Fernando Silva

As a Branch Operations Lead, I lead daily branch operations with a strong focus on compliance, operational controls, and risk management. Within my first month, I was fully prepared to work independently, quickly mastering internal systems, procedures, and regulatory requirements. I execute detailed operational planning using tools such as Dashboard, ICRC, ICSC, Weekly Ops Meeting, and audit trackers to monitor controls, ensure policy adherence, and proactively address potential risks. I consistently maintain perfect OSAT scores, zero cash differences, and uphold strong control standards.

I have a strong ability to identify client needs and uncover business opportunities, strategically connecting customers with the appropriate banking specialists to deliver tailored solutions and drive meaningful referrals. Additionally, I played an active role in onboarding and training new employees, fostering accountability, operational excellence, and a high-performing, collaborative team environment.

Delivering exceptional client experiences through personalized financial guidance, operational excellence, and strategic partnerships. As a high-performing team member in a dynamic branch environment, I consistently ranked #1 in the region for Customer Experience Service (CES), Net Promoter Score (NPS), and Sales Referrals, achieving results of over 300% of my referral targets. I specialized in identifying customer needs and providing tailored banking solutions, while seamlessly connecting clients with expert partners such as Financial Advisors, Mortgage Officers, and Business Banking Managers. Beyond the client relationship, I was also responsible for branch operations, ensuring flawless execution of internal procedures, precise cash handling, and full compliance with state, local, and corporate regulations. Fluent in Portuguese, Spanish, and English, and with working proficiency in French, I frequently assisted a diverse customer base, offering support in their preferred language to foster trust, clarity, and an inclusive experience. My commitment to service excellence was recognized with the Citizens High Five Recognition, awarded for two consecutive quarters by executive leadership for consistently exceeding customer expectations and delivering standout service.

In my role as a government auditor for the chemical regulatory body, I conducted comprehensive regulatory process audits to ensure compliance with applicable legislation and industry standards. I evaluated operational procedures, identified compliance gaps, and recommended corrective actions to mitigate risk and strengthen governance frameworks. I provided guidance to industry stakeholders and cross-functional teams, promoting accountability and best practices. Through proactive oversight, clear communication of regulatory expectations, and a focus on continuous improvement, I consistently demonstrated strong leadership and sound regulatory judgment.

Key tasks developed included:

- Performing inspections to verify compliance with technical regulations and legal standards;

- Improving audition procedures by applying advanced data analysis techniques;

- Drafting comprehensive inspection reports;

- Developing inspection agendas in collaboration with team members;

- Engaging in ongoing professional development through courses and workshops;

- Handling the collection and negotiation of government fees.