Lilian S.

WORK HISTORY

EDUCATION

ABOUT LILIAN S.

I am a dynamic and people-centered operations leader in the Equipment Finance industry, currently serving as Director of Operations for Customer Service & Premier within First Citizens Bank’s Equipment Finance division. With a passion for elevating customer experience, I lead customer-facing servicing teams while driving digital transformation initiatives that blend intelligent automation, human connection, and operational excellence.I began my career in operations and servicing within the airline industry, where I developed a strong foundation in customer care, service culture, and process discipline. In 2014, I transitioned into the banking and equipment finance sector, where I have had the opportunity to grow into progressive leadership roles focused on transforming service delivery, strengthening operational performance, and supporting the evolving needs of customers and business partners.Throughout my journey, I have been committed to modernizing how organizations serve customers by championing workflow enhancements, data-informed decision-making, and simplified processes that reduce friction and empower teams. I believe that technology should make work smarter, not harder, and that people must always remain at the heart of transformation.As an active contributor in the industry, I have served on the ELFA Innovation Lab Committee and have led interactive sessions on the future of work, customer experience transformation, and the role of talent, culture, and technology in shaping what comes next. I also developed the N.I.C.E. framework (Notice, Interact, Care, Execute), a leadership and service philosophy designed to strengthen culture, elevate engagement, and improve customer outcomes.Recognized as a collaborative partner, mentor, and culture advocate, I am passionate about developing talent, simplifying complexity, and creating environments where people feel valued, supported, and inspired to grow. I am deeply interested in technology innovation and AI, and I continue to expand my AI aptitude to prepare for the future of customer experience and operational excellence.I am originally from Brazil, I enjoy traveling around the world, and when I’m not planning my next trip, I enjoy the Sunshine State in Florida, spending time with family, and supporting my husband on his Ironman pursuit.