Ryan Elkin
McKinney
Summary
Talented top-performing Operations Manager and analytical problem-solver with 12+ years of experience in operational management, program development, and customer relationship management. Dedicated to creating winning culture environments by building, managing and developing diverse high-performing teams. Proficient in using independent decision-making abilities, sound judgment, and strong leadership skills to enhance operational efficiencies that result in long term sustainable growth.
Overview
1
1
Certification
15
15
years of professional experience
Work History
VP - Global Corporate Banking Client Service
JP Morgan & Chase
Plano, TX
04.2023 - Current
- Lead high-performing client service teams supporting complex Commercial Banking and Treasury Services relationships, driving operational excellence and exceptional client experiences.
- Partner with senior leaders and cross-functional stakeholders to influence business strategy, lead organizational change, and successfully implement enterprise-wide initiatives.
- Develop and execute strategic initiatives that improve service delivery, streamline operations, and enhance organizational performance through continuous process improvement.
- Champion innovation by implementing automation, digital solutions, and AI-enabled capabilities to modernize client service delivery and improve operational efficiency.
- Build trusted partnerships across Operations, Product, Technology, Sales, and Risk to deliver client-centric solutions and achieve enterprise strategic objectives.
AVP, U.S. Fraud Operations Management
BMO Harris Bank
Brookfield, WI
04.2022 - Current
- Manage and direct 52+ Fraud Analysts and multiple fraud operations teams to identify, prevent, investigate, and mitigate fraudulent activity.
- Collaborate with key internal partners to resolve issues regarding operating systems, application software and system management tools to distill complex concepts into pragmatic and simplified solutions.
- Partner closely with Executive Leadership Team to deliver business strategy on development and implementation of new preventative fraud risk processes to improve operational efficiency and extenuate fraud exposure.
- Develop and monitor risk tolerance metrics, perform in-depth root cause analysis, and present performance findings to key stakeholders.
- Recommend process and procedural improvements for internal audits to strengthen fraud risk controls and resolve remediation projects adhering to regulatory compliance.
AVP, Customer Experience & Executive Resolution
BMO Harris Bank
Remote
02.2020 - 04.2022
- Built high performing team consisted of 36+ elite subject matter experts who resolved Retail, Private, Premier, Small Business, Commercial, Credit, and Digital banking cross functional customer escalations.
- Led day-to-day customer experience operations for large scale call center, implemented long term strategic plans, growth maps, key performance indicators, employee targets, and legal correspondence.
- Collaborated with various internal Branch, Digital and Contact Center Senior Leadership partners to resolve initiatives, revise processes and procedures, identify training gaps and implement job aids to increase customer loyalty, bank primacy, and shared wallet.
- Translated data insights to key stakeholders to remove customer satisfaction barriers, drive customer channel engagement, and provide strategic actions plans to increase customer growth and likelihood to recommend products and services.
- Resolved complex executive level customer complaints fielded from the Better Business Bureau, Ombudsman, and Consumer Financial Protection Bureau.
Manager - Personal & Business Banking
BMO Harris Bank
Brookfield, WI
08.2017 - 02.2020
- Managed 25+ direct reports and supported 250+ Retail, Small Business, Credit, and Lending Call Center associates with strategic sales techniques, everyday banking products, and customer experience needs.
- Led business initiatives for recruitment, training, coaching, professional development, subject matter expert support, performance management, and retention.
- Developed business strategy for daily performance management metrics, NPS customer surveys, Qualtrics feedback analytics, cost analysis, and company leading sales results.
- Managed ongoing new hire training, onboarding performance plans, customer conversations workshops, and end-to end effortless customer experience employee framework.
- Implemented monthly managerial audits to ensure employees adhered to regulatory compliance policies, standards and processes for banking activities.
Senior Associate - Private and Premier Banking
BMO Harris Bank
Brookfield, WI
02.2011 - 08.2017
- Achieved 96% NPS customer satisfaction rating through proactive one-contact resolution of customer issues.
- Applied consultative sales approach to understand customer needs and recommend relevant banking products and services.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Education
Bachelor Of Science - Econometrics And Quantitative Economics
University of Wisconsin - Oshkosh
05-2009
Skills
- Operations Management
- Program Development
- Strategic Business Planning
- Project Management
- Analytical Skills
- Risk Analysis
- Customer Relationship Management
- Sales Management
- System Implementation
- Problem-Solving
- Employee Engagement
- Verbal and Written Communication
- Diversity, Equity and Inclusion
Accomplishments
- BMO Harris Annual Best of the Best Leadership Award - 2019 & 2021
- BMO Harris Top Performing Leader Award - 2019
- BMO Premier Banking Sales Award
- BMO Harris Private Banking Spotlight Award
Volunteer Work
- United Way of Greater Milwaukee - Senior Ambassador (12+ Yrs)
- Milwaukee United Performing Arts Fund - Senior Facilitator (11+ Yrs)
- Boys & Girls Club of Greater Milwaukee - Seasonal Ambassador
- American Heart Association Fund - Engagement Captain
- Junior Achievement - Community Financial Teacher
Affiliations
BMO NACCC Co-Chair: Diversity, Equity, and Inclusion
- Created a 3-year Strategic DE&I Plan including emphasis on recruitment, internal mobility, career pathing, professional leadership development, employee engagement, succession planning and hosting several community outreach events.
BMO Black Professional Network
- Engagement and Awareness Officer
Certification
Human Resource Certification Institute (HRCI)
- Certificate in D&I in HR Management - Culture, Engagement, and Leadership
Timeline
VP - Global Corporate Banking Client Service
JP Morgan & Chase
04.2023 - Current
AVP, U.S. Fraud Operations Management
BMO Harris Bank
04.2022 - Current
AVP, Customer Experience & Executive Resolution
BMO Harris Bank
02.2020 - 04.2022
Manager - Personal & Business Banking
BMO Harris Bank
08.2017 - 02.2020
Senior Associate - Private and Premier Banking
BMO Harris Bank
02.2011 - 08.2017
Bachelor Of Science - Econometrics And Quantitative Economics
University of Wisconsin - Oshkosh