Heather Garofalo
Peabody,MA
Summary
Accomplished VP, Head of Product at BankProv, I've spearheaded cross-functional teams to enhance product performance and client satisfaction significantly. Leveraging skills in strategic planning and relationship building, I've driven initiatives that resulted in sustainable growth and operational excellence, embodying a results-oriented approach with a keen focus on risk management and process improvement.
Overview
22
22
years of professional experience
Work History
VP, Head of Product
BankProv
01.2024 - 08.2024
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Implemented data-driven decision-making processes, improving overall product performance and competitiveness.
- Negotiated contracts with suppliers and manufacturers, securing favorable terms that benefited both parties involved.
- Developed comprehensive roadmaps to guide product development from ideation to launch, ensuring timely delivery.
VP, Senior Product Manager
BankProv
05.2022 - 01.2024
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Identified opportunities to improve business process flows and productivity.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Improved user experience by collaborating closely with design and development teams on UI/UX enhancements.
- Increased product adoption by identifying customer needs and developing innovative product features.
VP, Operations
BankProv (The Provident Bank)
12.2017 - 05.2022
- Increased overall organizational efficiency by streamlining workflows and eliminating redundancies in day-to-day operations.
- Fostered strong communication channels between departments to facilitate information sharing and promote collaborative problemsolving.
- Oversaw budget planning and financial management, ensuring fiscal responsibility and accountability throughout the organization.
- Ensured regulatory compliance with industry standards, minimizing potential risks associated with non-compliance penalties or sanctions.
Operations Manager
The Provident Bank
02.2016 - 12.2017
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Retail Operations Officer
National Grand Bank
01.2003 - 02.2016
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Implemented processes that simplified procedures and reduced average processing time.
- Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
Education
Associate of Arts - Business
Marian Court College
Swampscott, MASkills
- Team Leadership
- Relationship Building
- Decision-Making
- Critical Thinking
- Strategic Planning
- Documentation And Reporting
- Risk Management
- Process Improvement
- Staff Development
- Metrics Tracking
- Policy and procedure development
- OKRs and KPIs
Timeline
VP, Head of Product
BankProv
01.2024 - 08.2024
VP, Senior Product Manager
BankProv
05.2022 - 01.2024
VP, Operations
BankProv (The Provident Bank)
12.2017 - 05.2022
Operations Manager
The Provident Bank
02.2016 - 12.2017
Retail Operations Officer
National Grand Bank
01.2003 - 02.2016
Associate of Arts - Business
Marian Court College
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