Elizabeth Bickel

About Elizabeth Bickel

I am a retail banking leader with 15+ years of experience leading branch network and call center to deliver growth, efficiency, and exceptional customer experience. My passion is building high performing teams with the digital skills that help clients achieve greater financial wellness. I\'ve spent my career connecting people, process, and technology to create meaningful client experiences and stronger financial results.I combine strategic thinking with hands-on execution- equally comfortable in the boardroom setting direction as I am rolling up my sleeves in branch to coach, solve problems and execute the plan. With deep knowledge of operations, customer experience, compliance, and digital banking, I bridge strategy and execution to deliver measurable outcomes – stronger revenue, more efficient service delivery, and higher employee engagement. My ability to translate complex technology into practical solutions that bankers and clients can embrace sets me apart. I’m an advocate for digital transformation in banking, but I’m also a believer that technology must be paired with authentic human connection. Driven, adaptable, and solutions oriented, I bring curiosity, integrity and genuine love of helping people succeed – whether that’s my team, my peers or our clients.

Experience

1. VP, Retail Operations Manager

   Westfield Bank

   Dec 2021 — Present · OH, US

   Lead Operations for all retail banking branches across Northeast Ohio, overseeing performance, compliance and customer experience for a $500M retail book of business with 30 retail employees within a $2B institution. • Manage and develop a leadership team including Universal Bankers, Retail Managers, Retail Trainer, and Customer Resource Center Manager, building a culture of accountability and engagement. 96% respondents in employee engagement survey are “proud to work at Westfield Bank.”• Drive branch network performance by setting sales and service goals, implementing metrics and leveraging technology to improve efficiency and client experience. • Oversee talent management for the retail network, including recruitment, selection, onboarding, and training. Built a robust internal promotion pipeline, increasing leadership bench strength.• Spearhead digital transformation initiatives boosting mobile and online banking enrollment 10%, and improving mobile deposit adoption 20%.• Resolve escalated client issues, manage the bank’s compliments and complaints program and strengthen customer trust through timely and transparent service. • Collaborate with IT, compliance, and security to align retail operations with enterprise technology strategy and regulatory requirements, contributing to zero audit findings in annual reviews. • Direct operational projects, audits, and vendor relationships to improve branch efficiency, reduce risk, and optimize partnerships.

Education

• University of Wisconsin-Madison

  Digital Banking School

• Kent State University

  M.Ed

• Ashland University

  B.A., Psychology

Skills

• Customer Service
• Retail Banking
• Internal Audit
• Microsoft Office
• Sales
• Regulatory Compliance
• Branch Management
• Relationship Building