DARLANE RUSSELL
Nassau
Summary
Seasoned Operations Manager and talented leader with more than 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Customer focused mindset for building and maintaining relationships. Bringing a solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
19
19
years of professional experience
Work History
Operations Manager
Sun Island Transfers Ltd. T/A SunCash
07.2022 - Current
- Oversees 17 retail stores. Consistently reviews operating policies, and recommends enhancements to strengthen operations.
- Manages KYC approvals for account holders seeking to upgrade their accounts.
- Oversees the approval of withdrawals and manages Western Union transfers in-store, and on the digital App.
- Reviews daily merchant account activity to identify potential fraud. Takes steps to mitigate any losses.
- Oversees daily chargeback investigations and reconciles monthly bank statements for chargebacks. Ensures the reconciliation is submitted on time; with documented evidence of action taken to recover losses.
- Vets all reports, statements and reconciliations produced by the Operations Department. Functions as authorized approver of customer transactions.
- Manages customer service and complaint handling within the company ensuring that matters are appropriately addressed in accordance with service level agreements (SLA’s).
- Coordinates the collections of accounts receivables, and played a pivotal role in significantly reducing the outstanding balances of sub-agents in the Family Islands.
Account Manager
Scentpression
12.2018 - 06.2022
- Communicated with clients to learn their products/services, their customers, and branding needs.
- Crafted scent solutions for clients to drive sales while enhancing perception of the brand.
- Secured high-value accounts through consultative selling.
- Answered queries and built strong client relationships that boosted sales.
Field Operations Specialist/Branch Support Officer
RBC Royal Bank (Bahamas) Ltd.
07.2013 - 08.2017
- SME on branch-related matters: Privacy, Custody Controls, Cash Management etc.
- Consistently updated the Operations Administration Guides.
- Organized internal audits; while owning external audits and post-audit activities.
- Reviewed new account files; prepared audit reports and reported on KYC breaches.
- Ensured gaps identified were acted upon, addressed, and closed.
- Provided support and coaching to employees on best practices.
- Monitored the daily STR for large and/or suspicious transactions and reported to the MLRO.
- Administered the Fraud Investigations mailbox.
Financial Reporting Officer
RBC Royal Bank (Bahamas) Ltd.
12.2011 - 07.2013
- Prepared financial and regulatory returns and submitted on time to The Central Bank of The Bahamas.
- Updated and maintained the Fixed Asset records to the FAS Asset System.
- Ensured all service invoices were approved by authorized branch officers.
- Prepared payment instruments and posted entries for vendor payments.
- Managed service level agreements between vendors and the bank.
Relief Manager, Client Care
RBC FINCO
08.2011 - 12.2011
- Performed annual Enhanced Due Diligence reviews on high-risk clients including Peps.
- Investigated patterns/suspicious activity and escalated all red flags to the MLRO.
- Performed AML risk assessments and CDD reviews and approved new accounts.
- Authorized signer for local and foreign currency drafts and wire transfers.
- Managed 8 CSR’s including the central teller and offered constructive feedback.
- Resolved customer complaints with empathy and composure.
Asst. Manager Account Service/Customer Service Support
RBC FINCO
02.2010 - 08.2011
- Designated Compliance/AML Officer; updated staff on AML/CTF policy changes.
- Performed sanctions/PEP screenings and adverse media searches on clients.
- Performed CDD and AML risk assessments and approved new personal accounts.
- Approved new account openings, foreign exchange transactions and large transactions.
- Managed and delegated tasks among three Account Service Representatives.
Management Trainee/ Relief Officer
RBC FINCO
01.2009 - 02.2010
- Relief officer for the positions: Asst. Manager, Account Service, and Asst. Manager, Client Care.
Account Service Representative
RBC FINCO
04.2006 - 01.2009
- Performed KYC on-boarding and AML risk assessments.
- Prepared local and foreign currency drafts and wire transfers.
- Balanced and posted daily foreign exchange transactions.
- Answered the telephone, took messages and directed telephone calls.
- Greeted clients warmly and owned the problem resolution process.
- Placed check book orders.
Education
Professional Development Certificate - 3-Day Compliance/Fraud Prevention Workshops
RBC Operations Management University
07.2016
ABIFS Diploma - undefined
Bahamas Institute of Financial Services
Nassau, NP08.2010
BBA Banking & Finance - Private Banking/Trust (With Credit)
The College of The Bahamas
Nassau, NP12.2004
High School Diploma - undefined
Abaco Central Secondary School
06.1998
Skills
- Proficient in building connections
- Strong attention to detail
- Analytical problem solving
- Strong verbal and written communication
- Effective time management
- AML compliance onboarding
- Driven individual
- Experienced in Microsoft Office applications
- Effective multi-tasking
- Systematic workflow coordination
- Audit process coordination
- Effective remediation techniques
Timeline
Operations Manager
Sun Island Transfers Ltd. T/A SunCash
07.2022 - Current
Account Manager
Scentpression
12.2018 - 06.2022
Field Operations Specialist/Branch Support Officer
RBC Royal Bank (Bahamas) Ltd.
07.2013 - 08.2017
Financial Reporting Officer
RBC Royal Bank (Bahamas) Ltd.
12.2011 - 07.2013
Relief Manager, Client Care
RBC FINCO
08.2011 - 12.2011
Asst. Manager Account Service/Customer Service Support
RBC FINCO
02.2010 - 08.2011
Management Trainee/ Relief Officer
RBC FINCO
01.2009 - 02.2010
Account Service Representative
RBC FINCO
04.2006 - 01.2009
ABIFS Diploma - undefined
Bahamas Institute of Financial Services
BBA Banking & Finance - Private Banking/Trust (With Credit)
The College of The Bahamas
High School Diploma - undefined
Abaco Central Secondary School
Professional Development Certificate - 3-Day Compliance/Fraud Prevention Workshops
RBC Operations Management University
References
Available Upon Request
Awards
Certificate of Appreciation, RBC Royal Bank (Bahamas) Ltd. Nassau, NP March 2017, (Offered valued contribution by locating outstanding documents required by the external auditors on a tight deadline)., Royal Performance nomination from AVP for RBC FINCO, Nassau, NP June 2015, (Closed audit notes ahead of schedule and administered peer-to-peer training)., RBC Performance Silver Award Winner, RBC FINCO, Nassau, NP September 2009, (Outstanding performance and contribution)., Dean’s Honour Roll Award, The College of The Bahamas, Nassau, NP January 2003 and April 2001, (Outstanding academic attainment).
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