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Kem Tonge
Banker (Operations Manager)
Ffrye's Estate,St. Mary's Parish
Price is what you pay. Value is what you get.
Warren Buffett
Summary
Seasoned Operations Manager and talented leader with over 30 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. Bringing solid understanding of industry trends, excellent communication skills, and talent for spotting areas needing improvement and implementing changes strategically.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Operations/Card Services Manager
Caribbean Union Bank
06.2006 - 02.2024
- Ensured the effective functioning of the Bank by providing general direction and supervision to the Operations and Card Services departments of the Bank and assisting the Executive Management team in executing the mandate of the Board of Directors
- Managed the daily operations of the Bank and continuously devised strategies to accomplish greater operational efficiencies in the bank's operations and card services
- aid in accomplishing the annual financial and non-financial goals of the Bank as outlined in the Balance Scorecard
- Part of the Executive Management team that steered a new bank to profitability after only five years in an over-banked industry
- Helped to steer through the crushing economic recession of 2008 to 2011
- Spearheaded initiatives to expand product offerings, driving increased revenue and market share.
- Recruited, hired, and trained initial personnel, working to establish vital internal functions and outline the scope of positions for the new organisation.
- Established positive and effective communication among unit staff and organisation leadership, reducing miscommunications and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Interacted well with customers to build connections and nurture relationships.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Identified and resolved unauthorised, unsafe, or ineffective practices.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Managed budgets effectively, consistently delivering projects on time and within financial constraints.
- Oversaw daily operations at multiple branches, ensuring consistency in service standards across all locations.
- Reduced operational losses year-on-year
- Collaborated with cross-functional teams to develop comprehensive marketing strategies for new products and promotions.
- Managed a high-performing team, fostering a collaborative environment and mentoring junior staff members.
- Played a crucial role in organisational restructuring efforts to improve efficiency levels while maintaining optimal staffing ratios.
- Implemented risk management strategies to minimise potential losses and maintain compliance with industry regulations.
Administrator, Customer Service
Global Bank
03.2003 - 05.2003
- Support Management in the administration of the Bank's customer service operations and ensure that staff under the direct administration of the incumbent provides a high standard of customer service and perform their duties in accordance with established procedures, paying particular attention to the Bank's Money Laundering deterrence Programme, the various policies, procedures and guidelines by which the bank operates
- In this post, I helped to cut losses from erroneous wire transfer processing to zero by adopting new procedures and training employees
Senior Customer Service Officer
Global Bank
12.2002 - 04.2003
- Provide support to the Administrator Customer Service in the administration of the Bank's customer service operation, ensuring that staff under the direct supervision of the incumbent provides a high standard of customer service and perform their duties in accordance with the established operational procedures, paying particular attention to the Bank's Money Laundering Deterrence Programme, the various policies, procedures and guidelines by which the Bank operates
- Developed several new policies and procedures that improved customer service and operations
Bank Administration Manager
Swiss American Bank
01.2000 - 12.2002
- Managed customer service and operations at Head Office and two branches
- Supervised over 30 employees
- Developed and implemented several training programmes, policies and procedures that improved performance and profitability
Senior Branch Administration Officer
Swiss American Bank
01.1997 - 01.2000
- Key responsibility for the operating functions of the bank
- Training co-ordinator
- Supervised twenty two staff on a daily basis
Officer-in-Charge, Customer Service
Swiss American Bank
01.1995 - 01.1996
- Administration for Current Accounts, Foreign Trade and Treasury Departments
- Supervised staff
Officer-in-Charge of Foreign Business
Swiss American Bank
01.1994 - 01.1995
- General responsibility for the day to day operations of the department
- Trained and coached staff
Assistant Officer in Charge of Foreign Business
Swiss American Bank
01.1992 - 01.1995
- Assisted the Supervisor with managing the department.
- executed the bank trade finance activities, including letters of credit, bills for collection, guarantees and indemnities.
- Handled administrative requirements, maintained records and submitted operational reports.
General Clerk
Swiss American Bank
01.1989 - 01.1992
- Provide support to all departments as a Relief Officer for Tellers, Customer Service Representative and Utility Clerk
Teacher
Ministry of Education
01.1987 - 01.1989
- Taught Forms I to III
- Maintained accurate records of student progress, attendance, and behaviour to facilitate ongoing communication with parents about their child's educational journey.
Education
Secondary School - CXC passes
01.1987
7 CXC subjects
Skills
- Transaction monitoring
- Payment Processing
- IT Infrastructure
- Incident Management
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
Certification
The London School of Economics and Political Science
- MBA Essentials Online Certificate
2024
Caribbean Institute of CGovernance
- A.C.C.
2024
- C. Dir.
2019
Accomplishments
- Certificate of Participation in Anti Money Laundering, Fraud and Terrorism (IT)
- Certificate of Participation in Anti Money Laundering, Fraud and Terrorism (FATCA)
- Certificate of Participation in Anti Money Laundering, Fraud and Terrorism (Willful Blindness)
- Certificate of Participation in Anti Money Laundering, Fraud and Terrorism (Whistleblowing Policy)
- Certificate of Participation in Anti Money Laundering, Fraud and Terrorism (Financial Fraud)
- Certificate of Participation in Anti Money Laundering, Fraud and Terrorism (customer Due Diligence)
- Certificate of Participation in ECCU Repo Facility
- Certificate of Attendance in Risk Management
- Certificate of Training in Key Performance Indicators for Financial Institutions
- Certificate of Training in Credit Appraisal
- Certificate of Training in Loans Portfolio Administration and Management Course
- Certificate of Training in BKE to RMA (Swift)
- Certificate of Participation in OSFI's Banking/ Insurance Workshop
- Certificate of Training in Treasury Management Brokers
- Certificate of Participation in ACAMS
- Certificate of Participation in Money Laundering Alert-Creating Compliance Culture
- Certificate of Participation in Money Laundering Alert-Monitoring Accounts
- Certificate of Participation in Money Laundering Alert-Enhance Due Diligence
- Certificate of Participation in Money Laundering Alert-KYC
- Certificate of Participation in Motivational Development
- Certificate of Participation in VISA Seminar
- Certificate of Attendance to Leadership Development Seminar
- Certificate of Participation in Electronic Banking
Training
- Computer Science
- Courses in Supervisory Skills
- Training in Customer Relations
Public Speaking
Much sought-after speaker at church and community events.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Contract WorkGig WorkFull TimeWork Location
HybridImportant To Me
Company CultureWork-life balanceCareer advancementInterests
Exercising
Timeline
Operations/Card Services Manager - Caribbean Union Bank
06.2006 - 02.2024
Administrator, Customer Service - Global Bank
03.2003 - 05.2003
Senior Customer Service Officer - Global Bank
12.2002 - 04.2003
Bank Administration Manager - Swiss American Bank
01.2000 - 12.2002
Senior Branch Administration Officer - Swiss American Bank
01.1997 - 01.2000
Officer-in-Charge, Customer Service - Swiss American Bank
01.1995 - 01.1996
Officer-in-Charge of Foreign Business - Swiss American Bank
01.1994 - 01.1995
Assistant Officer in Charge of Foreign Business - Swiss American Bank
01.1992 - 01.1995
General Clerk - Swiss American Bank
01.1989 - 01.1992
Teacher - Ministry of Education
01.1987 - 01.1989
JENNINGS SECONDARY SCHOOL - Secondary School, CXC passes
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