Lisa O'Connell
Management Professional
Somerset,MA
Summary
Motivating, confident, hands-on leader with years of progressive leadership experience including over 15 years of Banking and Financial Institution experience in positions of increasing responsibility and scope. Adept at coaching teams confidently, ensuring operations align with action plans and customer experience metrics and an apt communicator, using interpersonal acumen, critical thinking skills and problem-solving aptitude to meet client needs and maintain seamless operations. Ability to forge and sustain strong client and colleague bonds, demonstrating a commitment to fostering trust-based relationships, and dedicated to delivering a first-class experience to customers. Human resources professional with extensive background in developing and executing HR strategies that align with business objectives. Known for strong focus on team collaboration and achieving results through effective talent management and employee development. Reliable and adaptable, possessing key skills in organizational development and performance management, ensuring productive and cohesive workforce.
Overview
19
19
years of professional experience
Work History
Operations/Human Resources Manager
11 Compliance Consulting
Swansea, MA
10.2021 - Current
- Create and update policies and procedures as outlined in the Employee Handbook and develop standalone policies including COVID-19, PTO/Vacation, Time Keeping, Onboarding, and implemented 401(k)/Medical/Dental
- Primary contact to 10 employees with day-to-day HR questions and requirements such as direct deposit, payroll, work related injuries, benefits, etc.
- Responsible for payroll and timekeeping duties for all hourly and salaried employees
- Created the company culture and implemented Diversity and Inclusion training for all employees
- Coordinate and assist with employee relations issues such as PFMLA, leave of absence, conflict management, pay discrepancies, etc. that may arise
- Implemented monthly team building activities and quarterly goal meetings to increase employee engagement and retention
- Assists in the administration, development, and implementation of department programs, policies, and practices including SOP's, work instructions, and job aids for all company tasks and procedures
- Create budgets and ensure all operations are carried out in an appropriate cost-efficient way
- Responsible for the reconciliation of 5 company accounts and invoicing 25+ clients per month
- Work closely with the management team to ensure all operational, administrative, and compliance functions within the Company are being properly executed in accordance with regulatory-based best practices
- Utilize MasterControl software to house all documentation and iSolved Payroll Software for employee payroll
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Collaborated with executive leadership to align HR initiatives with overall business goals and objectives.
- Streamlined HR processes for increased efficiency, reducing paperwork and manual tasks through automation.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Developed comprehensive onboarding programs to facilitate smooth integration of new employees into the organization.
Branch Manager
Santander
12.2020 - 07.2021
- Team leader focused on increasing team and individual performance levels to ensure employee and client success
- Developed a culture within the branch where quality and continuous improvement on all performance accountabilities are understood and utilized by all team members
- Meet twice daily to review sales and operational goals and secure team members' commitment, and a second meeting to discuss points of both pride and progress, as well as develop the next day's plans
- Adhered to relevant protocols, laws, regulations, and best practices when carrying out daily functions, always working with the client and Bank's best interests
- Coordinated cash management processes within the Center, review cash orders and shipments, delegate Teller line activities to Assistant Manager and act as an overall operational leader
- Used time management skills to handle tasks diverse in complexity and scope
Vice President; Financial Center Manager
Bank Of America
03.2013 - 12.2020
- Acted as a business owner and team leader, assessing team and individual performance levels to ensure achievement of strategic objectives for a team of 12
- Developed and enhanced schedules and workflows based on skill levels and areas of operational need
- Partner cross-functionally with Small Business, Mortgage, Financial Solution, and Relationship Advisors/Managers each week to discuss pipelines and shared objectives, holding one another accountable
- Oversee Center lobby to warmly welcome clients and direct them to the person or department they are seeking
- Delivered full-scale client solutions based on their needs, seeking to resolve their concerns independently or across departments, coaching other Associates to work collaboratively as well
- Examined monthly and quarterly goals to report on areas in which the team is thriving and others where room for improvement exists; use this to craft and finalize a strategic plan used to surpass sales objectives
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
Assistant Manager
Bank Of America
03.2012 - 03.2013
- Swiftly adapted in an ever-evolving work environment, using coaching acumen to guide others and coordinate operations for the Financial Center, always maintaining accuracy and quality
- Mentored Center colleagues to ensure delivery of a flawless client experience
- Directed the Financial Center in full during Financial Center Manager
- Maintained daily compliance with standards, closely observing and guiding coworkers in how to sharpen and refine their customer service, operations, transaction accuracy and client engagement skills
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Facilitated team-building activities, enhancing team cohesion and morale.
Personal Banker
Bank Of America
03.2009 - 03.2012
- Astutely noted the needs of each client and pair them with matching solutions, partnering with experts as needed to offer clients the most holistic services possible and cement lasting relationships with them in the process
- Garnered a detailed snapshot of all clients' financial priorities and introduced them to viable, long-term solutions
- Joined with the Financial Center Manager in a team setting to achieve sales goals, also excelling independently in this regard, and exceeded sales goals over 150% each quarter during tenure as a Personal Banker
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Promoted financial products by maintaining excellent service offering knowledge.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Cross-sold bank products and services to meet customer needs and provide options.
Teller
Bank Of America
07.2006 - 03.2009
- Processed transactions accurately and in a timely fashion, instilling a sense of confidence amongst clients to help them feel comfortable entrusting the Bank with catering to their fiscal needs
- Advocated ardently for clients that visited Financial Centers, offering solutions to each based on their testimonies
Education
Business Management courses - Business Management
Roger Williams University
Bristol, RISkills
- Customer Service
- Employee Success
- Operations Management
- Strategic Business Planning
- Process Redesign/Improvement
- Team Development
- Regulatory Compliance
- Community Outreach
- Customer Engagement
- Organizational Development
- Microsoft Office Suite
- Policy Writing
Career Overview
Motivating, confident, hands-on leader with years of progressive leadership experience including over 15 years of Banking and Financial Institution experience in positions of increasing responsibility and scope. Adept at coaching teams confidently, ensuring operations align with action plans and customer experience metrics and an apt communicator, using interpersonal acumen, critical thinking skills and problem-solving aptitude to meet client needs and maintain seamless operations. Ability to forge and sustain strong client and colleague bonds, demonstrating a commitment to fostering trust-based relationships, and dedicated to delivering a first-class experience to customers.
Timeline
Operations/Human Resources Manager
11 Compliance Consulting
10.2021 - Current
Branch Manager
Santander
12.2020 - 07.2021
Vice President; Financial Center Manager
Bank Of America
03.2013 - 12.2020
Assistant Manager
Bank Of America
03.2012 - 03.2013
Personal Banker
Bank Of America
03.2009 - 03.2012
Teller
Bank Of America
07.2006 - 03.2009
Business Management courses - Business Management
Roger Williams University
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