ERICA WILLIAMS
Gainesville
Summary
Strategic operations and people leader with 10+ years of progressive experience driving execution, governance oversight, and organizational performance within a large, complex financial institution. Enterprise-recognized leader and trusted partner to senior executives, known for enabling complex initiatives through disciplined execution, risk awareness, data-informed insights, and cross-functional collaboration. Proven ability to lead high-performing teams, strengthen operational integrity, and deliver sustainable results in matrixed environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Branch Manager III
Navy Federal Credit Union
Reston
03.2020 - Current
- Lead and develop a 19-member branch team, sustaining 97% member satisfaction and a 98% employee engagement and leadership satisfaction rating year over year.
- Serve as a key execution partner for enterprise and regional initiatives by translating organizational priorities into branch-level actions, reinforcing standards, and escalating risks and dependencies to leadership.
- Act as a change champion by reinforcing communication, readiness, and feedback loops during organizational initiatives.
- Leverage performance dashboards and trend analysis to identify risks, opportunities, and operational gaps, providing data-driven insights to inform leadership decisions.
- Execute branch strategies aligned with organizational priorities, improving operational efficiency, revenue performance, and risk mitigation.
- Oversee delivery of full-suite financial services including deposits, lending, IRAs, trusts, and mortgages, ensuring effective cross-servicing and member-centric outcomes.
- Build leadership capability through structured coaching, career development conversations, and succession readiness, contributing to high engagement and retention.
- Serve as Operational Risk Ambassador for the Mid-Atlantic West Region, achieving 100% compliance with vault operations, audits, and regulatory standards.
- Strengthen financial stewardship by overseeing cash operations, vault controls, and self-auditing activities to safeguard credit union assets and maintain compliance with operational limits.
- Drive operational improvements and change initiatives that streamline workflows, reduce inefficiencies, and improve staff productivity.
- Lead community engagement and financial education efforts, hosting 40+ events annually, contributing 350+ volunteer hours, and generating $12M in transferred funds and $4M+ in IRA rollovers.
- Launch and manage the Floating Contractor MSR Program by developing and documenting policies and procedures, reducing staffing gaps and improving service continuity across the region.
- Promote digital and Omnichannel adoption, achieving 77.90% new-member and 87.64% existing-member digital/ATM usage, ranking top 5 network-wide for OneView utilization.
- Exercise sound judgment in resolving complex operational, employee, and member issues where precedent is limited, escalating risks appropriately to protect the organization.
- Manage budgets, annual financial planning, audits, HR compliance, security protocols, and highly sensitive escalated member and system issues.
- Apply Certified Career Guide principles to support employee career development through structured coaching, goal-setting, and development planning, contributing to strong engagement, retention, and performance outcomes.
Market Lead, AVP Development Rotation
Navy Federal Credit Union
Mid-Atlantic West
01.2023 - 08.2024
- Supported 37 branch leaders and 300+ employees by enabling execution of regional and enterprise initiatives through coordination, governance support, and issue resolution.
- Resolved 90% of escalated member concerns within 48 hours, improving satisfaction and service recovery outcomes.
- Mentored and coached 40+ branch leaders, increasing leadership engagement and satisfaction scores by 30%.
- Strengthened operational integrity by supporting regional audits and compliance initiatives, improving adherence to standards by 65%.
- Partnered with executive leadership to align branch operations with enterprise priorities and departmental strategies.
- Led regional collaboration efforts, including the first Virtual Mid-Atlantic Assistant Manager Conference, strengthening communication and consistency across branches.
- Standardized operational best practices across 14 branches, improving consistency, efficiency, and service quality.
- Served as a trusted operational advisor to senior and executive leaders, offering insights on branch performance, risk trends, and readiness for change.
- Supported governance processes by tracking issues, risks, and corrective actions, ensuring accountability and timely resolution.
- Utilized Power BI, Smartsheet, Tableau, and MS Project to support reporting, trend analysis, and leadership insights.
Education
Bachelor of Science - Management Studies, Political Science
University of Maryland Global Campus
MBA -
University of Maryland Global Campus
Associate of Science - Business Administration
Centura College
Skills
Strategic Operations Execution
Enterprise Initiative Enablement
Governance, Risk & Compliance Oversight
Change Enablement & Continuous Improvement
Performance Metrics & Data Analysis
Executive & Stakeholder Communication
Honors And Awards
- Richard E. Cobb Award for Excellence in Member Service, 2024
- President’s Award for Leadership Excellence, 2022
- BOSS Award, 2020
- Sustained Superior Performance Award, 2014, 2019
Certification
- Lean Six Sigma Black Belt
- Certified Scrum Master
- Business Strategy Certification
- Advanced & Executive Leadership Certifications
- AI for Organizational Leadership
Affiliations
- Member, Phi Kappa Phi National Honor Society
- Member, Alpha Sigma Lambda National Honor Society
- Member, National Society of Leadership and Success
- Selected Participant, Branch Manager to AVP Development Program
Previous Positions
- Assistant Manager, Branch Operations (2018–2020)
- Supervisor, Branch Operations (2014–2018)
- Member Service Representative (2012–2014)
Timeline
Market Lead, AVP Development Rotation
Navy Federal Credit Union
01.2023 - 08.2024
Branch Manager III
Navy Federal Credit Union
03.2020 - Current
Bachelor of Science - Management Studies, Political Science
University of Maryland Global Campus
MBA -
University of Maryland Global Campus
Associate of Science - Business Administration
Centura College