Lisa West
South Kingstown,RI
Summary
Accomplished business operations manager with 33 years of experience in a leading New England bank. Expertise in deposit account operations, legal case processing, and senior management. Proven ability to implement process improvements that enhance efficiency and customer satisfaction. Recognized for managing complex teams and achieving optimal outcomes in dynamic environments.
Overview
37
37
years of professional experience
Work History
Senior Operations Manager
Citizens Bank
Johnston, Rhode Island
08.1988 - 07.2025
- Managed daily operations of processing teams to ensure efficient workflow.
- Supervised staff training and development to enhance team performance.
- Implemented process improvements to streamline operations and reduce delays.
- Monitored compliance with company policies and regulatory standards.
- Developed and maintained standard operating procedures and key performance indicators for processing operations.
- Reviewed performance metrics to identify opportunities for process optimization.
- Evaluated existing systems, identified gaps, and developed strategies for improvement.
- Monitored, evaluated and reviewed daily employee performance data and production targets for high-volume processing work.
- Implemented automated tools and technologies to streamline workflows.
- Ensured compliance with applicable regulations related to processing operations.
- Provided technical support during system upgrades or maintenance activities.
- Resolved escalated customer inquiries & issues in a timely manner.
- Created and updated financial reports on frequent basis to present information to leadership teams.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
Skills
- Process optimization
- Team management
- Compliance monitoring
- Training development
- Workflow automation
- Performance analysis
- Quality assurance
- Performance management
- Collaboration and teamwork
- Effective communication
- Problem solving
References
References available upon request.
Timeline
Senior Operations Manager
Citizens Bank
08.1988 - 07.2025