Paula Goncalves

AVP, Branch Manager

Santander Bank Us

06.2014 - 07.2025

Managed projects efficiently, ensuring timely delivery and high-quality results.
Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
Developed and maintained strong relationships with clients, resulting in increased business opportunities.
Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
Established policies and procedures that improved operational efficiency within the organization.
Enhanced team productivity by providing training and mentorship to junior staff members.
Increased revenue by developing targeted sales strategies tailored to specific customer segments.
Collaborated with VPs in order to grow business partners through prospecting, clients and follow-up activities.
Oversaw talent acquisition efforts, selecting top candidates who contributed significantly to organizational success.
Led initiatives focused on employee engagement, resulting in higher retention rates and improved workplace morale.
Assisted in recruiting, hiring and training of team members.
Trained and guided team members to maintain high productivity and performance metrics.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.