Thessel Browne-Francis
Trinity,St. Kitts
Summary
Dynamic professional with a proven track record at Republic Bank EC Ltd., excelling in operational efficiency and regulatory compliance. Adept at negotiating favorable contracts and implementing quality control measures, I thrive on enhancing team performance and driving strategic initiatives. My analytical skills and customer-focused approach ensure successful project outcomes and robust budget administration.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager of Buisness Support (Acting)
Republic Bank EC Ktd.
Basseterre
04.2025 - Current
- Successfully negotiated favorable contract terms with vendors through strategic discussions.
- Conducted comprehensive budget monitoring for improved cost-effectiveness.
- Oversaw annual budgeting and forecasting processes to streamline resource allocation.
- Established quality control measures aligned with company standards.
- Maintained compliance with industry regulations and internal policies at all levels.
- Formulated specific budgets for travel, training, and team-building activities efficiently.
- Generated monthly operational reports for senior management’s strategic oversight.
- Provided compliance training sessions to enhance employee understanding of regulations.
Manager of Operations (Acting)
Republic Bank EC Ltd.
Basseterre
02.2025 - 04.2025
- Spearheaded process improvement initiatives, increasing operational efficiency significantly.
- Developed and maintained operational policies and procedures to enhance productivity.
- Measured performance through KPIs and metrics to ensure alignment with objectives.
- Prepared comprehensive reports summarizing operational results against established goals.
- Motivated personnel and conducted evaluations for performance enhancement.
- Guided employees in understanding evolving customer needs and expectations.
- Directed daily operations by implementing short- and long-term strategic plans.
- Ensured compliance with industry regulations while maintaining high operational standards.
Assistant Manager Service and Support
Republic Bank (EC) Ltd.
01.2019 - 02.2024
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
- Leading the service and telling teams in alignment with Service Management disciplines (i.e., one and one coaching, daily kick offs and huddles, ensuring the consistent delivery of service promise).
- Effectively manage the team to respond to and resolve customer service inquiries and concerns across all segments.
- Leading the promotion and referral of the Bank products, services, and alternate channels.
- Managing the quality and efficiency of Branch Operations by Initiating the accounting cycle in the branch by completing 'Snaps' at various intervals BF's, periodic Business or Activity controls for compliance to policies and procedures.
- Daily Auditing of Card Wizard reports and various General ledger, Critical and Non Critical reports on DSX.
- Monitoring the interaction and commitments with various central support services.
- Monitoring and acting on deficiencies with branch premises, systems, and equipment.
- Monitoring the plan of the organization and performing the Human Resource Management functions of hiring new employees, preparation and submission of payroll, ensuring completion of AML/ATF training programs, Performance Appraisals, and cross training.
- Participating in annual profit planning cycle and preparing monthly/semiannual/annual returns.
- Maintaining control of the branch expenditures and collection of revenues in order to monitor/evaluate the Branch’s position and assist in the formulation of revised plans to achieve goals.
- Ensuring that Business Continuity Plan is in place for the branch and that the plan is maintained as per Bank’s policies and standards.
- Health and Safety Officer at the branch.
- Execute the Branch Compliance/Security responsibilities as reflected in the E Manuals (i.e., applying Know Your Customer (KYC) requirements including verifying and documenting Customer identity, sources of funds and the nature of the activity that is to be undertaken)
Manager and Business and Collateral Officer
Bank of Nova Scotia
11.2018 - 01.2019
- Provide accurate and timely support to Commercial, Corporate, Retail and Small Business channels supported by the HUB for collateral documentation management.
- Managing Risk: Meet regulatory and Bank policies and procedures for deposit services.
- Assist in the preparation of Suspicious Activity Reports and report any unusual occurrences or fraudulent activity to Supervisor/Compliance Officer.
- Work with the Management team of SIECL to provide oversight of the branch operations of SIECL’s St. Kitts and day to day operations as required including.
- Adherence to the record retention requirements and maintenance of records in accordance with the regulations of St. Christopher and Nevis.
- Manage/Escalate client complaints, claims, legal actions and regulatory reviews, examinations, and investigations to ensure they are managed effectively and in a timely manner.
- Sales practices oversight.
- General filing and administration.
- Interact with internal and external contacts and other team members in a manner that is human, straightforward, and knowledgeable.
Assistant Manager Service and Support
Bank of Nova Scotia/Republic Bank (EC) Ltd.
11.2016 - 11.2018
- Key responsibilities previously outlined in current role.
Service and Support Officer
Bank of Nova
St. Kitts
01.2012 - 01.2016
- Accepted and processed customer payments in cash, credit cards and checks, checking for validity.
- Acknowledged customer issues and resolved their problems quickly and efficiently.
- Assisted clients in understanding their available options and helped them select the right service plans for their needs.
- Emphasized the specific product features that would stand out to customers, showing them product limitations and capabilities.
- Evaluated the customers’ needs and provided service options to meet their requirements.
- Greeted customers and offered them assistance where possible.
- Reviewed documents to ensure that customers have necessary documents to onboard.
- Supervised and coached customer service representatives to ensure that interactions with customers are demonstrative of the bank's service promise.
Education
Bachelor of Science - Banking and Finance, Compliance and Corporate Governance
University of The West Indies
Open Campus01.2020
Skills
- Analytical
- Operational efficiency
- Regulatory compliance
- Quality control
- Risk assessment
- Training and development
- Negotiation
- Expense tracking
- Plan projects
- Interpersonal relations
- Safety procedures
- Collaborator
- Communication (Oral and Written)
- Critical Thinker
- Customer focused
- Reporting and documenting
- Problem-solving abilities
- Budget administration
Websites
Accomplishments
- Inaugural Best of the Best Award 2010 for Exemplary Service to Commercial and Corporate Customers and Successful Implementation of Tiered Structure with US Intermediary Bank for Bene Deduct Fees.
- Attained the Highest Grade of 94% in the branch’s history in the Operational Field Audit in 2017 with commendations for having 'a clean audit with strong operational controls in place.'
- Recognized for successfully implementing new initiatives, procedures and policies including Foreign Account Tax Compliance Act (FATCA) and Common Reporting Standards (CRS).
- Peer Recognition 2021-2022 for leading and managing the team during conversion.
- Woman of the Year Republic BankSt. Kitts 2025
Personal Attributes Skills
- Analytical
- Collaborator
- Communication (Oral and Written)
- Critical Thinker
- Customer focused
- Operational support
- Proficient in Microsoft Office
- Service Oriented
Certification
- Project Management The University of the West Indies Open Campus
References
References available upon request.
Timeline
Manager of Buisness Support (Acting)
Republic Bank EC Ktd.
04.2025 - Current
Manager of Operations (Acting)
Republic Bank EC Ltd.
02.2025 - 04.2025
Assistant Manager Service and Support
Republic Bank (EC) Ltd.
01.2019 - 02.2024
Manager and Business and Collateral Officer
Bank of Nova Scotia
11.2018 - 01.2019
Assistant Manager Service and Support
Bank of Nova Scotia/Republic Bank (EC) Ltd.
11.2016 - 11.2018
Service and Support Officer
Bank of Nova
01.2012 - 01.2016
Bachelor of Science - Banking and Finance, Compliance and Corporate Governance
University of The West Indies
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