Operations Manager Financial Services
Resume:
With over ** years of experience in banking, I am a proven leader in enhancing customer
satisfaction and streamlining processes across multiple banks in El Salvador. My expertise in problem-solving and strategic partnerships drives exceptional operational efficiency. I am dedicated to achieving excellence, consistently meeting deadlines, and addressing complex challenges while ensuring compliance and maintaining superior performance. Work History
Banco de Desarrollo de la Republica de El Salvador (BANDESAL), San Salvador
(January 2023 – December 2024)
Operations Manager
Managed 40 people in three teams: Loans and Guarantees Operations, Trust Funds Operations, and Collections. I ensured the proper functioning of the bank's first and second-tier products, including loans, loan guarantees, trust fund administration, and digital channels. I was responsible for authorizing disbursement funds for approved loans and other monetary transactions required by the bank’s business, payrolls, and payments to suppliers. I also ensured compliance with regulations and monitored operational indicators and reports to be presented to the Board of Directors. Additionally, I defined and updated operational processes and controls to optimize the bank's resources.
Banco Azul de El Salvador, S.A., San Salvador
(October 2019 – December 2022)
Head of Debit and Credit Cards
I led and supervised a high-performing team responsible for the end-to-end management of credit and debit card operations. Oversaw the issuance, delivery, and process optimization of credit and debit cards, ensuring the accuracy and timeliness of all transactions. Maintained and controlled records across transactional and accounting systems, ensuring full compliance and proper reconciliation, and maintaining and controlling the correct functioning of the fraud risk rules. Handled and resolved complex disputes and claims, ensuring a seamless customer experience in compliance with VISA rules and regulations, national laws, bylaws, and other supervisor entities' regulations, and acted as the primary representative of Banco Azul at the Salvadoran National Banking Association, contributing to developing industry best practices and driving key initiatives related to card operations.
Banco Hipotecario De El Salvador, San Salvador
(May 2018 – September 2019)
International Banking Services Supervisor
I was responsible for verifying and authorizing international transfer operations and import/export/standby letters of credit operations according to the ICC regulations and SWIFT messaging standards, ensuring compliance with national laws and regulations. Managed credit lines granted by international institutions and advised clients and sales teams on international banking services. Prepared and sent daily reports required by Banco Central de Reserva. Banco de Fomento Agropecuario, San Salvador
(October 2012 – January 2018)
Assistant Manager of Products and Services / Head of Debit Cards and Customer Service I led a team of 25 professionals in five areas: Debit Cards, International Operations, Digital Channels, Customer Service, and Loans Insurance. We successfully launched new products that improved the bank’s offerings. I built strategic partnerships, streamlined operations, and initiated cost-saving measures to increase profits. I improved electronic services using data insights from online banking, ATMs, and telebanking. I was the main contact for regulatory bodies, resolved customer complaints, and maintained high service standards. I also established training programs and promoted a culture of compliance. I managed the Annual Business Plan for Debit Card campaigns and worked on enhancements to meet customer needs. I created partnerships for our loyalty program and collaborated with branches to improve the debit card experience. I developed rules for debit card management to ensure quick access to information and launched training programs to boost staff skills and improve customer service. I analyzed feedback to provide insights that increased customer satisfaction.
Contact
Address
Sunrise, Florida, 33322
Phone
***************@*****.***
https://sv.linkedin.com/in/jose-
rodriguez-985152ab
Skills
• Human Resources & Team
Leadership: Experienced in
managing and developing high-
performing teams, overseeing
payroll, and ensuring
compliance with HR policies.
Skilled in talent management,
performance evaluation, and
fostering a productive work
environment.
• Strategic Planning: Collaborate
with senior management to
devise financial strategies that
enhance the bank’s
performance while ensuring
compliance with industry
standards.
• Customer Service & Problem-
Solving: Strong focus on
enhancing customer satisfaction
through effective problem-
solving strategies.
• Detail-Oriented: Highly
attentive to accuracy and
precision in financial
transactions, compliance, and
operational oversight, ensuring
efficiency and error-free
execution.
• Interpersonal Communication &
Strategic Partnerships: Excellent
communication skills, fostering
strong relationships and
strategic partnerships.
Jose Rodriguez
Banco HSBC Salvadoreño, S.A., San Salvador
(July 2002 – September 2012)
Head of Credit and Debit Cards Operations / Coordinator of International Trade Operations I managed credit and debit card operations, emphasizing efficiency and quality. I led a strong operations team and the cards call center, creating a results-driven environment. I supported key projects, authorized transactions for compliance and accuracy, and ensured reliable, secure processing. I oversaw the timely settlement of local and international interchange and handled customer disputes to improve satisfaction and trust. I advised clients on foreign trade operations like letters of credit and collaborated with the bank sales team to enhance performance. As the main contact for correspondent banks, I managed letters of credit professionally. I reviewed and approved transactions to ensure compliance and provided key performance data to support decision-making.
Accomplishments
• Led the reorganization of the Operations Department at Banco de Desarrollo de la República de El Salvador.
• Directed the migration to contactless cards at Banco Azul and implemented strategic alliances with Ria and MoneyGram at Banco de Fomento Agropecuario.
• Oversaw the successful implementation of SWIFT, chip-based debit cards, and the Banco de Fomento Agropecuario ATM network.
• Led the 2013 launch of the Banco de Fomento Agropecuario Debit Card project, driving its development and execution.
Education
BBA: Business Administration And Management
Universidad Centroamericana José Simeón Cañas (UCA - San Salvador, El Salvador)
• Policies and Procedures
Implementation: Competent in
developing and enforcing
policies to ensure operational
integrity and compliance.
• Stakeholder Engagement: Liaise
with regulatory bodies, auditors,
and other stakeholders to
ensure transparency and
compliance.
• Flexibility: Adaptable to changing
business needs, priorities, and
challenges while ensuring
efficiency, performance, and
continuous improvement.
• Languages:
Spanish
English
Contact this candidate