Susan R. Ralston - Chief Operations Officer Email & Phone Number

Laurel, Maryland, Us

• Provided strategic direction and oversight for deposit operations, debit card operations, facilities/administrative services, and business continuity planning at Tower Federal Credit Union.• Partnered with business line leaders to drive a value-based and member-centric culture, focusing on business transformation and enhancing the overall member experience.

I partner with senior executives and high potential leaders to determine specific, sustainable actions that can bring positive transformation. Drawing from my 20+ years as a bank CEO, I can identify with leaders’ challenges helping them stay focused on the most impactful activities that drive key results. I'm comfortable working one-on-one with C-level executives, board members and senior teams to help them engage in meaningful conversations that assist them in reaching goals together.

Hampton, Va, Us

I provided leadership and executive management oversight for facilities/procurement, informationtechnology (including bank apps, data analysis, digital, project management, and cybersecurity)compliance, deposit/payments operations, marketing, and fraud/security. Served as a strategist at the board and executive level, focused on improving operational efficiencies and growing profitability. Collaborated closely with the executive team and lines of business to align operational tactics across all business units. Implemented technology driven strategies to streamline operational processes, reduce costs and improve efficiency. >Renegotiated 12 major contracts, resulting in over $10 million in savings for the bank. >Established and managed a project management office and cybersecurity division. >Established the 3 lines of defense compliance management system including launching a high-risk subcommittee and SAR subcommittee to provide structure, priority and accountability for the enterprise. >Oversaw the successful completion of over 50 projects ensuring timely delivery, adherence to budget and integration with existing environments. >Led the Bank's pandemic response and PPP program helping provide financial assistance to thousands of local businesses. Stood up a digital application platform in 82 hours from initial need to the launch including SBA integration and continued until the end of the program with digital "forgiveness" applications resulting in minimal losses. >Built and nurtured a high-performing team through top talent recruitment, mentorship, coaching, and fostering a culture of engagement and collaboration.

Pittsburgh, Pennsylvania, Us

I drove the bank's strategic and tactical direction, and spearheaded and coordinated operations across the Virginia division to maximize on-going operations and procedures and ensure efficiency of the business. I worked with corporate teams to devise and deploy business strategies, plans and procedures, establish performance and growth goals and successfully promote the company culture and vision. In conjunction with corporate, directed the development of essential business plans and operating budgets. I served as a key business liaison with existing and potential clients, various third parties and business partners. Worked directly with the Virginia Advisory Board as Vice Chairman. I also served on the Virginia Strategic Growth Committee, Consumer Asset Pricing Committee, Rate Committee, Marketing Committee and Contributions Committee. ►I worked to strengthen operational infrastructure of Bank and optimize capital budgets and expansion plans by creating and executing effective operational plans in conjunction with executive management team.►I established high performing environments by fulfilling personnel management functions, successfully attracting, hiring and retaining team members, and capably directing, guiding, mentoring and motivating personnel to accomplish and surpass goals and objectives. ►I accomplished a smooth and efficient transition with largest independent mutual bank in the country with over $8B in assets while maintaining customer retention by skillfully leading core merger integration and serving as key member of merger committee and core integration team.

I provided strategic leadership and operational oversight of personnel located across Hampton Roads, and assessed, developed, directed, executed and maintained the Bank’s fiscal function and key performance indicators (KPIs). I participated in community events and called directly on companies with business development staff which led to diverse business growth.I spearheaded the merger with Dollar Bank, the largest independent mutual bank in the country, by efficiently overseeing and coordinating full-service community bank operations and simultaneously serving as key member of merger team resulting in a combined institution of over $8B in assets. ►I consistently accomplished financial requirements of an extensive customer base by effectively assessing customer's financial position and delivering small business loans and full suite of business services including commercial real estate lending. ►I maximized efficiency and elevated sales and productivity by acting as chief planner and initiating cutting-edge technology-driven retail delivery strategies mirroring much larger competitors.►I'm successful at cultivating solid and long-lasting relations with professional organizations active within the Hampton Roads community by participating on community boards, attending charity events and calling directly on companies.►I had $1MM in lending authority.►I effected capital growth of 300% by closing unique transactions, building key relationships, controlling organic growth and securing strategic partnerships.►I was selected to serve as committee member for the Office of Comptroller of the Currency's Mutual Savings Association Advisory Committee advocating for mutual institutions and reduced regulatory burden for community banks.

I served as the leader of the credit union focusing on serving members of the military. I improved profitability by implementing risk-based lending. I reviewed and approved credit union 5500 reports and other financial reports working directly with outside audit firms, examiners and regulators leading the credit union to the highest safety and soundness ratings possible. I developed ALLL and ALCO models that complied with GAAP and RAP. I served on all board level committees. I served as an advisory member for the credit union’s core data processing system and as an officer of the Tidewater Credit Union Chapter. ►I quadrupled the capital through a unique deal with Navy Federal that involved forming a CUSO in Y2000 that was the most profitable CUSO in the country that year as measured by ROA. ►I led the effort to change the charter from a federal mutual credit union to a federal mutual savings association allowing the institution to expand its service and business products (1st in Virginia and 25th in the country.)

Virginia Beach, Va, Us

I led all retail and consumer lending operations including the consumer mortgage division and dealer finance for a 130,000+ member financial institution. I was responsible for retail branches in a multi-state operation and centralized lending center which included over 250 employees. Opened or relocated 7 branches working with branch location experts. ►I served as a key member of the merger and acquisitions team including temporarily moving to Rhode Island for 6 months to help stabilize and turn a NCUA assist merger into a profitable operation resulting in my promotion. ►Started as a management trainee and progressively worked my up through the organization to the Vice President position and became one of the top 5 executives. The credit union ranked in the top 100.

Professional Coach Certification, Professional Coaching

Master Of Business Administration (M.B.A.), Business Administration

Bachelor Of Arts (B.A.), Business Administration

Graduate

Professional Coaching Certification