Selma Abdulla
Blacklick,OH
Summary
Retail banking leader with over 15 years of progressive experience improving business processes, increasing revenue and retaining loyal clients in both consumer and business segments . Strengths include financial administration, employee development leadership, strong customer experience results and relationship management.
Overview
14
14
years of professional experience
Work History
Business Banking Center Manager-VP
PNC
Columbus , OH
06.2022 - Current
- Recruited and hired talent for operations and service delivery and managed branch offices by mentoring and cross-training new leadership as part of succession .
- Expanded market share within the region by identifying growth opportunities and establishing strategic partnerships with local businesses.
- Monitored industry trends, staying informed on regulatory changes, economic developments, and competitor activities.
- Provided expert guidance to clients on cash management solutions, credit facilities, investment options, and other banking products/services available to them.
- Developed and executed strategic plans, driving organizational growth and expansion into new markets.
- Mentored junior team members, fostering a culture of continuous learning and professional development
- Established performance metrics to measure success and drive continuous improvement initiatives across the business.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Reduced operational risks by implementing robust risk management strategies and procedures.
- Enhanced risk identification processes for early detection and mitigation of potential threats.
- Improved business processes by analyzing current practices and recommending optimization strategies.
Senior Branch Manager VP
PNC
Westerville, OH
12.2020 - 06.2022
- Assisted leadership teams with building shared beliefs and attitudes across organizational structures.
- Created action plans for region around the customer experience that helped boost results within 60 days
- Assisted established management staff with operational oversight, business development and process improvement strategies.
- Shouldered management responsibilities during absence of regional manager
- Monitored employee performance and enacted improvement plans, coordinated disciplinary actions or provided rewards.
- Identified as business advocate to encourage activity around business banking
- Created new initiative around enabling change on market level
- Managed team of 15 employees, overseeing hiring, training, and professional growth of employees
- Led projects and analyzed data to identify opportunities for improvement
- Created process around handling complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Generated new business and referral clients in partnership with financial advisors and branch team.
Senior Branch Manager
PNC Bank
Gahanna, OH
11.2019 - 12.2020
- Created new revenue streams and recruited talented staff for branch offices.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
- Created process to maintain success through pandemic
- Dual managed two branches due to shortage
- Named diversity and inclusion liaison for region
- Assessed employee performance and developed improvement plans.
- Represented bank at community events to establish strong ties and promote business.
Branch Manager
PNC
12.2018 - 11.2019
- Interviewed and hired talented individuals with top-level strengths, improving overall talent and skills set for organization
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations
- Held sales coaching sessions
- Directed team of 4 branch bankers, consistently improving performance and efficiency to maximize operational results
- Received superior customer service satisfaction scores for four consecutive quarters
- Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act
- Boosted branch sales by 50% through developing and deepening customer loyalty through incentive programs
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Gathered and reviewed customer feedback to improve operations.
Floating Branch Manager
KEMBA Financial Credit Union
12.2017 - 12.2018
- Led team of 12-15 staff members in the absence of the resident Branch manager
- Met deadlines by proactively managing individual and team tasks
- Developed prospects for new loans with 75 cold calls weekly per representative
- Engaged employees in business processes with positive motivational techniques
- Held sales coaching sessions
- Closed an average of 80-100 loans per month
- Managed branch with an average of $100,000,0 in monthly deposits
Assistant Branch Manager
KEMBA Financial Credit Union
03.2016 - 12.2017
- Supervised team of thirteen branch employees and made recommendations regarding performance evaluations
- Demonstrated knowledge of branch financial products, including loans and lines of credit
- Developed sales strategy to meet established sales objectives
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups
- Trained and developed new team members in alignment with branch service standards and objectives
- Reviewed credit applications for risk factors and credit worthiness
- Built rapport with account holders by reaching out with product recommendations and account updates
- Maximized efficiency through effective resource allocation and employee management
Customer Service Manager
Chase Bank
01.2010 - 03.2015
- Developed quality employees within the call center to take over leadership positions
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
- Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
- Provided accurate, specific and timely performance feedback for CSRs
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Succesfully filled postions monthly by conducting weekly interviews and selecting qualified candidates
Education
Associate of Arts - Business Administration
Columbus State Community College
Columbus, OH2018
Skills
- Resource management
- Relationship building and management
- Account management
- Loan application evaluation
- Process improvement
- Audit preparation
- Financial product sales
- Staff management
- Operations management
- Staff education and training
- Staff development
- Business development
- Banking
- Written and oral communication
- Strategic planning
Timeline
Business Banking Center Manager-VP
PNC
06.2022 - Current
Senior Branch Manager VP
PNC
12.2020 - 06.2022
Senior Branch Manager
PNC Bank
11.2019 - 12.2020
Branch Manager
PNC
12.2018 - 11.2019
Floating Branch Manager
KEMBA Financial Credit Union
12.2017 - 12.2018
Assistant Branch Manager
KEMBA Financial Credit Union
03.2016 - 12.2017
Customer Service Manager
Chase Bank
01.2010 - 03.2015
Associate of Arts - Business Administration
Columbus State Community College