Sequena Brown

Highly accomplished professional with 16+ years of extensive experience in banking and financial services, driving operational excellence, customer satisfaction, and employee engagement. Expert in cost optimization, regulatory compliance, and process improvement. Strong advocate for representation, inclusion, and talent development, with a proven ability to build high-performing teams. Combines strategic vision with operational expertise to adapt quickly and foster inclusive, high-impact work environments.

Cost Optimization & Operational Efficiency

• Drove $3M in annual savings by transitioning operations to Manila, restructuring teams, consolidating applications, and centralizing support functions through Center of Excellence partnerships.
• Led the migration of COAL and Retirement Service Centers to the Case Management Tool (CMT), decommissioning legacy systems and consolidating CES tracking into a single, streamlined platform.
• Integrated the ATM Service Center into CES, creating operational synergies between the ATM Service Center and ATM Monitoring Group (ATM).
• Optimized service center operations by adjusting hours of operation, achieving a 6 FTE reduction and aligning support with business partner needs.
• Automated critical reporting processes (ATM, CMT, Branch Call Dashboards), saving 15+ hours per cycle and enabling more efficient, data-driven decision-making.
  

Process Improvement

• Led a cross-functional initiative between the ATM Service Center and AMG, implementing a dynamic workforce strategy that sustained service levels and exceeded internal client satisfaction targets for the year.
• Reduced CARE complaints by 30% by redefining complaint parameters and streamlining resolution workflows.
• Standardized scorecards across all 5 Service Centers, driving continuous productivity improvements year over year.
• Achieved an 8% annual reduction in ATM volume through process enhancements, including automated queue tagging, streamlined escalations, and improved vendor visibility to reduce duplication. Reallocated FTE savings into business operations to optimize resource utilization.
• Reduced CTO escalation volume by 39% through effective cross-functional collaboration, and developed a framework for CES demand elimination, improving reporting accuracy and partner accountability.

Leadership and Employee Development

• Recognized for achieving a 100% EOS Manager Effectiveness score for 2 consecutive years
• Rated a 94% on the EOS employee engagement index
• Banker Support Employee Engagement priority owner; responsible for doubling BRG enrollment by30% and National Sales Culture Council participation
• Increased coaching interactions between team leaders and advisors by 13% through the Coaching Behaviors Dashboard rollout.
• Revamped the training program to support an 80% increase in new hires across 3 sites, from previous year. Streamlined access requests to a single SharePoint form, established a SME training program and increased the cadence of the curriculum review process.

• Columbus Market Black Leadership Forum
• Columbus Market Development Programs, Volunteer Advisor 2024
• Executive Sponsor- JETPACK!, 2021-2023
• Chase BRG's- BOLD, WIN, NextGen and PRIDE
• CTO DEI Co-Chair 2021-2023
• CCB Ops DEI Council member 2021-2023
• VP Academy Participant 2019
• Rising Stars 2018 Graduate
• American Banker Association, Back Office- Diversity Lead 2022-2023