Victoria DeGroot Kwok
South San Francisco
Summary
Dynamic operations professional with extensive experience in operational management, driving business performance and mitigating risk. Expertise in developing and implementing process improvements while fostering a collaborative environment aligned with organizational goals. Recognized for adaptability, reliability, and a strong focus on achieving targeted results, with proven proficiency in strategic planning and operational efficiency. Committed to maintaining high standards of compliance and risk assessment, ensuring exceptional internal and external customer experiences through a comprehensive understanding of policy compliance and operational controls.
Overview
24
24
years of professional experience
Work History
National Business Unit Operation & Risk Analyst, AVP
Comerica Bank
San Francisco, CA
10.2020 - Current
- Policies, Processes, and Procedures:
- Monitor and interpret policy and procedures for assigned line of business and update as required.
- Recommend ways to reduce turn times while balancing operational risk.
- Analyze and make recommendations on department policies, processes and procedures.
- Partners with the business unit(s) to ensures all processes and procedures follow policies and federal regulations.
- Participate in Committees and Special Projects as warranted.
- Management of and/or participation in large to complex sized projects related to risk and compliance.
- Work collaboratively with business units and others on the implementation of new regulations.
- Assist with all applicable escalations to review and seek approvals for customer needs to policy and procedures
- Training and Reporting:
- Educate and train business unit on risks that affect them.
- Ensure compliance training requirements are properly communicated and completed.
Regional Deposit & Operations Officer, Northern California AVP
Comerica Bank
01.2018 - 10.2020
- Deposit Officer:
- Increased the bank profitability by providing high quality customer service and assisting relationship managers in building business relationships while maintaining/protecting Comerica's business interest.
- Managed customer relations and new business development with proper operational onboarding and explanation of proper products and services to meet customer needs including cross selling solutions and aiding as a business partner liaison.
- Risk Manager:
- Managed Northern California Lending Assistants for all functions including daily scheduling coverage and vacation approval.
- Trained and provided support for all operation functions
Senior Executive Assistant to EVP, Regional Market President – Middle Market Lending
Comerica Bank
02.2017 - 01.2018
- Provide administrative and project support to Bank President and Market President, including proactive calendar management, agenda and meeting minute’s preparation, and presentation management.
- Calendar coordination of leadership meetings, domestic and international travel, building facilities tasks for both employees and office floor management.
- Serve as a Project Consultant; Assist in planning and coordination for profit and nonprofit events, hosting high profile guest speakers within proposed budget. Coordinate and manage venue, invitation, catering, entertainment, transportation, and accommodations.
- Consultant in sales prospect management- consisting of gathering fresh ideas to obtain new prospects and all aspects of data management, productivity and usage week over week to attain higher sales effectiveness and revenue. Responsible for tracking and reporting.
Financial Center Manager/ Regional Operations Consultant
Bank of America N.A
San Francisco, CA
01.2008 - 02.2017
- Management of sales and service staff daily operational tasks and sales goals. Achieved top tier sales and service goals in the region for six consecutive months.
- Plan and conduct all staff meetings, conference calls and branch functions.
- Contributed heavily to projects related to operational excellence for entire district. Preparation and management of all internal and corporate audits. Lead weekly audit calls to update regulatory compliance on report findings including sharing audit findings and best practices.
- Responsible for onboarding of new management associates and bank staff; including teaching of customer service metrics, gala initiatives, and overall staff management techniques.
- Lead all San Francisco market special events and meetings for community outreach projects.
Executive Assistant (Dual role)
Bank of America N.A
06.2010 - 11.2013
- Provided administrative and project support for the regional manager and three market managers. Duties included heavy calendar management, agenda and meeting minute preparation, presentation management, invoicing/expense management, and travel coordination.
- Effective meeting planning and support for four market managers and the thirteen Financial Center Managers.
- Successful coordination of two bi-annual district wide sales team conferences for over 150 attendees
- Held role of Financial Center Manager while acting as Executive Assistant.
Operations Manager
Citibank West FSB
San Mateo, CA
11.2001 - 01.2008
- Execute financial, operational, and regulatory audits in the field for individual banking centers and their teams.
- Reviewed data samples and tested individuals to minimize regulatory risk and maintain company strategy and vision consistent among different offices.
- Oversaw all daily operation bank functions including but not limited to- cash handling, sensitive documentation reconciliation, facilities management, and employee management.
Education
Bachelor of Science Degree - Computer Networking and Communications
DeVry University
Fremont, CA10-2003
Skills
- Third-party software
- Proficient in Microsoft Office Suite
- Database management software proficiency
- Business professionalism
- Coordinating teams and ancillary personnel of 35
- Strong interpersonal and communication skills
- Resilience in high-pressure situations
- Excellent multitasking, organization, and time management skills
- Operational risk
- Risk mitigation
- Team management
- Complaint handling
- Team coaching
- Product knowledge
- Continuous improvement
- Problem-solving
Timeline
National Business Unit Operation & Risk Analyst, AVP
Comerica Bank
10.2020 - Current
Regional Deposit & Operations Officer, Northern California AVP
Comerica Bank
01.2018 - 10.2020
Senior Executive Assistant to EVP, Regional Market President – Middle Market Lending
Comerica Bank
02.2017 - 01.2018
Executive Assistant (Dual role)
Bank of America N.A
06.2010 - 11.2013
Financial Center Manager/ Regional Operations Consultant
Bank of America N.A
01.2008 - 02.2017
Operations Manager
Citibank West FSB
11.2001 - 01.2008
Bachelor of Science Degree - Computer Networking and Communications
DeVry University