Danielle Joseph LL. B, B.Mgmt (Hons), PSM, ABE Cert

Experience

• 

  RBC

  Jul 2011 - now

  Operational Readiness of Services Delivery to support the implementation of new Projects:-Uses a structured methodology to ensure Service Delivery operational readiness while having a complete understanding of the inter-relationship and complexities amongst people, process and technology-Prepares artefacts for performing the assessment of operational readiness-Monitors and reports status of Service Delivery readiness-Ensures approval and sign-off of Service Delivery readiness by authorised designateProcess Standardisation and Improvement: -Designs and maps (Level 4 or 5) processes according to RBC Process Mapping Guidelines -Ensures appropriate approvals for process maps -Measures, monitors and reports process performance-Uses a structured system, Lean Six Sigma (LSS) or otherwise, for analysis, problem solving and improvement of processes-Recommends and implements solutions and process improvements to capture opportunities to increase revenues, optimize resources and manage costs-Document procedures for direct drive projectsProject Administration: -Takes initiative to recommend change and optimize processes outside of assigned activities - Completes deliverables in accordance with RBC Waterfall, Agile and Agile Hybrid Project Management Framework (PMF) - Monitors, measures and reports on project progress- Reports Full Time Effort and employee capacity usage to management- Accountable for meeting targets and deadlines - Ensures clear, concise and complete requirements are documented Show less Champion and lead the client experience in the Branch to ensure that the Client Service Standards are met including the “Living the Client Experience” standards and 4 Essentials of Customer Care.-Observes Customer Care Standards and ensures consistent delivery across the service teams. -Coach team and take ownership of client problems/concerns at first point of contact by applying the “Problem Resolution” principles. Escalates problems/concerns and engages partners as required in order to reduce the number of days to close or resolve.-Ensure employees provide superior service to all scheduled & walk-in clients; ensure sufficient service staff is available at all times.-Maintain branch premises, operations, and standards to reflect a professional image.-Works with the service team to manage workload, which includes assigning/re-assigning team members based on client demands, traffic flow etc.-Engage in observational coaching to improve the overall level of service provided by the Branch. -Ensuring that staff listens to the customer needs, looks for clues, probing to ensure the needs are fully understood-Ensuring that customers are provided with clear, relevant information covering what service steps are involved in satisfying the customer needs-Reviewing the Branch Customer Satisfaction Survey results and together with the Branch-Management Team, leads the development of an action plan to address key issues -Lead and apply the Performance Management Process through regular reviews, service routines, ongoing coaching discussions-Leverage the full value of the team, and enterprise to develop better solutions and achieve a cross enterprise mindset.-Ensure service force capability through building the necessary skills (including technical), competencies and accreditation to meet market needs, including building knowledge of RBC -----Financial (Caribbean) Limited members for referral success. Take responsibility for ensuring the knowledge level of employees Show less -Minimize impact to clients during implementation of change initiatives across the various networks by completing activities as outlined on the conversion playbook-Deliver best in class project quality by completing tasks as scheduled, and going the step further to identify issues that impact the project-Identify opportunities to support the team resolve issues-Explore opportunities to improve the work breakdown schedules -Seek out synergies with other working teams and project stakeholders-Enable faster decision making by thinking through options for issue resolution when escalating -issues -Effective execution and delivery of activities and tasks-Ensure appropriate Governance documents and templates are completed for each branch and filed in the designated work space Show less

  • Project Manager

    Jan 2023 - now

  • Banker

    Jul 2005 - now

  • Operations and Implementation Specialist

    Dec 2017 - Jan 2023

  • Operations Analyst

    Dec 2014 - Jan 2023

  • Assistant Manager- Client Care

    Dec 2013 - Dec 2014

  • Implementation Officer

    Jul 2011 - Dec 2013
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  Stationery Junkie TT

  Jan 2020 - now

  Business Owner
• 

  Shea Caribé

  Mar 2020 - now

  Business Owner

  Organic, and skin loving are just two ways to describe Shea Butter, the amazing skin food is really at the foundation of everything we do. All of our products contain Ivory or Yellow Shea Butter.Building on that “Shea Butter Foundation”, other sustainable, organic and nourishing butters, oils, clays, powders and waxes are used in the production of all our gourmet skincare collections.