Houda Latifi Khalaf

• Manage a Specialty Operations team that provides back office support to a 24 HR banking call center as well as several lines of business including branches.
• Supervise operations staff and keep employees compliant with company policies and procedures.
• Conduct regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Focus on enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Analyze and report on key performance metrics to senior management.
• Implemented quality control measures to ensure consistent product excellence, resulting in increased customer satisfaction rates.
• Managed employee-related issues encompassing labor, turnover, and diversity.

This position was responsible for the overall management of all assigned functional areas/teams within the Bank Operations.

• Was actively involved in the recommendation, design, and implementation of streamlines or enhancements to existing processes, procedures, and/or systems for improved efficiencies.
• Established and monitored service level expectations for all critical functions within the scope of responsibility and ensured direct reports managed their team(s) to meet/exceed expectations.
• Identified and implemented strategies to constantly improve the customer experience (both internal and external).
• Maintained optimal staffing levels and ensured maximum performance per FTE.
• Managed the budget for assigned functional areas/teams as well as for the division.
• Actively participate in the annual budget process to e.
• Support all bank initiatives as required.
• Support branches along with different market segments to improve operations, mitigate risk, and enhance customer experience
• Interpreted and defined policies for resolution of operational problems affecting the bank, customer, and employees
• Established and enforced internal controls, workflows, and policies for tracking, reconciling, and reporting on accounting activities.

• Led a team of support professionals to deliver exceptional service levels and resolve complex issues promptly.
• Oversight of Support Services trending results to enhance "Program" policies and procedures to ensure strategic objectives are achieved and risk is mitigated.
• Responsible for remediating risk and compliance issues identified by internal and external auditor reviews and Division testing. Manage the performance expectations of Support Service Officers to ensure risk mitigation activities are performed accurately and consistently within Community Bank branches.
• Responsible for the direct and remote supervision of a team of Community Bank Support Services employees, actively monitoring, coaching, and inspecting to ensure performance expectations are met/exceeded for 35 employees.
• Assisted in the development and training of personnel

• Created and implemented over 50 desktop procedures for the Support team.
• Coordinated the day-to-day activities performed by the support team.
• Reviewed, coached, and managed the performance of the Support team through visits and calls.
• Managed the SharePoint site to ensure the reference material was up to date and made changes as needed.
• Performed a minimum of 2 weekly branch visits with the support team to review work and assist with tasks when necessary.
• Implemented effectiveness and quality by formulating and overseeing department goals, budgets, scheduling, operating policies, and procedures

• Responsible for review and monitoring of all 16 branches within the assigned Divisions to ensure adherence to policy, procedures, and compliance requirements.
• Oversight of Support Services trending results to enhance "Program" policies and procedures to ensure strategic objectives are achieved and risk is mitigated.
• Responsible for remediating risk and compliance issues identified by internal and external auditor reviews and Division testing.
• Manage the performance expectations of Support Service Officers to ensure risk mitigation activities are performed accurately and consistently within Community Bank branches.

• Supervised branch operations and made continuous improvements in each area.
• Encouraged employee development and promoted management staff from within.
• Represented bank at community events to establish strong ties and promote business.
• Upheld stringent bank standards for loans, money handling and legal considerations.
• Provided direction and leadership to all employees to maximize productivity and bottom-line profitability.

• Implemented initiatives to improve customer satisfaction and increase repeat business.
• Oversaw financial sales to monitor compliance with legal requirements and company policies.
• Recruited, hired and coached departmental personnel for the branch.
• Represented Union Bank at industry events to promote Bank products and services.
• Oversaw daily operations of the Sales Department including budgeting, forecasting, staffing decisions, employee development initiatives, and maintaining compliance with industry regulations.

• Worked directly with branch manager and sales team to brainstorm, discuss strategy and mitigate audit and or regulatory issues.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Set, enforced and optimized internal policies to maintain responsiveness to customers and bank policies.
• Assisted in recruiting, hiring and training of team members.
• Reviewed shift reports to understand current numbers and trends.