JENNY ZUNIGA
Chicago
Summary
Experienced and results-driven banking professional with over 15 years in retail and operational management, including more than a decade of leadership in high-volume, compliance-driven environments. Proven track record in risk mitigation, team supervision, regulatory adherence, and client relationship development. Adept at managing cross-functional initiatives, resolving complex issues, and driving operational efficiency. Seeking to leverage this expertise into a Banking Operations Manager role, with a focus on strategic execution, internal controls, and regulatory alignment.
Overview
19
19
years of professional experience
Work History
Regional Operations Manager/Control and Oversight Specialist
BMO Bank
Chicago, IL
04.2021 - Current
- Provide critical operational, compliance, and risk management support to the Private Bank and its regional operations to ensure alignment with regulatory requirements, strategic objectives, and client needs
- Serve as a key contact for resolving client escalations and addressing operational concerns
- Conduct risk assessments and ongoing monitoring to ensure compliance with internal and external regulations
- Advise management on risk mitigation strategies and regulatory compliance best practices
- Recommend and help implement data-driven solutions to enhance business performance
- Assist in the development and execution of strategic plans and initiatives
- Identify emerging industry trends and regulatory shifts to inform business decisions
- Manage relationships with internal and external stakeholders, including regulatory bodies
- Track progress on strategic initiatives, reporting on key milestones and deliverables
- Ensure alignment across departments to support effective implementation of bank policies and directives
- Maintain accurate compliance documentation and oversee regulatory filings
- Supervise daily, monthly, and ad hoc transaction monitoring in accordance with compliance guidelines
- Oversee the upkeep of directives, policies, and operational procedures
- Act as a subject matter expert on business applications and process optimization tools
- Design and deliver reports, dashboards, and compliance findings to support decision-making
- Lead or support change management and communication efforts related to policy, process, or technology updates
- Provide operational and administrative support including account processing, compliance filing, and client servicing
- Drive continuous improvement initiatives to streamline workflow and enhance service delivery
- Uphold high standards of data governance, client confidentiality, and ethical compliance
Branch Manager
Byline Bank
Chicago, IL
03.2017 - 04.2021
- Lead all branch operations ensuring alignment with internal controls and regulatory requirements
- Maintained a zero-audit issue record in 2017 through proactive compliance measures
- Cultivate business relationships with new customers as well as deepen relationships with existing customers
- Personally handle all complex customer issues with professionalism sound judgement and decision making
- Collaborate with Regional Management on setting and tracking monthly goals aligned with organizational priorities
- Mentor and develop branch staff in customer service, compliance, and performance improvement
- Monitor daily branch activities for fraud risk, ensuring adherence to KYC/AML standards
- Responsible for compliance with Banking Center standards set forth by senior management
- Responsible for ensuring Banking Center standards and policies are fully enforced and documented
Branch Manager
U.S. Bank
Chicago, IL
09.2014 - 03.2017
- Recognize and anticipate the needs of the branch to meet budget goals and comply with all banking laws and regulations
- Actively coach, lead and motivate employees, directing them to effectively identify the financial needs of customers
- Expand the branch’s customer base and branch profitability
- Well-developed leadership skills
- Oversaw daily operations and compliance, meeting regulatory and audit standards
- Directed team coaching and performance to support client needs and cross-functional efficiency
- Grew customer base and branch profitability by implementing meaningful process improvements and building strong client relationships
- Managed complex situations with strong decision-making and risk awareness
- Ensured accurate execution of financial product delivery and operational procedures
Operations Supervisor
Bank of America
Chicago, IL
05.2007 - 02.2013
- Experience leading, managing, motivating, and developing a team, including sales associates, to meet and exceed assigned goals, within a goal based and/or results driven environment
- Assist both banker and teller associates by using in-depth policy and procedure knowledge to handle more complex transactions and issues
- In manager’s absence, I assume operational responsibility for the banking center
- Contribute to a positive team environment in the banking center through team building coaching sessions
- Proven sales record. Consistently exceed sales goals from start date and the top performer in my banking center
- Work closely and provide input to the Banking Center Manager and Assistant Manager to continually improve banking center performance and work in a fast-paced environment
- Maintain the highest level of customer service standards while consistently delighting our customers and exceeding expectations
- Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction
- Ensure banking center compliance is within federal regulations
Education
Bachelor's - Business Management
DePaul University
Chicago, ILSkills
- Regulatory Compliance & Risk Management
- Operational Oversight & Policy Adherence
- Process Improvement & Workflow Optimization
- Strategic Planning & Initiative Execution
- Internal Controls & Audit Readiness
- Data Analysis & Reporting (Dashboards, KPIs)
- Compliance Monitoring & Escalation Handling
- Documentation Management & Regulatory Filings
ADDITIONAL INFORMATION
- 10+ years of Management Experience
- 15+ years of Customer Service Experience
- 15+ years of Risk Management Experience
Timeline
Regional Operations Manager/Control and Oversight Specialist
BMO Bank
04.2021 - Current
Branch Manager
Byline Bank
03.2017 - 04.2021
Branch Manager
U.S. Bank
09.2014 - 03.2017
Operations Supervisor
Bank of America
05.2007 - 02.2013
Bachelor's - Business Management
DePaul University