MANUEL SANTIAGO
Fort Lauderdale,FL
Summary
Dynamic and reliable financial professional with 30 years of retail banking, customer service and operational experience. Most recently, a branch manager with a track record of driving sales and boosting company morale. Skilled in developing and grooming exceptional bank personnel. Strong focus on staff relations and teamwork. Hands-on, client- oriented banking professional who implements creative strategies and is dedicated to continuous improvement. Part of the Mentor program supporting many employees in the market. Constantly revamping my outlook and views to the way we approach new situations in order to adapt and change trends in the workforce, environments to better succeed and create a productive team.
Overview
33
33
years of professional experience
Work History
Branch Banking Center Assistance Manager
PNC Bank
Pompano Beach, FL
11.2023 - Current
- Ensured compliance with regulatory requirements and industry standards.
- Led a team of seven employees, ensuring high productivity and excellent customer service.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Established relationships with key customers to foster loyalty and repeat business opportunities.
- Managed daily operations of the branch, including staffing, scheduling, and training.
- Coached staff on product knowledge, sales techniques, and customer service standards.
- Built relationships with new and existing customers by personally interviewing to identify needs and preferences and delivered products and services that fit customer perfectly.
- Managed overall branch performance, conducted sales activities in large geographical territory, developed deep customer base and cultivated highest customer satisfaction ratings.
Branch Manager
JPMORGAN CHASE BANK
Bronx, NY
04.2018 - 10.2022
- Multi site banking center manager overseeing a staff of employees over two locations with a total deposit of $225mm. In addition worked with a team of expects (Loan Officer,Business,Relationship Banker and Financial Advisor ) to create a plan for the year to achieve the financial centers goals.
- Leadership,coaching,staff development and consistent behavior to help achieve the financial goals of our clients and banking centers with a exceptional detail to consumer and small business services.
- Achieve 85% or higher with client experience satisfaction over the last four years by providing a world class service by leveraging key employees sharing new technology such as mobile banking, online banking, tablet usage, merchant service,quick pay, zelle and so much more to help our clients with there everyday needs.
- Strong community and small business relationship by getting to know the needs and proactively looking for new ways to help or be apart of.
- Outstanding sale numbers by having a plan for the day and helping all branch personal maximum their days.
- 30 years of experience to enforced branch compliance with audit and regulatory procedures.
Branch Manager
JPMORGAN CHASE
Bronx, NY
04.2012 - 05.2018
- Implemented corporate culture through reinforcement of quality service and teamwork.
- Established retail and commercial business through expansion, retention, and development strategies.
- Stayed abreast of products and services, promotions and other company initiatives.
- Built strong rapport with new and existing clients to better serve there financial needs and promote branch loyalty.
Branch Manager
JPMORGAN CHASE BANK
Bronx, NY
06.2006 - 04.2012
- Developed the annual branch business plan for maximum profitability and effectiveness, achieving top tier 1 racking multiple times.
- Managed the 2nd largest branch in the district (W Square), achieving high customer satisfaction rates.
- Expertly grew liability book by $ 25 million.
- Enforced branch compliance with audit and regulatory procedures.
- Actively recruited and oversaw training for all new branch employees.
- Managed 8 sales personnel, 3 line partners implementing all performance behaviors and action plans.
Assistant Manager
JPMORGAN CHASE BANK
Bronx, NY
06.2001 - 06.2006
- Communicated and implemented new ideas and strategies to improve sales, marketing, and staff development.
- Drove deposit growth by promoting bank products and services to obtain objectives.
- Coached tellers and sales staff to manage to branch's performance priorities and processed sales referrals, resulting in 20% branch sales increase.
- Adhered to JPMorgan Chase heavily regulated security and audit procedures, resulting in continuous passing grades.
- Used strong probing, communication, analytical, problem solving and decision-making skills to effectively uncover and resolve complex customer and employee issues resulting in district highest customer service scores and low employee turnover.
Operations Manager
JPMorgan Chase
New York, NY
03.1999 - 06.2001
Branch Service Representative
JPMorgan Chase
04.1996 - 04.1999
Teller
JP MORGAN CHASE
New York
01.1992 - 04.1996
Education
FINANCE - BUSINESS ADMINISTRATION
Baruch College
Skills
- Cross-Selling And Upselling Acquiring New Customers
- Adaptable To Changing Conditions Branch Operations Management
- Customer Service
- Portfolio management retention and growth
- Coaching and Mentoring
Accomplishments
National Achiever Award Winner for sales and service.
2009,2010,2013 and 2015
Languages
Spanish
Professional
Timeline
Branch Banking Center Assistance Manager
PNC Bank
11.2023 - Current
Branch Manager
JPMORGAN CHASE BANK
04.2018 - 10.2022
Branch Manager
JPMORGAN CHASE
04.2012 - 05.2018
Branch Manager
JPMORGAN CHASE BANK
06.2006 - 04.2012
Assistant Manager
JPMORGAN CHASE BANK
06.2001 - 06.2006
Operations Manager
JPMorgan Chase
03.1999 - 06.2001
Branch Service Representative
JPMorgan Chase
04.1996 - 04.1999
Teller
JP MORGAN CHASE
01.1992 - 04.1996
FINANCE - BUSINESS ADMINISTRATION
Baruch College
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