Kya Roberts
Wilmington,DE
Summary
Dynamic and results-driven professional with over two decades of leadership experience in operations, change management, and strategic development. Seeking a senior leadership role to leverage extensive expertise in driving operational excellence, fostering innovation, and spearheading transformative initiatives in a progressive organization.
Overview
17
17
years of professional experience
Work History
AVP- Card Services Operations Manager
WSFS Bank
10.2022 - Current
- Engineered and executed strategic initiatives focusing on automation, optimizing operational workflows, and enhancing delivery transformation, resulting in a 90% increase in overall efficiency.
- Led cross-functional teams in the implementation of automation technologies, driving process optimization and enabling delivery transformation initiatives.
- Managed Card Services department, overseeing Electronic Funds (EFT), Credit Card, Home Equity Line of Credit (HELOC) and Gift Card transactions.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
AVP- Quality Assurance Manager
WSFS Bank
01.2022 - 09.2022
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Revamped quality assurance protocols through strategic leadership, resulting in a 25% improvement in call center performance metrics.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
Retail Training Manager
Bryn Mawr Trust Bank
01.2019 - 12.2021
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Designed and implemented comprehensive training programs, resulting in a 25% increase in product knowledge and sales effectiveness among retail staff.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Directed training programs and development paths for Branch personnel.
Underwriting Manager
Sallie Mae
04.2018 - 12.2018
- Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
- Developed and implemented underwriting policies and procedures, establishing useful and accurate processing of applications.
- Ensured compliance with regulatory requirements, relevant laws and industry best practices.
- Spearheaded change management initiatives, improving credit evaluation methods and accuracy by 15% within six months
Loan Processing Manager
Wells Fargo & Company
08.2015 - 03.2018
- Developed and maintained relationships with customers, appraisers, title companies and other third parties.
- Cultivated relationships with clients, ensuring a smooth processing experience, and fostering long-term partnerships with Broker's.
- Demonstrated strategic thinking in streamlining internal processes, leading to a 20% reduction in application processing time.
- Adapted to regulatory changes, guiding the team through procedural modifications, utilizing effective communication and leadership abilities.
Branch Manager III
Citizens Bank
10.2011 - 07.2015
- Complied with regulatory guidelines and requirements.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Analyzed performance indicators, identifying areas for improvement and implementing strategies to enhance branch performance.
- Developed strategic plans for day-to-day financial operations.
Store Manager
Wells Fargo & Company
02.2009 - 09.2011
- Utilized strategic leadership to manage a high-performing team, achieving branch goals and maintaining strong customer relationships.
- Effectively communicated with customers and resolved issues, ensuring high levels of satisfaction and compliance.
- Complied with regulatory guidelines and requirements.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Overseeing the operations of multiple branches, ranging from a store of 5 team members to a store of 25 team members.
Retail Sales & Service Coach
Wells Fargo & Company
07.2007 - 01.2009
- Provided coaching and training, improving customer service skills and product knowledge among the branch team, employing effective communication.
- Adapted training programs to align with changing market demands, utilizing strategic thinking and problem-solving.
- Cultivated relationships with team members, fostering a collaborative environment for continuous learning and development, utilizing relationship-building skills.
- Demonstrated strategic thinking by identifying opportunities for process improvement, leading to a 15% increase in overall branch efficiency.
Education
Associate of Science - Business Administration
Delaware County Community College
Media, PABachelor of Science - Business Administration
Wilmington University
New Castle, DE08.2024
MBA - Human Resources Management
Wilmington University
New Castle, DE06.2025
Skills
Leadership
Strategic Thinking
Communication
Problem-solving
Relationship Building
Team Management
Financial Acumen
Change Management
Decision-making
Innovation
Associations:
Co-Chair BOLD Resource Group - Current
The mission of the WSFS Black Organization for Leadership & Development (BOLD) is to provide our members opportunities for advancement, increased engagement, collaboration, and community building that will positively impact WSFS objectives and shareholder value.
Committee Chair - Financial Literacy Feb 2019 - Dec 2021
Led the initiatives aimed at promoting literacy among individuals and communities. Raising awareness about the importance of financial literacy and implemented impactful initiatives such as workshops seminars and educational resources.
Timeline
AVP- Card Services Operations Manager
WSFS Bank
10.2022 - Current
AVP- Quality Assurance Manager
WSFS Bank
01.2022 - 09.2022
Retail Training Manager
Bryn Mawr Trust Bank
01.2019 - 12.2021
Underwriting Manager
Sallie Mae
04.2018 - 12.2018
Loan Processing Manager
Wells Fargo & Company
08.2015 - 03.2018
Branch Manager III
Citizens Bank
10.2011 - 07.2015
Store Manager
Wells Fargo & Company
02.2009 - 09.2011
Retail Sales & Service Coach
Wells Fargo & Company
07.2007 - 01.2009
Associate of Science - Business Administration
Delaware County Community College
Bachelor of Science - Business Administration
Wilmington University
MBA - Human Resources Management
Wilmington University
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