Experience

• 

  Scotiabank

  Jan 2005 - Aug 2019

  Leveraged leadership skills to supervise the full team of retail branch managers across 10 branches comprising a total of 125+ staff. Ensured adherence to the bank’s regulatory standards to maintain operational integrity while driving the Bank’s sales and client experience strategy. Interfaced with key stakeholders to satisfy recruiting and staffing needs. Conducted training to improve product knowledge and employee sales and service skills proficiency. Teamed with employee relations, corporate security and law enforcement to address and investigate fraudulent activity and defalcation cases. Governed a $175M USD retail and small business portfolio by implementing effective strategies inclusive of close expense management, development and execution of sales growth initiatives, effective management of delinquency trends, and implementation of robust customer retention and growth practicesMaintained an annual employee engagement and management effectiveness index at minimum of 150% of the target despite managing the closure of branch operations as required by the Caribbean Region Restructuring StrategyCreated a leadership and development culture locally and regionally by providing ongoing coaching to senior level team members in Belize and within the Caribbean Islands of Jamaica, Trinidad & Tobago and the BahamasSenior member of the bank’s Executive Management team reporting directly to the Country Head. Held the post of Assistant Secretary to the Bank’s local Board of Directors (2014 – 2019)Recognition:-Recipient of the Best of the Best Top Individual Award 2011 and 2016 for leadership skills and expertise. ‘Country of the Year Award’ amongst 18 other Caribbean countries for achieving sales and service profitability, revenue targets, and successful full scope country audits. Show less Demonstrated exceptional people management skills leading a team of 14-28 employees by monitoring performance and ensuring compliance with key operations, sales and service standards. Fostered continuous branch growth by maintaining an emphasis on effective sales and service strategies to ensure customer retention and loan portfolio growth. Oversaw all HR related functions including recruiting, training, interviewing, performance management and termination. Excelled in achieving sales targets by proficiently deploying impactful coaching techniques to motivate the teamRecognition:-Top Branch for exceeding loan portfolio results at 125%+ for two consecutive years (2009 & 2010) Show less

  • Director, Retail Banking

    Sept 2011 - Aug 2019

  • Branch Manager - Belize City and Belmopan

    Jan 2005 - Sept 2011
• 

  Pnc

  May 2020 - now

  Strategic member of the Market Executive team that facilitates the direction, coordination and execution of all aspects of the sales and client experience strategy throughout the regions within the Houston Market. Conducts ongoing analysis of the sales and client experience strategy execution in the branches with the intention of identifying variability in performance and providing strategic training and performance management solutions to ensure improvement.Work alongside Regional Managers and Sales and Service Manager in the development, rollout and execution of key change, training, and sustainment initiatives at the market and region levelsRoutinely conduct observation to identify variability in performance and work alongside Regional Managers and Branch Management to provide effective coaching and training aimed at closing the gaps and recognizing successPerformed in the capacity of a change agent during the transition from BBVA to PNC by providing coaching, mentoring and skill-based training at the market and region level to ensure skills development and team engagement at conversionActive member of the planning committee facilitating the launch of the African American Employee Business Resource Group. 2022 Phase 2 Cohort Diversity and Inclusion Mentor.Recognition:- PNC I-Lead by Example Hero Award – Q4 2021 / PNC 2022 and 2023 Market All Star(Earned by employees who inspire others by demonstrating PNC’s Leadership at an exceptional level) Show less Communicated, directed and led initiatives and policies established by Retail Banking regarding the mix of distribution channels, transaction migration, and customer experience in the districts. Worked to identify productivity performance gaps in these strategic areas and provided training, mentoring and coaching as necessary to ensure sustainment.Facilitated the development and implementation of regional activities aimed at improving the overall performance in the migration of alternative channels and promoting the mix of alternate distribution channelsFacilitated the district level tracking of assigned productivity targets, sales results vs. annual profitability goals and campaign goals vs. activitiesFacilitated ongoing district and regional training to close gaps in alternative channel, customer experience and transaction migration activities. Conducted two 5-week training cohorts on the conversation selling and service skills for tellers transitioning to personal banker roles Led a team of District Specialist to ensure effective execution of the productivity strategies within their districts Show less

  • Sales and Client Experience Specialist

    Oct 2021 - now

  • Retail Sales Productivity Specialist

    Aug 2020 - Oct 2021

  • Branch Retail Executive (IV)

    May 2020 - Aug 2020