As an Associate Director of a new global operations center for RBC Investor & Treasury Services, I lead a team of tax professionals as well as the management team servicing RBC I&TS global client base for tax reclaims while also delivering outstanding client service to both our internal and external partners worldwide. As part of I&TS’s newest global center of excellence, my leadership approach is devoted to the success of each member of the team by teaching them the many guiding principles of which the RBC culture is built on. I strive for great success by developing great talent and contributing to my teams coaching and development plans. As a member of the senior leadership team, I focus on uncovering our greatest efficiencies thus creating exceptional client engagement and outcomes to the services that we provide.

As a Branch Manager with RBC I strive to deliver an exceptional client experience while enabling a team to also always lead with the client experience first. I am responsible as a leader in the market for performance and contribution of my team and partners to grow our business, acquire new clients, and deepen existing client relationships. I am a talent coach ensuring we have the right talent and capabilities for the present and future success of the team while being a change leader ourselves. At RBC we build trust in every interaction by doing what is right for our clients, therefore I ensure accountability amongst all my team to “doing it right” the first time, adhering to our RBC values, code of conduct as well as set expectations around ethical behaviors and decision making. I am responsible for reputational, operational, credit, and compliance risk of my branch. I am an ambassador that represents RBC in our communities and the RBC brand while also continually digitally enabling our clients.

I effectively manage a team to deliver an exceptional client experience, it is critical for me to understand the needs of the clients and anticipate what is important for them by recognizing and reacting to how clients choose to interact with RBC. Maximizing every client interaction by delivering helpful, timely and relevant advice throughout the branch and engage clients with all members of the team. I am a RBC local market leader focuses on maximizing the return on RBC’s total investment while establishing engagement within the community they serve. Leading a market team and integrate to enable all RBC partners to ensure resources are optimized to deliver an exceptional client experience and superior client loyalty, sales productivity and revenue results. I lead retention and growth of existing (business and personal) clients’ business by focusing the team on advice and activities that encourage long-term profitable relationships. I ensure a high level of employee capability and engagement through coaching and sales management, empowering team to reach their optimum performance. I acquire new clients by developing relationships with RBC and community partners, represents the RBC brand and captures new business opportunities ensuring early anchoring of all new clients. Always leading evolving organizational change using effective communication to create awareness and desire for the reason for change. Supporting capability development to ensure employees have the knowledge and ability to execute the change.

I managed a team of Deposit Monitoring Officers within the new Finance Shared Service Center in Halifax, in support of RBC’s Digital and Mobile service. This includes Digital Image Capture (DICE), Remote Deposit Capture (Cheque Pro), and Mobile Cheque Deposit.

I lead a team of service professionals to deliver superior client experience and sales results. Champions client experience, problem resolution and leads client loyalty and access improvement activities across the branch team. Demonstrate Professional Retailing Behaviours by proactively interacting with clients in all areas the branch offering help and advice. Partners with the branch manager to ensure the effective management of a branch ensuring leadership availability across hours and days of business. Manages branch scheduling and makes recommendations for capacity and shift changes. Ensure a high level of employee capability and engagement through employee development, coaching and empowering team to reach their optimum proficiency. As a change leader, I effectively communicate and lead change. Demonstrate commitment to operational effectiveness by taking appropriate action to minimize unit losses.

I am in operational leadership role with a broad scope of operational knowledge and capability. My support in Operations will help build operational capability and to solve for systemic operational issues in sales units. I am responsible to identify, build and validate operational knowledge on all branch roles; including credit (operations), as well as operations risk and regulatory requirements. I conduct deep dive operational risk assessments in identified units and partner with branch management teams and the Regional Vice President to ensure all gaps and concerns identified are acted upon and closed.

As a successful Associate, l would have had the ability to manage multiple projects, be proactive, client focused, detail orientated and be responsible for contributing to an exceptional client experience by:• Maximizing opportunities to effectively identify and opportunity spot client needs, make referrals, expand profitable client relationships and track and review progress against their teams annual sales plan.• Increase sales enablement for the Financial Planner by preparing for client meetings (Getting Ready) and supporting fulfilment of the credit, investments and everyday banking solutions.• Provide consistent sales support to client request, act as a point of contact for client problems and ensure accuracy of documentation with follow-up as required• Exercise due diligence in following all policies and procedures and identity/correct areas of operational risk• Commit to continuous learning to increase their skills, knowledge and abilities to better service clients.

The Financial Services Representative understands customers’ banking needs and provides appropriate financial solutions. This includes new accounts, credit products, basic investment advice, and promoting all banking products and services to create a legendary customer experience. This role will contribute to the growth of the business by developing and deepening the new and existing customer relationships and will be responsible for meeting and exceeding specific, individual and team based business goals.

The Customer Relations Coordinator acts as the primary coordinator and point of contact for all telephone and face-to-face customer inquiries. The role is required to understand customer needs and identify opportunities to promote TD products and services to customers, referring them to appropriate team members or internal Bank partners to create a legendary customer experience.

The Customer Service Representative performs customer transactions, providing legendary service & advice to create legendary customer experiences. This role is required to understand customer needs and identify opportunities to promote TD products and services to the customers, referring them to appropriate team members or internal Bank partners.