversaw 8 direct and 130 indirect reports. I was also a member of numerous cross-functional task forces and committees, including Fraud Collections Outsourcing, Standardization of User System Access, Retail Risk and Controls Assessment, and Overdraft Collection Standardization.Highlights:* Successfully streamlining 18 disparate groups into 1 cohesive team with no negative impact to service level, resulting in improved consistency, accuracy, risk mitigation, and cost control.* Centralizing the branches’ non-sales activities to the Retail Operations Group, which improved customer experience, controlled costs, and increased employee engagement. * Developing business continuity plans for the centralized functions in this new environment, including weather and robbery events.

Greater Grand Rapids, Michigan Area

I was tapped to manage Retail Operations for the Western Michigan affiliate, supervising 7 direct reports and supporting the operational and risk needs of 120 full service Financial Centers. My areas of focus included risk management, fraud prevention, process improvement, staffing optimization, and employee engagement.Highlights:* Reducing teller over/short losses by 55% from 2006-2007.* Decreasing deposit fraud losses that resulted in moving the affiliate from 15th place to 5th place, out of 24 affiliates.* Elevating accountability through process improvement.* Championing efficiency through technology, resulting in improved production and reduced staff expenses.* Increasing Employee Engagement Gallup scores that far exceeded industry benchmarks.

Greater Grand Rapids, Michigan Area

I continued to earn promotions within retail banking, gaining exposure to the areas of risk mitigation and compliance.

Greater Grand Rapids, Michigan Area

I was promoted to this new role in Grand Rapids to formalize the collaboration with Retail Banking. Leveraging my direct retail banking background and a solid understanding of retail operations, I was able to build strong relationships and create a critical bridge between the 2 lines of business.

Greater Chicago Area

After graduating from college, I was selected for Old Kent’s prestigious, two-year training program covering all aspects of retail management.During the first year, I focused primarily on branch sales; and in the second year – during a time of significant growth through corporate acquisitions, I onboarded and trained employees from these newly acquired banks – with an emphasis on integrating systems and processes. This sparked my passion for problem resolution and facilitated my entry into retail banking operations.

Greater Chicago Area

I got my start at Old Kent while a college student, never expecting that it would be the start of a 20+-year career. In this role, I gained extensive, hands-on experience in customer care and retail branch sales that created a strong foundation for my future roles in retail banking operations.