• Served as center of expertise and primary contact for traders involved in foreign exchange, forwards, and emerging markets trading for reporting and reconciliations functions; worked with traders on tight deadlines for adhoc requests• Responsible for ensuring the integrity and veracity of the bank's financial reporting by maintaining and developing reconciliation and control processes, investigating and liaising with other units to resolve gaps

• Tested new software for Dodd-Frank compliance as operations team representative, providing user feedback and working to troubleshoot/refine processes and procedures in cooperation with business analysts and software vendors• Coordinate between traders, settlements teams and counterparties to verify and book over 100 bond, swap, and options trades (up to $1 billion in value) on a daily basis

• Supervised operations for a $13 billion MBS/Mortgage portfolio as second-in-command for a team of 8 officers; acted as team manager to lead team through a lengthy manpower shortage in the midst of a major project testing cycle• Received RBC Performance Award for role as pivotal back office contact in developing, testing and implementing a new trading platform, which required cross-functional and multi-enterprise collaboration to meet tight deadlines• Won cooperation from different departments and groups by building and leveraging good relationships to overcome lack of formal authority in order to resolve discrepancies that required action outside the scope of my group• Initiated and implemented process improvements which significantly streamlined monthly/quarterly GL reconciliation process, and simplified discrepancy identification for entire department (Fixed Income Derivative Operations)

• Built strong collaborative relationships with internal and external partners to build and maintain a $10 billion mortgage/MBS portfolio, including resolving several legacy issues• Personally convinced managers to adopt new tools and automated/simplified processes which halved processing times and errors, freeing up personnel for additional duties and simplifying employee training in the mortgage/MBS team• Spearheaded conversion of regulatory reporting templates, reconciliation/settlement tools and processes affected by regulatory changes and IFRS adoption; personally studied legislation documents, and discussed potential impacts with management, front office and audit/financial control members as subject matter expert

• Built personal brand on customer education, with positive feedback from customers from a variety of lifestages and backgrounds; consistently received customer referrals and top satisfaction ratings for service and advice, culminating in asset retention and growth through the financial crisis, resulting in better results for both the clients and the branch• Led training sessions and discussions on how to promote client education and adoption of new products/services, shaping branch sales strategy which led to increased uptake of e-Savings accounts and online banking

• Identified opportunities for additional retail banking business with new immigrants and members of the Chinese-Canadian community; provided personalized and tailored service to create a community bank atmosphere• Took part in forming the strategy for promoting and marketing a new credit card product at the branch level, including designing English-language promotional material, and creating scripts for use by sales and service staff