Experience

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  Rbc

  Jan 2006 - Oct 2021

  Reporting manager for 10 Leaders and 155 indirect reports located nationally across Canada. Current responsibilities include: delivering a superior client experience by ensuring department’s performance against established benchmarks, lead improvement initiatives that positively impact the client experience, championing coaching routines for the department, providing quality feedback to employees, reinforcing the importance of having client “top of mind” at all times, lead efforts to address client escalations, identify trends amongst the data set and take action to continuously improve the end to end client experience. Show less Overseeing 16 Direct Reports in Toronto and Vancouver, who are responsible to ensure change for over 2,000 national employees is implemented efficiently and consistently. Keys to success have been the monitoring and measuring of all aspects of; in person & remote training and coaching, streamlining process gaps, recommending digital solutions for the future of work, partnering with business partners to implement automotive initiatives and managing employees overall engagement & adaption to change Show less Responsible leading the Transaction Services Department through hiring, training and developing 26 FTE and 1 Senior Team Lead located in Toronto and Montreal. Department initiatives included; creating a personalized and pristine banking experience for RBC’s corporate, government and global banking clientele; customer service and account maintenance; risk mitigation and resolutions for complex investigative requests. Collaborated with cross-functional teams, senior leaders and executives to strategize, plan and execute objectives pertaining to change, mergers and insolvencies. Show less

  • Senior Manager; Operations

    Oct 2020 - Oct 2021

  • Manager, Subject Matter Experts

    Aug 2019 - Oct 2020

  • Department Manager, Deposit Accounts Services

    Aug 2016 - Aug 2019

  • Team Manager, Business Enablement

    Mar 2015 - Aug 2016

  • Senior Team Lead, Home Equity Closing Centre

    Nov 2012 - Mar 2015

  • Team Lead, Home Equity Closing Centre

    Oct 2011 - Nov 2012

  • Mortgage Closing Officer, Home Equity Closing Center

    Jun 2007 - Oct 2011

  • Sales and Service Representative, Royal Direct

    Jan 2006 - Jun 2007
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  Otip (ontario teachers insurance plan)

  Oct 2021 - now

  Group operations director