- Strategy Development and Execution
Developed strategic plan, aligned departments and personnel and improved
communication and tracking of the plans.
- Branch Delivery Scorecards
Developed scorecards for branch and call
center with alignment to the performance
appraisal system.
- Call Center Service Turn-around
Identified opportunities, developed & implemented strategies that significantly
improved the service levels.
- Developed Strategic Plans for the
following areas:
Online Banking Services
Lending (Mortgage & Consumer)
Knowledge Management
Human Resources
Information Technology
Service Delivery (branch and call center)
Call Center
- Performance Management Strategy
Developed an overall performance
management strategy including ongoing
communication, coaching and alignment
with performance appraisals.
- Project Management Process and Training
Developed and trained a practical process
for prioritizing and managing projects that
led to better teamwork and more projects
being completed.
- Employee Helpdesk
Designed and implemented an employee
help desk including knowledge management
resources, an intranet and specialists to
support all operations and technology
inquiries.
- Remote Delivery Strategy
Designed and implemented a strategy that
included integrating the systems of
telephone and online banking with the
support personnel for the call center and email
support.
-
Lending Strategy, Reorganization,
Process and System Implementation
Evaluated systems and processes identified
opportunities for improvement, selected new
consumer and mortgage lending vendors
and implemented improved systems and
centralized lending environment.
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