· Manages and directs project activities along with monitoring progress, including project health, capacity planning, developing and internal process improvement activities.· Develop materials to support the strategy in collaboration with SME’s for marketing, training, and communication.· Manages UAT testing by creating test plans and test summary documents, tracks and manages defects, and conduct end-to-end integration testing to assured requirements and expectations are delivered.· Provides Project support for the team to assist with new initiatives.· Monitor the progress of the project and make adjustments as necessary to ensure the successful completion of the project.· Assist in the execution of the internal operational process, control, discipline and excellence within the Enterprise Account Management Operation Transformation team, and across multiple lines of businesses within the Bank.· Demonstrates strong organizational skills with PC literacy in Microsoft applications (Excel, Word, and PowerPoint).· Facilitate weekly Executive Calls· Act as Security Point of Contact (SPOC) for systems access reporting, tracking and review· Coordinate Administrative functions and activities

* Accountable as the team lead for the day-to-day operations for the bulk account closure team for Global Banking and Markets.* Manages closure coordination staff including timekeeping, performance, scheduling, etc.* Ensures timely and accurate processing of entity-level closures as well as track and report on capacity and performance.* Acts as a subject matter expert and ambassador for the bulk account closure coordination functions and represents the team on key projects and initiatives.* Working knowledge of AML (Anti-Money Laundering), Banking and Markets Operations and business/controls.* Establishes policy and procedures as well as providing training to associates of varies functions. * Ensures adherence to all internal policies and compliance.

* Primary responsibility was supporting all client post sales activities, by monitoring and executing all tasks required to fulfill the client service plan and meet day-to-day inquiries from the client.* Actively supported Sales Team in delivering consistently high-quality banking, credit, trust, fiduciary, and investment services to US Trust clients.* Supported fulfillment of clients’ needs and expectations across all products and serve as a triage point for specialists and service centers.* Coordinated with specialists including Trust, Family Office and Custody officers as well as centralized service centers to deliver an integrated service to the client.* Initiated and monitor account opening and asset transfer; handle client inquiries related to the on-boarding process.* Actively lead the KYC process for new businesses and refreshing existing KYCs.* Supported Sales Team in all sales support and administrative functions as needed including pipeline reporting, marketing, and business development.* Ensured adherence to all internal policies and compliance to legal and regulatory requirements.

• Lead, coach and execute the core components of the business to achieve results in Operations Proficiency and overall satisfaction.• Ensure daily supervision of all Teller Line associates along with day-to-day policy and procedure adherence.• Provide oversight on all operational activities such as account opening, transaction accuracy, cash handling, etc.• Partner with the Financial Center Manager to ensure day-to-day sales and service activities comply with market standards.• Coach associates to be efficient and in compliance with established policies and procedures in customer service, operational procedures, transactions accuracy and customer engagement• Drive Teller BCR and Quality Referral Process on a daily basis to ensure above –average market results.• Drive operational excellence within the Financial Center by performing routine inspections on all moving parts of the business.• Provide a value-added customer experience that leads to improved satisfaction and sales.

• Responsible for the sales of various financial instruments to a diverse clientele through deepening relationships.• Participated in various outbound sales initiatives to build book of business comprised of high value clients.• Developed relationships with various lines of business within the organization to strengthen sales initiatives through one team approach.• Maintained strong credit focus consisting of various high revenue-generating products such as Auto and Home Loan products.• Opened deposit accounts and capitalized on investment opportunities via outbound sales & team referrals.• Partnered with businesses to improve efficiencies through use of various banking platforms.• Mentor and Sales Coach to new Banking Center Associates, Jonathan Rosa, Edward Twine, Lorynn Florynn, Octavia Cephas.

• Assisted with and owning various functions that support the Teller line.• Developed and coach teller team to accurately process client transactions though an efficient method; and in accordance with established policies and procedures.• Managed day to day operational processes to assist in maintaining an operational excellent branch. Perform daily routines to ensure all operational aspects of the banking center are within company guidelines as well regulatory requirements.• Responsible for diffusing and resolving client escalations; with a specific focus around difficult client scenarios.• Ensured operational excellence and compliance.• Provided a value added customer experience that leads to improved satisfaction and sales.

• Functions included administering defined procedures, analysis and report generation, and exception processing.• Provided guidance to associates within own unit regarding procedural, technical and/or operational changes.• Monitored and reported the impact of modifications from adding or deleting key words to Office of Foreign Assets Control (OFAC).

• Selling of financial products (e.g. Credit Cards, deposit accounts, CD's, IRA's).• Ensuring operational integrity & compliance procedures are met, while performing daily/weekly sales reporting.• Opening deposit accounts and capitalizing on investment opportunities via outbound sales & team referrals.• Interviewing and processing loan/credit line requests for consumer and small business clients.

· Greeting, servicing and selling to customers in the lobby and functioning as a scheduled seller (e.g. Credit Cards, deposit accounts, CD’s & investment referral opportunities).· Establishing, retaining and deepening relationships with branch customers and potential customers to achieve team sales goals and provide quality customer service.· Processing transactions accurately and efficiently to build customer confidence and trust.· Resolving complex service issues and providing proactive sales activities of bank products.

· Processing of transactions accurately and efficiently in a fast paced environment.· Consistently seeking to delight customers and deliver exceptional customer service with a positive attitude on a day to day basis.