Liliana Arce
Highlands,USA
Summary
Dynamic retail banking leader with a strong track record in driving sales and enhancing customer experiences. Expertise in team development, operational excellence, and compliance management, ensuring alignment with regulatory standards while fostering a collaborative and accountable work culture.
Overview
16
16
years of professional experience
Work History
Store Manager, VP
TD Bank, NA
New York, USA
01.2023 - Current
- Lead all aspects of branch operations, sales performance, and customer experience for high-volume retail banking location
- Drive business growth by achieving sales, deposit, lending and customer acquisition goals while strengthening existing client relationships.
- Oversee branch profitability, operational excellence, audit readiness, cash controls, and security procedures.
- Managed, coached and developed team of banking professionals, fostering accountability, collaboration and continuous improvement.
- Analyze business performance metrics and implement action plans to improve productivity, customer satisfaction and succession planning.
- Ensure compliance with TD Bank policies, regulatory requirements, operational procedures, and risk management standards.
- Build strong partnerships with small business, Wealth, Mortgage and commercial banking teams to deliver professionalism while maintaining TD Bank's Legendary customer experience standards
- Led community outreach and business development initiatives, expanding branch market presence and deepening customer relationships.
Sales and Service Manager, AVP
TD Bank, NA
New York, USA
01.2016 - 01.2023
- Developed a deposit base of $850MM. Supervise a branch with 10K teller transactions per month.
- Managed staff of 8; coached and trained new employees in line with bank policies and procedures.
- Led by example, coaching team members to enhance customer service through needs-based conversations.
- Coached the team to constantly achieve LEI in the store.
- Ensure team members complete their required LMS training.
- Scheduled staffing platform to optimize employee shifts. according with FTE and manage personal time off (PTO)
- Collaborated with store manager to meet store and individual performance metrics.
Store Supervisor
TD Bank, NA
New York, USA
01.2011 - 01.2016
- Supervised, coached, and mentored tellers and platform staff, reinforcing positive practices and aiding in staff development planning.
- Monitored sales performance to ensure achievement of team goals.
- Monitored LEI performance to ensure consistent metric attainment.
Education
Bachelor's Degree -
Baruch College
New York, NYAssociate's Degree -
Borough of Manhattan Community College
New York, NYSkills
- Sales performance
- Customer acquisition
- Branch profitability
- Performance metrics
- Risk assessment
- Risk mitigation
- Compliance management
- Leadership
- Bilingual
Timeline
Store Manager, VP
TD Bank, NA
01.2023 - Current
Sales and Service Manager, AVP
TD Bank, NA
01.2016 - 01.2023
Store Supervisor
TD Bank, NA
01.2011 - 01.2016
Bachelor's Degree -
Baruch College
Associate's Degree -
Borough of Manhattan Community College