- Gardening
- International Travel
- Reading
Caitlin Harris
Hamilton,NJ
Summary
Experienced operations leader prepared to drive organizational success through strategic planning and resource optimization. Strong focus on team collaboration and adaptable to changing needs. Proven track record in process improvement, cost management, and enhancing operational efficiency. Dependable and results-oriented, with skills in leadership, strategic decision-making, and project management.
Overview
15
15
years of professional experience
Work History
Vice President of Operations
Rockefeller Capital Management
Hamilton, NJ
07.2020 - Current
- Supervise a hybrid team of FTEs and consultants in support of Private Advisor onboardings nationwide
- Supported the onboarding of 94 Private Advisor teams with a combined AUM over $70b
- Streamlined operations by identifying inefficiencies and implementing process improvements
- Maintain streamlined and flexible staffing support model and consultant use to eliminate unnecessary spending
- Develop and maintain relationships with partners and stakeholders across the organization to produce a consistent and efficient end-to-end onboarding experience
- Consistently secure stakeholder buy-in for process changes and enhancements
- Create a tailored onboarding experience based on division, Private Advisor team and book specifics
- Produce post-onboarding analysis of team metrics, volumes, trends and highlights
- Developed and maintain cross-training initiative to optimize the use of resources provide employee development opportunities
- Implemented Quality Assurance routine to identify errors prior to client contact
- Instituted system for evaluation of recruit teams to clearly assess and communicate to senior leaders required level of effort and resources to successfully execute onboardings
- Established three-pronged feedback system to identify improvement opportunities and further enhance our service model
- Clearly defined roles, responsibilities and standards for Transition Management Team support aimed at maintaining high employee satisfaction
- Instituted new processes, reporting and controls to mitigate risk in an extremely fast-paced environment
- Created and rolled out new training, procedures & leadership structure
Assistant Vice President: Wealth Fraud & Claims
Bank of America (Merrill Lynch)
Hopewell, NJ
05.2019 - 07.2020
- Managed14-17 Fraud & Claims Resolution associates for various Cash Management Account transaction types bi-site
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions.
- Ensured compliance with all applicable regulations
- Successfully reduced quarterly ACH and Check fraud losses by30%
- Completed end-to-end process review and remediation in preparation for2020 fraud audit
Sr Team Operations Manager: WM Client Services
Bank of America (Merrill Lynch)
Hopewell, NJ
12.2017 - 05.2019
- Supervised15-25 associates with a focus on providing service support for WM Mortgage and Credit products
- Reviewed, organized, and analyzed team metrics to identify opportunities and create and execute success plans to achieve performance goals
- Assisted in the management of various WMCS vendor relationships
- Worked with peers tri-site to ensure horizontal business procedures with regards to progressive discipline, service level management, Team Lead and associate development, quality trends, and success plans
Team Lead: WM Client Services
Bank of America (Merrill Lynch)
05.2016 - 12.2017
- Supported team of12 Credit Card associates and a three-person escalation team
- Reviewed associate calls and metrics to assess quality and overall performance, identify weaknesses and develop strategies to meet monthly goals
Card Resolution Specialist
Bank of America (Merrill Lynch)
05.2015 - 05.2016
- Resolved escalations from internal associates, branch offices and external vendors related to credit products
Card Services Representative
Bank of America (Merrill Lynch)
05.2014 - 05.2015
- Researched and resolved client and branch office inquiries related to credit products
Community Development Advisor
United States Peace Corps Volunteer
06.2011 - 08.2013
- Worked and lived in a rural farming community for27 months
- Served as a literacy and numeracy enhancement specialist in a Barbary Hall Primary School
- Conducted small group tutoring with children ages6 through12
- Developed, implemented and managed a Small Project Assistance Grant funded by USAID
- Organized educational opportunities for adults in the community centered around general health, women's health and HIV / AIDS
Wealth Management Client Services Representative
Bank of America (Merrill Lynch)
06.2010 - 06.2011
- Researched and resolved client and branch office inquiries related to brokerage and banking accounts
- Assisted Financial Advisors and Client Associates in adapting to the support of banking products
Human Resources Generalist
09.2009 - 06.2010
- Fielded questions from Financial Advisors and Client Associates concerning Benefit Plans, Payroll and Merrill Lynch Policy during the Bank of America transition
Education
Bachelor of Arts - History
Ursinus College
Collegeville, PA05.2007
Skills
- Strategic planning and execution
- Organizational development
- Cost analysis and savings
- Business development
Interests
Timeline
Vice President of Operations
Rockefeller Capital Management
07.2020 - Current
Assistant Vice President: Wealth Fraud & Claims
Bank of America (Merrill Lynch)
05.2019 - 07.2020
Sr Team Operations Manager: WM Client Services
Bank of America (Merrill Lynch)
12.2017 - 05.2019
Team Lead: WM Client Services
Bank of America (Merrill Lynch)
05.2016 - 12.2017
Card Resolution Specialist
Bank of America (Merrill Lynch)
05.2015 - 05.2016
Card Services Representative
Bank of America (Merrill Lynch)
05.2014 - 05.2015
Community Development Advisor
United States Peace Corps Volunteer
06.2011 - 08.2013
Wealth Management Client Services Representative
Bank of America (Merrill Lynch)
06.2010 - 06.2011
Human Resources Generalist
09.2009 - 06.2010
Bachelor of Arts - History
Ursinus College