Lily Chan

VP Branch Manager @JPMorganChase

Successfully opened two new locations.• Successfully launched the first Lead Teller Operations Specialist role in Silicon Valley Market.• Actively identify, coach, develop, motivate and support employees to provide excellent service to every customer.• Developing each employee of my team to his/her fullest potential thru open communication, empowerment, feedback and career planning. Team turnover attributed to numerous promotions. • Ability to forecast scheduling and staffing needs to ensure adequate staff is on hand to support customers in our currently evolving market. While maintaining company staffing requirements.• Ability to demonstrate leadership skills and show coach for employees.• Setting clear expectations with employees as it pertains to service, operations and sales.• Managing critical operational metrics to minimize risks and losses. • Strong working knowledge and application of branch operations and policies.• Ensuring that branch employees comply with polices and procedures and regulatory banking requirements.• Successfully passed audit. • Strong communication skills, analytical problem solving, and decision-making skills to effectively uncover and resolve complex customer and employee issues. • Finding creative solutions to everyday challenges. • Monitoring progress of branch and track results for operations and sales. • Develop forecasts, financial objectives and business plans based on monthly P&L statements.• Work closely with team on sales techniques, tips and benefits to ensure month over month growth in multiple metrics.• Integrate changes in economic situations into banking products and services.• Ability to improve revenues, expenses and grow the business, while exceeding customer expectations.• Recognized and awarded for medaling in customer service 4 quarters in a row.• Recognized for exemplary customer service, employee satisfaction and positive growth two years in a row.