Marc Russo Email and Phone Number
Marc.Russo3@yahoo.com15+ years of progressive experience in business strategy, operations, and/or business management with a strong focus on operational and strategic efficiencies. Skilled in leading and developing high-performing teams, serve as liaison between department heads, and collaborating with key stakeholders to prioritize and execute initiatives. A subject-matter expert in case management, bank operations, risk management, and controls. Adept at improving organizational structures and optimizing procedures for increased efficiency and productivity. Strong problem-solving and analytical skills, with the ability to communicate complex issues and frameworks clearly to senior management. Intent with a sense of accountability and ownership, able to set clear and measurable performance objectives and monitor progress. An empathetic and inclusive leader with excellent communication skills and a high level of self-awareness. Key Accomplishments:• Led automation initiatives resulting in 38% reduction in ticket volume, continuous improvement in customer experience, and a multimillion-dollar cost savings for the company • Spearheaded the integration of multiple bank acquisitions with up to 1B in assets, driving organizational growth from $2B to $7B in assets• Sr. leader in implementing the CX strategy for customer care and was able to successfully lead a multi-unit customer support team servicing 30K+ calls per month and maintaining an average CX score of 4.8 out of 5• Oversaw operations teams totaling 100+ professionals over 3 sites and remotely, and was able to recognize a 35% improvement in the company’s culture survey results• Oversight of the Debit Card fraud mitigation team resulting in a $1M reduction in losses through enhanced fraud detection strategies and claim monitoring• Assumed responsibility of the corporate mailroom and successfully led the company to an outsourced service solution resulting in a $300K cost reduction in staffing, postage, and courier expensesAreas of Expertise:Bank Operations | Strategic direction | Communication | Leadership | Coaching | Case management Fraud strategies | Organization | Time management | Decision-making | Regulatory compliance | Risk mitigation | Staff development | Culture leader | Project management | Client experience | Business management | Analytical
Usaa
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Director Of Wire And Ach OperationsUsaa Sep 2023 - PresentSan Antonio, Texas, Us
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Director Of Business OperationsMidland States Bank Dec 2015 - Feb 2023Effingham, Il, UsAs a Director of Business Operations, my experience includes managing cross-functional teams, implementing effective business initiatives, and driving operational excellence. I possess a proven track record of improving organizational efficiency, reducing costs, and increasing revenue through continuous improvement and innovation. With strong leadership skills, I am able to motivate and mentor teams to achieve business goals while maintaining a customer-centric focus. My expertise in project management, financial analysis, and risk management enables me to deliver results that exceed expectations.• Successful implementation of a Quality Assurance department to ensure first line of defense operations, risk, and compliance principals for the organization• Collaborate with business leaders to develop and enforce sound policies and structures to mitigate risk and ensure regulatory compliance resulting in best-in-class financial ratings from our regulators• Oversight of Loan servicing operations for a portfolio of $4B in commercial and consumer loan assets• Developed a data driven environment to help manage KPI’s, KRI’s, team performance, and capacity • Successful implementation of the DDA charge off collection process, resulting in a $50K recovery within the first six months • Served 3 years as a mentor for the bank’s Management trainee program, “Masters One” resulting in promotions for 2 out of the 3 participants -
Vp Operations ManagerPopular Community Bank Sep 2007 - Jun 2015New York, Ny, UsHighly accomplished, adaptable VP of Operations leading cross-functional teams to improve business processes and increase operational efficiency. Skilled in developing and implementing strategic initiatives to reduce costs and improve quality. Proven track record in managing complex projects, streamlining, and implementing innovative solutions to drive business success. Strong leadership and exceptional communication and interpersonal skills, adept at building relationships with internal and external stakeholders.• Oversight of the Quality Controls team to manage KRI’s and ensure regulatory compliance controls are in place for the organization• Responsible for development and implementation of fraud rules and detection strategies in effort to flag fraudulent activity and prevent fraud losses as it relates to: Checks, ACH, Wires, Debit Cards and Identify Theft• Collaborative closely with the leaders of Compliance and Legal to ensure regulatory compliance through direct oversight of procedures, controls, and audits• Assumed responsibility of the Record Retention department resulting in positive audit results and a $500K reduction in expenses through proper execution of the program and contract negotiations with Iron Mountain • Collaborated with our IT partners to develop a case management system to manage Debit Card and ACH fraud claims, which resulted in process automation, reduced risk, improved customer experience, and a cost reduction of $200K • Successfully led the transition of Operations from US to Puerto Rico which included the hiring and training of 60 new team members and managers
Frequently Asked Questions about Marc Russo
What company does Marc Russo work for?
Marc Russo works for Usaa
What is Marc Russo's role at the current company?
Marc Russo's current role is Director of Wires and ACH Operations | Director of Business Operations | VP of Operations | Retail Banking | Leadership | Customer Care | Fraud.
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