Retail Banking Branch Operations Leader

HANSRAJI HEERALAL

• Branch Operations

• Risk Management & Mitigation

• Client Relationship Management

• Sales Forecasting & Budgeting

Metuchen, NJ 08840 718-***-**** ***************@*****.***

• Team Leadership & Coaching

• Regulatory Compliance & Auditing

• Portfolio & Revenue Growth

• Cross-Channel Customer Experience

January 2025 – May 2026

• Spearheaded branch performance across individual and team metrics to consistently exceed quarterly financial targets.

• Recruited, onboarded, and trained a high-performing banking team, driving talent retention and career development.

• Accelerated revenue growth and customer retention through strategic, proactive relationship building and localized client acquisition.

• Delivered custom financial solutions to diverse retail clients, effectively expanding portfolio value and deepening account relationships.

• Controlled operational and business risks by implementing strict audit controls and ensuring absolute alignment with banking policy.

• Optimized customer experience across digital, telephone, and face-to-face branches to maximize service satisfaction scores.

May 2015 – August 2024

• Directed daily branch activities, continuously managing strict adherence to Federal/State regulatory procedures and operational controls.

• Formulated sales forecasts, managed budgets, and established clear KPIs to aggressively maximize storefront profitability.

• Executed people management strategies, overseeing hiring, compensation recommendations, and disciplinary resolution workflows.

• Managed a structured coaching rhythm, performing 5 monthly observations and 1 performance review per staff member to reach sales benchmarks.

• Conducted detailed monthly audits and compliance reporting to maintain zero operational infractions. Results-driven Retail Banking Leader with over 26 years of line leadership and branch management experience across top-tier US financial institutions. Proven track record of maximizing branch performance, accelerating revenue growth, and building high-performing, compliant teams. Expert in high-net-worth client acquisition, multi- channel customer experience management, and mitigating operational risk within highly regulated banking environments.

CORE COMPETENCIES

PROFESSIONAL SUMMARY

PROFESSIONAL EXPERIENCE

ASSISTANT BRANCH MANAGER — PNC Avenel, NJ

ASSISTANT STORE MANAGER — TD Bank Metuchen, NJ

HEAD TELLER — Citi Bank Fort Lee, NJ

BUSINESS TELLER — Citi Bank Fort Lee, NJ

ASSISTANT BRANCH MANAGER — Citi Bank Edison, NJ

• Operational Excellence Award – Citi Bank (2008)

• CitiStar Performance Award – Citi Bank (2002, 2004) CRM & Banking Software: Salesforce, myTime

Productivity Suites: Microsoft Excel, PowerPoint, Word, Outlook, Adobe Acrobat, iCalendar November 2006 – December 2014

• Elevated branch scorecard to 113% of goal as of July 2014, earning a #7 ranking (1st Quartile) for exceptional sales and operational balance.

• Partnered with the Branch Manager to direct large-scale daily banking activities and ensure a secure financial environment.

• Supervised and motivated employees through hands-on coaching, translating corporate sales quotas into achievable team milestones.

• Audited financial reports monthly to track operational health, identify systemic errors, and resolve vulnerabilities early.

April 2004 – April 2006

• Executedsophisticatedfinancialtransactions in direct alignment with strict corporate risk parameters and internal controls.

• Researched, audited, and resolved internal teller cash balance differences to secure banking floor accuracy.

• Mentored and onboarded entry-level tellers on core systems, banking regulations, and premium customer resolution techniques.

February 2000 – April 2004

• Managedcorporateclientaccounts,responding tohigh-value inquiries and processing complex transactional deposits.

• Proactively converted walk-in transactions into retail product referrals by effectively analyzing client financial needs.

• Enforced strict risk protocol regarding customer verification, cash handling, and anti-fraud guidelines to protect bank assets.

AWARDS

TECHNICAL SKILLS

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