Manage and oversee core bank operations, including branches, call centers and ATM. Provide leadership oversight of all daily internal and outsourced back office operations, policies and procedures.Responsible for administering Vendor Management program, collaborating with a large number of key partners and service providers. Provide strategic leadership around the customer experience and serve as bank physical security officer.      Day-to-day responsibilities include:• collaborating with Bank President to develop strategic plans for the bank’s future and review major projects involving functional changes within bank and budgets• overseeing bank operations, including new account origination and services, deposit and retail lending services, card, mortgage and electronic banking services, wire transfers, exception processing and facilities, as well providing support to the lines of business• directing delivery channel for ATM, IVR, Contact Centers and Branch (ITM)

Responsible for ensuring that optimum standards for quality and efficiency were met, with overall senior management of hundreds of sales and service associates.• accomplished booked sales production and sales goals• exceeded grade of service and customer satisfaction scores

Managed more than 200 sales and service internet specialists. Oversaw support of call center technology. Ensured superior service and customer satisfaction.

Built and managed team of more than 100 service internet specialists. Developed technical support team to service customer technical needs while banking online. Managed problem resolution team to resolve complex customer technical issues and leverage customer interactions as sales opportunities.