Summary
Overview
Work History
Education
Skills
Additional Information - Professional Licenses
Timeline
Generic

Shaakira Martin

Newark,DE

Summary

SENIOR LEVEL OPERATIONS MANAGER Accomplished senior-level executive with proven success in balancing operational efficiencies and driving business growth. Demonstrated ability to build and lead a high-performance team to support company objectives, while maintaining customer satisfaction at all levels. Results driven with excellent verbal, written, and interpersonal communication skills. Outstanding analytical skills with great attention to detail and accuracy. Ability to manage complexity prioritizes tasks, delegate and execute in a fast-paced environment. Proven ability to exercise confidentiality of highly sensitive information. Visionary leader with proven track record in steering organizations toward success through strategic planning and effective management. Skilled in building cohesive teams, driving innovation, and enhancing operational efficiency to achieve business objectives. Demonstrated ability to transform challenges into opportunities, resulting in significant impact on company growth and profitability.

Overview

21
21
years of professional experience

Work History

SVP TTS Global Client Operations

CITIBANK
New Castle, DE
07.2022 - Current
  • Ensures integration and effectiveness of operational processes across the organization
  • Responsible for final outcomes, planning, budgeting, policy creation, and making a substantial contribution to the growth and future strategy of the department
  • Conducts business data analysis to identify solutions for moderate to complex problems to improve overall client experience
  • Makes certain that the operations organization is developing and putting into place procedures that are in line with the objectives and business strategy for the client & stakeholder
  • Oversight of management team and staff
  • Supports revenue generation and develops business plans, policies, and procedures to meet the bottom line
  • Assesses risk in decision-making, ensuring compliance with laws and regulations while safeguarding the firm’s reputation and assets

VP CCB Product Implementations Client

CITIBANK
New Castle, DE
04.2021 - 07.2022
  • Develop strategy and prepares, maintains project plans outlining deliverables, milestones, critical path items/actions, and submits clear and concise activity/progress reports
  • Responsible for reducing the war on aging and cycle times
  • Subject Matter Expert; coordinating all related internal and external project related activities
  • Partner with functional teams to identify and escalate critical issues for resolution
  • Manage regular communication for portfolio of projects in NAM/CCB and serve as escalation point for key client and internal stakeholders
  • Able to identify and plan for resolution and mitigation of risk and issues
  • Ensure total client satisfaction within VOC: Implement client objectives within standard guidelines and timeframes
  • Onboard US Cash Management products for CCB Clients and multi-product clients with leadership responsibility on entire project
  • Ensure client expectations are managed and client is satisfied during the implementation phase including seamless transition over to Service, Operations, and Help Desk

Loan Operations Manager

CITIBANK
New Castle, DE
01.2020 - 04.2021
  • Providing day-to-day management of the Private bank Loan Ops area which may include booking cash transactions and making payments, inputting general ledger entries and (complex) calculations
  • Develops and exercises business plans, policies and procedures, and demonstrates an ability to lead projects, offer innovative solutions and cost saving opportunities
  • Responsible for volume, quality, timeliness and delivery of complex deliverables often related, but not limited to loan agency processes
  • Manages all training and developmental needs, and is actively involved in the recruitment of new hires and hiring decisions
  • Defines, develops, implements and tracks appropriate margin related KPIs and SLAs for the group
  • Evaluates team(s) performance and involved in determining pay increases, promotions, terminations, etc
  • Conduct discovery and due diligence activities with clients to meet their needs
  • Full management responsibility of one or more teams – directs team members in accomplishing their tasks to meet daily/weekly/monthly targets

Operations Manager VP

JPMorgan Chase
Newark, DE
01.2017 - 11.2019
  • Interacted with internal and external clients on title, ownership, and decedent requests, while ensuring that all documentation was accurate
  • Developed expert level knowledge of relevant work systems, procedures, and policies
  • Acted as a risk manager for the company through ongoing assessments of ticket requests
  • Focused on client opportunities by generating ideas and insights based on an understanding of client needs in order to increase engagement and loyalty
  • Worked cross-functionally with other teams to drive issue resolution and solve complex problems to improve quality and service
  • Managed performance reviews, along with training and development of employees

VP Retail Branch Manager

M&T Bank
Middletown, DE
11.2014 - 01.2017
  • Directed sales, client servicing and business development to ensure overall profitability
  • Spearheaded initiatives to increase the company's visibility in the community by participating in business developments to acquire and grow new and existing consumer relationships in order to attain annual company goals
  • Leveraged knowledge of loan products, Maintained compliance with lending, government, and underwriting requirements
  • Demonstrated excellent follow through with borrowers, underwriters, and loan processing team throughout the entire application process
  • Monitoring timely receipt of current and adequate financial statements and ensuring accuracy of financial statement monitoring system
  • Maintained the required knowledge of products, services, policies and procedures, laws and regulations and other compliance requirements that pertained to deposits and lending functions
  • Facilitated employee development, coaching and training; performed personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment
  • Oversaw daily check scanning, vault settlement, and ATM settlement, deposits, and ensured compliance with opening/closing branch procedures
  • Handled customer service issues, questions, and new accounts
  • Processed Commercial loans up to 250k

VP Branch Operations Manager

WSFS Bank
DE
08.2012 - 11.2014
  • Managed the branch in order to increase deposits, loan revenues, and overall bank profitability
  • Maintained responsibility for operational compliance within the branch including, but not limited to, teller cash accounts, certifications, reports, CTR filing, suspicious activity reporting, elder abuse reporting, KYC remediation, and staff adherence to company policies and procedures
  • Implemented marketing strategies and planned events to enhance new and existing business opportunities
  • Work with Relationship Managers and Credit Policy Officers to assess credit opportunities, identify key risks, and structure alternatives
  • Work directly with RMs to obtain all necessary financial statements and transaction information in order to analyze credit requests
  • Recognized sales opportunities for banking products and services, and cross-selling; developed employees in order to maximize selling and service skills through consistent coaching, feedback, and staff motivation
  • Ensured staff had access to relevant training and development opportunities; prepared monthly schedules, managed PTO, conducted performance reviews, and initiated corrective actions plans
  • Administered control over the daily functions of the branch including budgeting, profitability management, and critical operational duties to ensure compliance

Service Manager

Wells Fargo Bank
Greenville, DE
01.2008 - 08.2012
  • Handled relationship management activities with new and existing customers to grow sales; Opened new accounts and educated customer on products and services
  • Managed retail sales, acquired and/or expanded and retained client relationships to generate revenue and deepen wallet share, greater market share, and profitability
  • Built an effective network of internal and external relationships to actively acquire new clients in the community
  • Developed and trained new/existing team members thru daily observations, performance reviews, and coaching
  • Managed risk/return of customers; oversaw all bank operations and the overall success of the branch

Collection Manager

Cag Corp
Chadds Ford, PA
01.2004 - 12.2007
  • Managed a team of collectors on past due commercial loans; handled escalated calls, call monitoring, as well as skip tracing, fast data, and account lookups
  • Ensured that revenue from debtors was collected properly and within the allotted time frame
  • Evaluated delinquent customer accounts, pulled credit reports, handled escalated delinquent accounts, and managed the flow of the collections department, in addition to ensuring all staff adhered to policies and procedures of the organization
  • Approved and processed payment arrangements, as well as scheduled repossessions

Education

Computer Security & Networking

Wilmington University

Skills

  • Coaching and Mentoring
  • Operations
  • Project Management
  • Cross-Functional Collaboration
  • Global Client Service
  • Treasury management
  • Corporate communications
  • Staff development
  • Strategic goals
  • Operations management
  • Process improvements
  • Strategic leadership

Additional Information - Professional Licenses

  • Series 99
  • Delaware Life and Health
  • CIP/AML/KYC Remediation
  • NMLS (S.A.F.E Act)

Timeline

SVP TTS Global Client Operations

CITIBANK
07.2022 - Current

VP CCB Product Implementations Client

CITIBANK
04.2021 - 07.2022

Loan Operations Manager

CITIBANK
01.2020 - 04.2021

Operations Manager VP

JPMorgan Chase
01.2017 - 11.2019

VP Retail Branch Manager

M&T Bank
11.2014 - 01.2017

VP Branch Operations Manager

WSFS Bank
08.2012 - 11.2014

Service Manager

Wells Fargo Bank
01.2008 - 08.2012

Collection Manager

Cag Corp
01.2004 - 12.2007

Computer Security & Networking

Wilmington University

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Shaakira Martin