Summary
Overview
Work History
Education
Skills
Community Service
Affiliations
Accomplishments
References
Timeline
Generic

Serina Jones

Memphis,TN

Summary

Resourceful Vice President, Business Resilience Relationship Manager with 25+ years of banking experience, business intelligence and operations management, including incident management, disaster recovery, business continuity, emergency response and crisis management, analysis of organization's preparedness, identifying arising business interruptions, and developing countermeasures for quick and effective recovery. Skilled in critical thinking, inquisitiveness, assessments, problem solving, response planning, issue resolution, and risk management. Culturally-sensitive and ethical professional with demonstrated success in developing and implementing optimized solutions. Versatile leader recognized for driving results in collaborative, inclusive manner.

Overview

27
27
years of professional experience

Work History

VP, Senior Business Resilience Relationship Manager, Risk Management

FIRST HORIZON BANK
01.2010 - Current
  • Contribute to creating and implementing all elements for business continuity, including business impact analysis, plan building and process integration, operational risk assessments, and disaster recovery technology testing on a global scale, to save time and money by ensuring optimal business protection
  • Spearhead relationship development with all internal business units corporate-wide and external community partners on behalf of Business Resilience, improving productivity and employee engagement
  • Conduct Business Impact Analysis for each assigned Business Continuity Plan
  • Contribute to reporting operational risks and controls including regulatory compliance to the Operational Risk Committee
  • Implementation of Plan Criticality Assessment that measured customer, employee, financial, regulatory, regulatory impact, process dependency, and time sensitivity to facilitate informed decisions and prevent revenue loss
  • Supported internal cyber-security exercises, including the annual Cyber Attack against Payment Systems Exercise, hosted by the Financial Services – Information Sharing and Analysis Center, to detect vulnerabilities and lower risks of security breaches through the development of anti-hacking systems
  • Oversight for business continuity planning, recovery, crisis management, and incident response, including disaster recovery plans and attestation to ensure availability of critical business systems and processes while verifying compliance with agreed timeframes and standards to minimize risk and impact on the business
  • Oversight for vendor risk management process that evaluates and assesses all critical third-party service providers for inherent and residual risks regarding their ability to recover, minimizing risks
  • Manage corporate-wide Re-entry Credential and Government Emergency Telecommunication & Wireless Priority Service Programs
  • Resourceful problem-solving adept at identifying issues, analyzing root causes, and developing effective solutions
  • System migration from LDPRS to Assurance, from Assurance to SharePoint.

VP, Business Continuity Coordinator/ Relationship Manager

FIRST HORIZON BANK
Memphis, TN
01.2008 - Current
  • Reference Business Resilience information above.

Incident Manager, Information Technology

FIRST HORIZON BANK
01.2006 - 01.2008
  • Implemented root cause analysis process, including tracking critical technology incidents, conducting weekly meetings with technology management to ensure effectiveness of the change management process and documented procedures for incident resolution
  • Responsible for system enhancements, departmental procedures, project management, program updates, continuous improvement, gap analyses including gathering data from various lines of business and technology partners.

Market Relationship Manager, Marketing

FIRST HORIZON BANK
01.2004 - 01.2006
  • Managed Compensation Plan, goal allocation process and sales support needs within our retail markets
  • Closely worked with Market Managers, Regional Presidents and Regional Sales Managers in supporting all sales support needs
  • Responsible for analyzing and enhancing both the retail compensation plan and goal allocation process
  • Contribution to the on-going sales efforts of FHN by maintaining and awareness of programs offered and by referring customers to the appropriate offices with FHN
  • Incentive solution implementation Motiva, for tracking retail sales associate’s incentives company-wide
  • Coordinate and oversee internal training operations, deliver product and process training including onboarding, refresher training, identified and addressed any gaps with incentives tracking
  • Provided expertise knowledge and support to internal customers, responsible for day-to-day task/process related to Marketing initiatives
  • Manage corporate wide Do Not Call Program, Lead Generation Tool.

Sales Operations Information Coordinator, Marketing

FIRST HORIZON BANK
01.2002 - 01.2004
  • Responsible for maintenance and administrative functions necessary to support the information maintained in the First Horizon Sales Incentive System
  • Directly worked and supporting Regional Sales Managers, Retail Support, Financial Center Managers and staff in supporting all sales support needs
  • Researched and resolved sales system tracking research request
  • Assists with additions and updates to the Sales Operations Manual and Sales Tracking Guidelines.

Loan Operations Representative, Loan Operations

FIRST HORIZON BANK
01.1998 - 01.2002
  • Provide telephone and email support to Relationship Managers, Administrivia Assistants, Financial Center Personnel, and First Link Representatives regarding
  • Interacting with customers on behalf of the Bank and providing loan information about products and services, responding to customer complaints and processing loan request, such as payoffs, late fee inquires, etc
  • Process basic non-monetary transactions on existing loans such as address changes, billing method changes, and status changes
  • Process American General Insurance claims such as death and involuntary unemployment
  • Responsible for meeting personal and team target key performance indicators.

Education

High School Diploma -

East High School
Memphis, TN 38135
05-1992

Skills

  • Business Resilience
  • Crisis Management
  • Disaster Recovery
  • Emergency Response
  • Regulatory Compliance (FFIEC)
  • Incident Response & Reporting
  • Risk Management
  • SharePoint
  • Business Impact Analysis
  • Training Facilitation
  • Control Testing
  • Oral & Written Communications
  • Data Analysis
  • Procedural Documentation
  • Emergency Notification Systems
  • Business Continuity Systems
  • Critical Thinking
  • Problem Solving
  • Process Improvement
  • Mergers and Acquisitions
  • Customer Service

Community Service

Member of Disaster Recovery Institute International (DRII)

Member of Association of Continuity Professionals (ACP) – President, Treasurer

Membership, Member of South East Business Recovery Exchange (SEBRE)

Member of Shelby County Office of Preparedness - Urban Area Strategic Initiative (UASI)

First Horizon Mentor / Mentee Program

Corporate Associate Resource Groups, AP Wave (AAPI), Black Inclusion Guild, Women’s Initiative

Supervision Service Advocate

Affiliations

Member of Disaster Recovery Institute International (DRII)

Member of Association of Continuity Professionals (ACP) – President, Treasurer, Membership

Member of South East Business Recovery Exchange (SEBRE)

Member of Shelby County Office of Preparedness - Urban Area Strategic Initiative (UASI)

First Horizon Mentor / Mentee Program

Corporate Associate Resource Groups - AP Wave (AAPI), Black Inclusion Guild, Women’s Initiative

Non-Profit Organization Supervision Service Advocate

Non-Profit Organization Appointed Group Administrator

Accomplishments

First Horizon, 2012 Quarterly & Yearly - First Power Team Award

References

References available upon request.

Timeline

VP, Senior Business Resilience Relationship Manager, Risk Management

FIRST HORIZON BANK
01.2010 - Current

VP, Business Continuity Coordinator/ Relationship Manager

FIRST HORIZON BANK
01.2008 - Current

Incident Manager, Information Technology

FIRST HORIZON BANK
01.2006 - 01.2008

Market Relationship Manager, Marketing

FIRST HORIZON BANK
01.2004 - 01.2006

Sales Operations Information Coordinator, Marketing

FIRST HORIZON BANK
01.2002 - 01.2004

Loan Operations Representative, Loan Operations

FIRST HORIZON BANK
01.1998 - 01.2002

High School Diploma -

East High School

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