Michael J. Casey
Raleigh
Summary
Dynamic Branch Operations Manager with a proven track record, excelling in compliance management and team leadership. Recognized for enhancing customer satisfaction and driving sales performance through effective staff training and community engagement. Adept at fostering strong customer relationships and achieving operational excellence.
Overview
19
19
years of professional experience
Work History
Branch Operations Manager / AVP
First Bank
01.2023 - Current
- Oversaw daily branch operations and ensured compliance with banking regulations.
- Managed staff scheduling and training to enhance team performance and service quality.
- Developed and implemented operational policies to streamline branch processes.
- Collaborated with senior management to align branch goals with organizational objectives.
- Conducted regular audits of branch procedures to maintain accuracy and security.
- Analyzed operational data to identify areas for improvement and implement solutions.
- Managed inventory levels of cash, supplies, and other resources.
- Supervised daily activities of tellers, loan officers, and other personnel.
- Monitored staff performance and provided feedback.
- Coached staff on policies, procedures and performance strategies.
- Performed routine audits of branch operations to identify areas for improvement.
- Ensured compliance with banking regulations and policies.
- Implemented new operational procedures to enhance customer experience.
- Managed branch files per recordkeeping and compliance requirements.
Financial Center Manager / Vice President
Fifth Third Bank Inc.
01.2022 - 01.2023
- Managed daily operations of financial center to ensure smooth service delivery.
- Trained and mentored staff on customer service standards and banking procedures.
- Developed strategies to enhance customer satisfaction and improve branch performance.
- Facilitated team meetings to discuss goals, share updates, and address challenges.
- Evaluated staff performance through regular assessments and feedback sessions.
- Resolved customer complaints in a timely manner while maintaining a high level of professionalism.
- Evaluated employee performance against established goals and objectives.
- Developed and led performance-oriented team dedicated to accomplishing sales and service objectives.
- Conducted performance reviews for branch personnel in order to assess individual contributions and provide feedback on areas requiring further development.
- Managed the daily operations of a financial center, including staffing, customer service, sales and marketing activities.
Branch Manager Senior / Vice President
First National Bank
01.2021 - 01.2022
- Led daily branch operations and ensured compliance with banking regulations.
- Managed staff schedules and provided training to new employees.
- Oversaw customer service initiatives to improve client satisfaction.
- Fostered community relationships through outreach programs and events.
- Managed staff scheduling, hiring and training processes.
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Conducted regular performance reviews for all employees in the branch.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Planned work schedules to maintain adequate staffing levels.
- Resolved escalated customer complaints in a timely manner.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Facilitated weekly meetings with staff members to discuss progress on current initiatives.
- Participated in community events to promote brand awareness.
Senior Branch Manager / AVP
PNC Bank, NA
01.2015 - 01.2021
- Championed the Diversity and Inclusion initiative.
- Recognized as Carolina’s market leader for outbound calls, appointment setting, and branch client engagement and regional leader in equity and consumer lending, as well as business development.
- Awarded the Bronze Presidential Service Award 2017.
- Managed daily operations of branch to ensure smooth customer service.
- Led team in implementing strategic sales initiatives for increased client engagement.
- Trained and mentored staff on banking procedures and customer interaction techniques.
- Oversaw compliance with regulations and policies in all branch activities.
- Developed and maintained relationships with clients to foster loyalty and retention.
- Facilitated regular team meetings to promote communication and collaboration among staff.
- Generated leads and improved sales conversions.
- Participated in community events and activities aimed at promoting the bank's image.
- Oversaw the daily activities of branch personnel, ensuring that all tasks were completed on time and accurately.
- Scheduled staffing levels according to anticipated demand for services.
Branch Manager IV / Bank Officer
SunTrust Bank
01.2007 - 01.2015
- Awarded the Bronze Presidential Service Award 2012.
- Mentored low-performing branch leaders, coached teammates on best practices, and observed changes through weekly discussions and onsite visits leading to increased client satisfaction and sales results.
- Managed onboarding project by designing and implementing regional onboarding program with targeted training, coaching, and career development improving employee retention by 66%.
- Awarded Branch Certification for being top 1% in company sales and service output, Mid-Atlantic Exemplary Leadership Ranking, and Mid-Atlantic Lending Leader.
Education
High School Diploma -
Youngsville High School
PA06-1998
Skills
- Microsoft Office Suite
- CRM: Salesforce
- CRM: Oracle
- Moni
- Team leadership
- Compliance management
- Staff training
- Performance evaluation
- Community engagement
- Attention to details
- Compliance reporting
- Employee development
- Sales management
- Sales expertise
- Business development expertise
- Branch operations management
- Excellent communication skills
- Customer relationships
Awards
- Bronze Presidential Service Award, 2017
- Bronze Presidential Service Award, 2012
Nmls Number
1313448
References
References available upon request.
Timeline
Branch Operations Manager / AVP
First Bank
01.2023 - Current
Financial Center Manager / Vice President
Fifth Third Bank Inc.
01.2022 - 01.2023
Branch Manager Senior / Vice President
First National Bank
01.2021 - 01.2022
Senior Branch Manager / AVP
PNC Bank, NA
01.2015 - 01.2021
Branch Manager IV / Bank Officer
SunTrust Bank
01.2007 - 01.2015
High School Diploma -
Youngsville High School