Jack Norris
Canton
Summary
Branch Operations Manager with a strong track record in operations management and compliance auditing. Proven success in improving customer experiences and increasing branch profitability through strategic marketing and effective team leadership. Results-driven Branch Operations Manager with a proven track record in enhancing profitability through effective loan processing and compliance auditing.
Overview
45
45
years of professional experience
Work History
Branch Operations Manager
Eagle Loan Company
Canton
07.2012 - 05.2023
- Managed daily operations at Eagle Loan Company branch.
- Supervised staff to ensure compliance with company policies.
- Maintained accurate records of transactions and customer interactions.
- Conducted regular audits to ensure operational efficiency and accuracy.
- Resolved customer complaints in a timely manner.
- Reviewed customer account information for accuracy and completeness.
- Provided guidance on best practices for handling difficult customers or situations.
- Supervised daily activities of tellers, loan officers, and other personnel.
- Organized daily workflow to maximize efficiency and productivity.
- Monitored staff performance and provided feedback.
- Coached staff on policies, procedures and performance strategies.
- Performed routine audits of branch operations to identify areas for improvement.
- Initiated marketing campaigns to promote products and services offered by the branch.
- Prepared monthly reports on branch performance metrics.
- Ensured compliance with banking regulations and policies.
- Implemented new operational procedures to enhance customer experience.
- Maintained accurate records of financial transactions.
- Served as primary contact between the branch and corporate headquarters.
- Collaborated with IT department to troubleshoot technical issues related to banking systems.
- Achieved retention rate of with highly-satisfied client base, exceeding on surveys.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers.
- Disciplined employees to encourage compliance with company policies and procedures.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
Area District Manager
HSBC / Beneficial Finance
Chicago
02.1978 - 03.2012
- Oversaw district operations for multiple financial service branches.
- Managed team performance through regular coaching and feedback sessions.
- Analyzed market trends to identify opportunities for business growth.
- Ensured compliance with regulatory requirements across all locations.
- Facilitated communication between management and branch staff for effective operations.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of customer service standards within all stores in the district.
- Provided support, coaching and guidance to store managers on day-to-day operations.
- Assisted in recruiting, hiring, training and developing staff for the district.
- Created monthly reports on financial performance of each store within the district.
- Implemented best practices across all stores to optimize operations and efficiency.
- Evaluated employee performance, set goals, and provided feedback as needed.
- Developed and implemented strategies to improve district performance.
- Conducted regular store visits to ensure compliance with company policies and procedures.
- Conducted weekly meetings with store managers to review progress and discuss issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Education
High School Diploma -
Ellet High School
Akron, OH05-1975
Skills
- Operations management
- Loan processing
- Compliance auditing
- Financial recordkeeping
- Marketing strategy
- Customer relationship management
Accomplishments
Annual Operating Excellence 9 times in 12 years at Eagle
Timeline
Branch Operations Manager
Eagle Loan Company
07.2012 - 05.2023
Area District Manager
HSBC / Beneficial Finance
02.1978 - 03.2012
High School Diploma -
Ellet High School