Mortgage Service Operations Project/Wave

Collaborated with the Director, Senior Manager, and other team members to streamline Mortgage Service operations.
Conducted brainstorming sessions with employees in Canada and internationally to identify pain points and areas for improvement.
Implemented lean process improvements to enhance productivity and reduce costs.
Performed time studies using Excel macros to collect and analyze data on process efficiency.
Developed and presented visual process maps and reports using PPT and Visio.
Provided regular project updates and facilitated training sessions for new implementations.

Achievements:

Identified bottlenecks and improved process efficiency through smart automation.
Delivered high-standard visual presentations to executive and VP levels.
Successfully implemented streamlined processes, resulting in time and cost savings.

Branch Operations Engagement/ Project

Worked with a Director, Senior Manager, and other analysts to improve retail branch operations across Canada.
Leveraged three years of experience as a Senior Customer Experience Associate to identify improvement opportunities.
Collected data from branch employees to understand their tasks and pain points through weekly branch visit in Toronto, Ontario
Prepared and presented solutions for process improvements and productivity enhancements on a weekly basis
Collaborated with partners and stakeholders to ensure project compliance and alignment with goals.
Provided bi-weekly project updates and facilitated meetings to move projects to implementation.

Achievements:

Developed and implemented process improvements using smart automation bots leading to enhanced branch productivity.
Successfully presented solutions to VP and executive levels for approval and implementation.

Transitioned from old to new software systems for fee-based operations.
Facilitated training sessions and advised wealth advisors on fee-based account operations.
Analyzed eight reports monthly and quarterly to ensure fee accuracy and security classifications.
Improved report analysis processes using Excel formulas to reduce completion time
Focused on new account accuracy and security classifications before quarter-end fee postings.

Achievements:

Successfully adapted to new software systems and procedures.
Improved efficiency in report analysis, reducing time spent on repetitive tasks by 70%
Ensured accuracy in fee-based accounts and security classifications, contributing to overall operational efficiency.

Managed and responded to a high volume of incoming calls from customers seeking financial assistance.
Offered personalized guidance to customers on managing their finances during the pandemic.
Directed customers to various financial relief offers provided by the bank, including loan deferrals, increased credit limits, and other supportive measures.
Assisted customers in increasing their cash flow by identifying and recommending suitable financial products and services.
Worked closely with the bank’s teams to ensure accurate and timely information was provided to customers.

Achievements:

Successfully eased the financial stress of numerous customers by connecting them with appropriate financial solutions.
Contributed to maintaining customer trust and satisfaction during a challenging period.
Supported the bank's efforts to provide exceptional customer service and retain strong customer relationships during the crisis.