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Pnc Bank - Operations Manager Ii Vice President Resume Example

Zoe Jenkins
XXXXX XXXXXXX XXX, Strongsville, OH 44149

7 Years Collections and Operations Management Experience Building Postive Relationships

Operations Analysis Quality Management

Communication Highly Competitive

Operations Manager II - Vice President Jun 2010Present PNC Bank Brecksville, OH Managed various collection teams working accounts ranging in levels of deliquency up to charge off.  Additionally, managed teams that handled the foreclosure and short sale processes.
Led the performance and quality of up to 8 direct reports and 50 indirect reports.
Coached and developed leaders to work in a high risk, fast paced enviornment focused on collaboration with business partners throughout default and PNC such as reporting and system partners.
Worked closely with internal and external regulation groups including the OCC, CFPB, in house and outside counsel, and compliance teams.
Oversee efforts to manage external vendors who handled many items for us throughout our processes.
Collaborated with direct manager and peers to develop capactiy planning strategies and manage to department budget.
Created and helped drive implementation of new manager roles to assist in driving change management throughout default.
Exceeded Expectations on each annual review while in this role based on high performance and exceptional strategic approach to managing each business unit.
Operations Supervisor - Officer Jul 2007May 2010 PNC Bank Brecksville, OH

Directly supervised various collections groups who managed accounts throughout several level of delinquency.
High focus on employee development through coaching, engagement, collaboration, and accountability with teams ranging from 8-25 direct reports.
Utilized reporting metrics to drive high performance by lowering department delinquency and charge off rates.
Developed reporting used by all collection teams that allowed our teams to better strategize how to drive higher levels of performance.
Worked on several major projects to change our processes and improve overall performance.
Learned, implemented and enhanced loss mitigation products to assist customers such as loan modifications, settlements, and short sales.
Hired and assisted in training new employees.  Worked closely with training and development department to improve our training program and approach.
Enhanced skills such as project management, employee development, building metrics/reporting, quality assurance, meeting facilication, and general default and banking business knowledge.
Exceeded expectations on annual review each year while in this role through high performance to goal outcomes and people management skills.

Account Specialist Jan 2005Jun 2007 PNC Bank Brecksville, OH Held several different collector roles managing accounts ranging from 1 day past due through charge off into recovery.
Utilized automated and manual dialer strategies to reach customers in order to resolve their delinquency and handle complex account situations.
Worked with peers and leadership to exceed monthly team and individual collection goals.
Exceeded expectations on performance reviews each year while in these various roles for high performance and excellent teamwork.
Developed strong negotiation and customer service skills.
Enhanced technical skill routinely using microsoft office tools to organize work and bank computer systems to manage workflow and handle accounts.
Maintenance Department Dec 2002Feb 2005 Boykin Management Company Cleveland, OH
Jun 2001 Padua Franciscan High School Parma, OH
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This is a real resume for a Operations Manager II Vice President in Strongsville, Ohio with experience working for such companies as Pnc Bank, Boykin Management Company. This is one of the hundreds of Operations Manager II Vice President resumes available on our site for free. Use these resumes as templates to get help creating the best Operations Manager II Vice President resume.

Previous Companies:

  • PNC Bank
  • Boykin Management Company

Previous Job Positions:

  • Operations Manager II Vice President
  • Operations Supervisor Officer
  • Account Specialist
  • Maintenance Department


  • Padua Franciscan High School

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