Responsible for the overall training plan for the Atlantic Call Centre as well as liaise with the other Call Centre sites in Canada to ensure consistent training is maintained. Responsible for the management of the Staff Development Department in Halifax and training activities via the Nova Scotia Community College. Conduct analysis of sales and service levels to determine the need for the development and delivery of additional training. Completing needs analysis to determine nature of the required learning intervention and or coaching requirements.Oversee and participate in the creation, delivery and maintenance of all training programs relative to all bank product lines and soft skills training.Responsible for quality service delivery through the monitoring of training and coaching techniques executed by the Staff Development Officers.

Responsible for the creation and maintenance of product documentation and contribute in the development of training and assessment activities.Facilitate training and participate in coaching and monitoring to ensure quality customer service delivery relative to all product lines.

Manage the conversion process for all branches located in the North and Eastern regions in the province to the new Sales and Service concept of front office. Assess training requirements resulting from the conversion and facilitate training programs to address needs. Liaise with the regions Operations, Retail and Human Resource departments to address changes relative to the departments as a result of the conversion process.Responsible for the recruitment and training for all new and existing Personal Banking Officer for the 37 branches located in the North and Eastern regions of the province.

Responsible for developing, recommending and implementation of marketing strategies to assist branches in maximizing market penetration and profitability in the sale of bank retail products.Assist in the coordination and rollout of all national and local sales campaigns.Monitoring and reviewing retail lending and deposit portfolios to identify trends and provide diagnosis for problems recommending the necessary corrective action.Manage the complaint resolution process for all customer complaints escalated to the Vice President.