Robert Riffe Email & Phone Number

Orchestrate comprehensive HR functions for a team of 35, including recruitment, performance evaluations, and coaching; improved team efficiency by nearly 20% and reduced employee turnover rate in one year.Responsible for enforcing all risk, compliance, and authentication procedures across the team. Overseeing the processing of over 6,000 monthly deposit and loan service requests for Relationship Managers and their Business Banking Clients. Transformed department through technology upgrades, advanced automation, process optimization, and policy reforms.Creation of metrics where they didn’t previously exist. Utilization of metrics to identify additional efficiency gains and staffing updates. Generate all monthly and ad-hoc executive reporting. Consistently collect and act on feedback from multiple sources to further improve the department and overall customer/colleague experience. Responsible for all HR aspects of the team, including but not limited to, interviewing, hiring, mid-year and annual reviews, coaching, and addressing performance issues. Responsible for monitoring and reporting customer issues and expressions of dissatisfaction for the Business Banking organization.

Johnston, Ri

Reported to both the Head of Business Resiliency and the Service Management Office. Directly managed a 24x7 team of Incident & Problem Managers accountable for leading 100s of annual incidents of varying criticality.Led the team through a perfect Internal Audit score receiving 100% for “Control Environment” and 100% for “Management Control Approach.”Restructured separate but complementary business and technology incident management teams into one cohesive unit under one leader.Supervised simultaneous projects while directly managing the highest impacting incidents including (but not limited to) business, technology, cyber, vendor, and privacy incidents. Staffed a 24/7 hotline, monitored all P2-P4 tickets, and ensured timely escalation, facilitation, and robust record keeping of all incidents.Led awareness trainings, yearly tabletop exercises, and oversaw the Everbridge mass notification system alerts leading to an average 10% reduction in MTTR. Engaged with key stakeholders, including C-Suite, to inform, collect impacts, and coordinate decisions/actions. Led the Problem Management team to drive post incident review activities inclusive of generating executive updates and regulatory updates. Administrator of Everbridge and Global Emergency Telecommunications Service / Wireless Priority Service (GETS / WPS) programs.

Responsible for the robust and timely management of all incidents across the bank on a 24x7 basis, including those incidents with the highest impact and criticality involving the senior incident/executive teams.Act as a reference/escalation point for the incident managers and supporting them to ensure effective resolution of all incidents.

Cranston, Ri

Responsible for driving the effective resolution of all high-impacting company-wide incidents.Ensured that assigned incidents were managed robustly and effectively, escalated appropriately and that any customer/business impact was identified and minimized.

Cranston, Ri

Assigned daily work amongst a team of 12 Internal Communications Writers and managed the multi-business line schedule.Wrote and distributed communications (including incident/crisis comms) for multiple business lines including Contact Centers, Business Banking, Branch, Home Lending, Premier, and Private Banking.

Coordinated the design, writing and production of communications materials in a multi-contact center environment through a dedicated Intranet site, huddle packs, leader’s briefs and other methods as needed.Created and distributed business line specific incident/crisis communications.

Cranston, Ri

Responsible for creating and distributing daily communications for contact center colleaguesCreated, Coordinated and executed multiple colleague recognition programs and eventsResponsible for managing, creating, and editing knowledge-base content used by over 1,000 colleagues

Various customer service positions were held including:Consumer Finance Loan divisionOnline Banking - Tier 1 supportUniversal Specialist (multi-skilled)Online Banking - Tier 2 tech support

Created the loud rock/metal department, promoting the station and the genre while doing so.Made dozens of music industry contacts in order to establish and maintain a significant music library.Reported trending music to various charting industries.Had a ton of fun!

Master Of Arts (Ma), Communications, 4.0

Ba, Communications

Activities and Societies: WRIU Radio, Film StudiesRelevant Course Work included: Computing for Management, Interpersonal Communications.

Bachelor Of Arts - Ba