Steven Graci Email & Phone Number

Selected to launch and scale the inaugural Remote Investment Consultants team in a centralized inbound/outbound highly regulated, high volume and complex contact centre environment selling various wealth products. Develop and implement actionable business plans around people capability that are aligned with HSBC’s business strategies and drives change in employee competency in order to differentiate the HSBC and HSBC Investment Funds (Canada) brands from competitors. Promote activities of multi-sited sales teams within Canada plus provide IT support to colleagues and stakeholders located worldwide. Nurture client trust by establishing common goals, values, vision, and purpose plus promotion of cross-functional collaboration, multichannel usage, and digital facilitation. Determine goals, assist employees, and incentivize sales success. Implement pioneering sales campaigns. Monitor industry trends, ascertain client and business challenges, and introduce new products to meet corporate goals. Capture and analyze performance data and review client journeys, to identify opportunities to improve customer experience, increase operational efficiency, make cost savings, and expand team skillset, then deliver positive change. Ameliorate customer service provided to Retail clients plus Premier and Private Client Services segment holders. Appraise staff, devise, and oversee Personal Development Plans. Perform regular business reviews and ensure action plans and strategic roadmap align with fluid business requirements and goals. Build culture of accountability and compliance. Communicate responsibilities to team, bolstering awareness of Anti-Money Laundering, Anti-Terrorist Financing, Privacy, Canadian Deposit Insurance Corporation (CDIC), Financial Consumer Agency of Canada, Foreign Account Tax Compliance Act, Know Your Customer and Privacy guidelines and regulatory requirements.

Headed $2 billion portfolio, one of CIBC’s biggest communities, comprising four Banking Centres, four Managers, 9 Financial Advisors and 64 staff. Propelled team to attain sales and market share objectives with prospect conversion. Set KPIs, galvanized team and incentivized performance, leading to exceptional results. Garnered trust with clients, industry partners and stakeholders, building loyalty and opening new business opportunities. Enhanced operational efficiency and pioneered new sales protocols. Motivated colleagues with training, mentoring, and setting of clear career paths. Augmented cross-functional and team communication, provided daily business updates, and ensured activities adhered to organization’s vision, value, and policies. Ensured Advisors maintained regular contact with, and offered valuable insights to clients, cementing relationships.

2625 Weston Road, Crossroads Banking Centre

Promoted to deliver vision and innovation, leveraged strategic mindset and experience to enhance customer experiences, expand market share plus capture and retain talent. Spearheaded positive change and continuous improvement across business processes and HR function, realizing business development, enhanced team morale and revenue growth. Devised and introduced short and long-term strategic plans focused on growth and profit optimization. Built robust customer relationships with exceptional service and Centres of Influence (COIs) that resulted in client retention, word of mouth recommendations, facilitation of Bank-wide initiatives and revenue growth. Led and oversaw activities of Sales & Client Services team and implemented growth programs that required Sales team resilience. Set KPIs, Sales Strategy and produced sales scripts to enhance client conversion. Analyzed metrics, identified areas requiring improvement, shared results with team and recognized success. Facilitated multichannel sales pipelines, promoting efforts of local partners and branch teams. Supported change by assigning resources to meet community, sales, market share and revenue requirements.

10520 Yonge St, Richmond Hill

3931 Don Mills Rd, Toronto

33 Yonge St, Toronto

Bachelor Of Business Operations, Business

Business Administration, Management And Operations