Bank Branch Manager Resume
Contact information
Brian S. Goulding
17 Street
Columbus
Ohio
Career objective
Looking for a challenging position of the Bank Branch Manager Resume the reputed University with a view to use my wide experience for the benefit of the organization.
A consistent strong performer with an extensive track record for achieving high levels of success within the Financial Sectors and Call Centre Industry. A creative and strategic thinker who works well under pressure to deliver Sales Revenue results alongside the achievement of KPI Targets/Customer & Client Satisfaction divisions.
A motivated, flexible and passionate individual, with an approachable outgoing personality. Ability to display outstanding leadership skills to coach and develop teams and individuals to maximise standards of performance and achievement of joint goals. Exhibiting an inner drive to provide the commitment needed to maintain focused and competitive within fast paced environments
Skills
Sales and Customer Service - Direct experience of selling and retaining business within financial sector, combined with the management of teams of 150plus FTE
Direct staff management - leading and motivating sales/customer service management teams to exceed targets and provide a first class customer journey. To include management of underperformance and disciplinary procedures, along side driving forward performance with reward and recognition.
Analytical and Operational - Accountability of management team to support 12 independent call centres. Supervision of team to produce shift patterns/holiday allocation for each business areas/achievement of KPI’s/call handling/MI reporting on inbound & outbound calls/use of outbound dialler. Point of escalation for technical system issues for any of the above areas.
Problem solving/decision making - Ability to use own thought process to assess current options available and to apply a logical thought processes to evaluate alternative solutions, to establish best fit for the demands of the situation and the needs of the business.
Risk Management -Capability of effective implementation of new procedures to minimise potential elements of risk. Proactive approach to identifying and minimising possible areas when risk is apparent.
Prorates and Demands -Effective time management and familiarity of prioritising depending on importance/deadline/task timing, along with any possibilities of loss/gain to the business profitability or brand image portrayed
Employment details
July 07 to current-Bank Manager-(Large City Centre)-Northern Rock
Main Responsibilities
To achieve sales targets, to lead and motivate a management team and customer sales team.
To provide standards of service to all customers in accordance with treating each customer fairly and in line with company policy
Ensure all activity carried out within a FSA compliant environment.
Adhere to, monitor, record and report any compliance issues as follows:
Insurance and Mortgage Regulation
BCOBS/PSR/FOS.
Money Laundering Regulations/Data Protection Legislation.
Health and Safety compliance legislation.
Take responsibility for branch administration/cash handling procedures/branch & staff security/environmental issues.
Continually asses risk and use initiative to invoke procedures to support any spot audit visits
To maximise sales potential both personally and within team by proactively generating leads.
Complete sales interviews personally, face to face & telephone and subsequent follow ups when business demands require an additional qualified advisor
Manage staff to optimum performance. Observation of staff, to provide appropriate feedback and coaching. Ensure appropriate training on products, procedures and sales techniques.
Ensure sales staff; deal with customers both face to face and by telephone within agreed customer service standards.
Provide support and training to management graded staff with in branch to enable them to share best working practice with their colleagues when delivering any coaching sessions. Also to ensure they have the required skills to deputise in my holiday absence
Key Achievements within current role
Project lead for “Branch Excellence” which reviewed all sale and service processes across customer facing network. Successfully implemented within all branches by March 2009
Composure and delivery of 3 day “Leadership” workshop to Branch Managers May 2009
Achievement of YTD Investment and Mortgage targets
Key improvements within compliance commitments within FSA guidelines
Successful internal auditing results
Coaching and development of mortgage advisor to fully qualified CeMap status
Oct 2004 to July 07-Senior Resource Analyst -Existing Business-Northern Rock-Gosforth
Main Responsibilities
To maximise the efficiency of available resource by supporting the management teams recommending courses of action on daily call handling
Ensure sales and service management team(s) are made aware of call statistics, agent performance and highlight any variance from set parameters and department standards
Ensure Resource Planning standards and service level agreements are met inline with the management of daily PCA / PCA 30
Recommend improvements and efficiencies to Senior management teams and provide statistically supporting evidence
Supervise and support the production of Management Information in the most cost effective and efficient manner. Ensure accuracy on all reports by quality checking
Identify and recommend technology / system change requirements and arrange implementation in conjunction with Resource management team
Provide MI on all call handling for Existing Business sales and service inline with KPI's and SLA.
Complete Performance Measurement of all Resource Planning staff
Support, develop and motivate management team members, also including clerical graded staff
Provide personal development plans and support on career development
Co-ordination of ad-hoc customised reports on symposium, crystal reports and business objects for managers
Key Achievements within role
Successful recruitment of 3 new members of management to team
Supporting role alongside IT to introduce call recording into a new site
Implementation of product mail shot predictor to support with staffing levels
Full re-right of disaster recovery for resource planning department
Introduction and production of training and coaching material along with supporting personal development plans
April 2004 Oct 2004-Sales Section Manager-Mortgage Review-Northern Rock Gosforth
Main Responsibilities
Drive sales team for completion of offers issued, maximising each sale opportunity and ensuring the quality of calls guaranteed high conversion rates
Direct feedback to support FSA guidelines and ensuring that all calls remain compliant within regulation
Standard Man-Management of all personnel issues and under performance, implementation supportive Personal Development Plans and Personal Improvement Plans when required
January 2003 to April 2004 - Client Delivery Manager- Sitel (Formally Client logic) – Leading Business Process Outsourcer
Client Barclay Card - Inbound/Outbound sales and customer service
Main Responsibilities
Responsible for the overall service delivery of the contract against the SOW ensuring that all KPI’s are met.
Drive consistency and best practise through the successful management of a team of 7 managers to support 150+FTE.
Accountability for quality control for customer service standards
Accountability for Client satisfaction standards
Point of escalation to resolve any staffing or customer issues escalated from team managers. Final point for complaint escalation before Site Director
Close working relationship with the employment agency and the Sitel HR department regarding any disciplinary requirements. Proactive approach maintained to manage absenteeism and attrition. Enforcing that best practice was carried out at all times, to ensure no favouritism was demonstrated amongst management team
Involvement with re-deployment of staff due to changes in contract size
Responsible for managing the day-to-day Client operational relationship with the co-ordinating MI and performance requests,
To be the focal point for receipt of client communication, and to effectively communicate Sitel information to the client.
3week Recruitment and selection training course attended. Aimed directly to encourage recruitment of the best quality staff.
September 1999 to January 2003 Team Manager
Client National Rail-inbound call centre (at that time most dialled number within UK)
Main Responsibilities
Motivate and lead a team of customer service staff to achieve their set KPI’s and contractually hit SLA’s
Ensure all staff are aware of the procedures and any new developments with in the company along with any changes in polices
Design product knowledge assessments, then subsequently provide training and coaching on highlighted areas of requirement
March 1998 to September 1999 Customer Service Advisor
Address as above
Experience
Dealing with front line enquires from the general public regarding train times and fares as well as all other related train service enquires.
Assisting in difficult calls from frontline agents/ Dealing with complaints/Product coaching other team members
Systems/Applications used-Confident use of all Microsoft applications, Qmax, Symposium, Genesys, Nice call recording and the sales supported systems Omiga, ECM, flexi tracking, mainframe, Service Centre, CTI
Education/Additional Information
April 2005 Burnside High School
FA Level 3 North Tyneside
Certificate in Mortgage Advice and Practice (CeMap) GCSEs 11 Grades B to C
Hobbies and interests
My main hobby is horse riding. I own and compete both of my horses at area level. This takes consistency and dedication as with any sport you only get out what you put in!
References
Both internal and external available upon request
References
Brian S. Goulding
Manager
Wap Company.
Brian_Goulding @gmail.com
