Silvia Johnston Email & Phone Number

Buffalo, Ny, Us

United States

Creating and supporting the organization with employee engagement, talent management, team communication, change management and leadership development programs. This includes rolling out High Reliability Organization Universal Relationship Skills and management of the Leader Coach program.- High Reliability Organization Universal Skills Trainer Certified by Press Ganey- Harvard Business Buffalo Club Healthcare Management program participant

Buffalo/Niagara, New York Area

HR course: MGI 417 Performance Management Program and Rewards. Experiential instruction on how to manage and navigate a successful performance management cycle/system and how to shape performance through positive reinforcement. (Using components of Precision Leadership from ADI Inc.)

Buffalo, Ny

Internal Audit Consultant on the Professional Practices team specializing in the development and execution of the Talent Management framework. This includes enhancing development tools, such as Skills Assessment Surveys, performance reporting and learning paths curriculum.

United States

Lead the Email Channel Manager team and a multi-million dollar contract email agency to write, design, code and deploy all product, regulatory and select servicing email for M&T Bank and Wilmington Trust. Member/Professional Development Committee member of an internal Diversity Resource Group; President of the employee Caregiving Resource Group, creating spaces for caregivers in our community to find support within the performance management system.

Buffalo, Ny

MARKETING & COMMUNICATION DIVISION - 1st Line of Defense, June 2017-May 2020Business Risk Manager within the Marketing & Communications and the Office of the Customer Advocate Divisions to manage the risk management framework, incident management, support divisional continuous improvement projects and enhance diversity marketing practices. CORPORATE OPERATIONAL RISK DIVISION - 2nd Line of Defense, June 2015-2017, Senior VP levelManager of Corporate Risk Officers who supported all customer facing and several back-office divisions across the bank (ie. Retail, Business Banking, Human Resources, Marketing, Legal, Credit etc. )- Identified and critically challenged key risks and controls.- Conducted divisional risk profile assessments and quality assurance reviews of corporate wide policies and key controls. - Managed risk incident debriefs, external events reviews, key risk / performance indicator reporting and emerging risks discussions and 2nd Line of Defense documentation.

Amherst, New York

CUSTOMER ASSET MANAGEMENT (DEFAULT)Manager of three operations teams: vendor management, business controls team and internal services/mortgage letter management team (18 FTEs)- The vendor management team conducts annual due diligence reviews on over 400 third-party servicers of the Customer Asset Management division, including third-party onsite compliance audits, call monitoring, contract & service agreement facilitation between business units and onboarding of new vendors under bank-wide vendor risk management guidelines. - The business controls team conducts quality assurance reviews of default management processes as well as reports and tracks all investor and legislation changes. - The default internal services team facilitates the programming and distribution all state and investor foreclosure and bankruptcy letters and distribution quality control. - Managed centralized communication and training efforts around performance management activities

CUSTOMER / EMPLOYEE EXPERIENCE MANAGER - Created and implemented a consistent bank-wide bi-annual Internal Service Survey program. - Managed the bank-wide High Five Service Recognition program. - Developed content and audited delivery of a new bank-wide service training class and web-based training with corporate training partners.TALENT MANAGEMENT FOR RETAIL LEADERSHIP - Managed Employee Commitment Initiatives and Performance Management resources for the Branch Sales organization; including creating coaching tools, annual objectives templates, behavior action plans and management presentations. - Coached regional sales managers and branch managers on how to raise the level of customer service and employee engagement through positive reinforcement leadership. (+Q12 survey training)- Managed the M&T Securities and Teller training teams, obtaining Series 7.Certifications- Predictive Index certified with M&T Bank, 2008- Applications of Performance Management Technology Diploma by Aubrey Daniels Inc, with M&T Bank, 2006- Obtained Series 7 Securities License, 2007

RETAIL BANK- Management Development Branch Trainee, met 120% of sales goals - Developed the quarterly Sales & Marketing Guide for 5,100 branch employees, which detailed contests, activities and training tips to increase sales production and product knowledge. - Assisted developing branch training plans for three bank mergers. - Assisted in redesign of the retail intranet website. - Developed a profitability report for management to help determine productivity in different tiered branches

Assistant Admissions Officer to the Equal Opportunity Program. A rewarding experience to see kids with hardship and diverse backgrounds attend UB. I was Victor E Bull once for an event too!

Mba, Marketing / International Management

Activities and Societies: - Elected Representative of Student Population, University Council (Chair: Jeremy Jacobs)

Ba, Interdisciplinary Social Sciences (International Business Focus); Minor: Marketing

Activities and Societies: - Student Speaker at General Commencement - New York State D1 Novice-4 Rowing Champion - Student Association.

High School

Education record