Renee Assam

1. Responsible for role design for all service roles within Personal Banking, Specialized Sales Force and Client Advice Centre ensuring they align to RBC Caribbean Banking Strategies and including supporting and contributing to the creation of the Performance Enablement Process

• Conduct role reviews and/or redesign to optimize client experience, enable Revenue/NIBT growth and manage risk effectively
• Understand the compensation frameworks to reward, attract and retain top performers and recommend adjustments as identified
• Review and validate/adjust incentives to reward performance to drive business results
• Create goals and scorecards to optimize performance and achieve Caribbean Banking growth and strategic requirements
• Create and update recruitment profiles, to ensure the best candidates are targeted
• Create and revise career continuums enabling a career path for employees
• Create and deliver key capability building materials such as learning plans and/or training

2. Colloborate with partners to ensure initiatives and operations that affect the business I support are aligned to the strategic intent of the role

3. Assist in designing, maintaining and championing the service experiences delivered to clients

• Accountable for the training approach, materials and delivery of Sales Force Programs to Pan Caribbean Branch and Advice Centre roles
• Collaborate with stakeholders to manage and advise of requirements for training delivery including research, development and implementation of customised content, training aids and evaluation approaches
• Partner with regional, in-market and project representatives to assess training tools and content and alignment to program objectives
• Develops and maintains strong relationships with SubjectMatter Experts and Business Partners to keep current and up to date on program content
• Proactively solicit feedback from regional partners during training preparation and delivery and recommend changes to processes, documentation or other training opportunities
• Assess training content to ensure it is customized to reflect business roles, operating model and organizational trends
• Deliver assigned training programs according to schedule and accordance with industry and organizational trends.

• Minimized impact to clients and staff during implementation of change initiatives across the branch network by completing training activities as outlined on the conversion playbook
• Supported in identifying, developing and delivering the training for branch and receiving environments
• Recommended learning solutions that satisfy sponsor/stakeholder needs while continually exploring and assessing options.

• Utilized the full product suite for personal markets including Roytrin and other asset management products
• Determined appropriate rates for clients and offer them relationship pricing and collect fees within guidelines, maintaining a balance of sales results, portfolio profitability, and relationship building
• Built both internal and external networks to contribute to the community and capitalize on business opportunities and referrals including asking existing clients for referrals of friends and family
• Built client strategies and action plans including pro-active contact strategy, for all relationship managed using sales and advice tools
• Gather client information through a discovery approach and develop a pipeline of relationship development activities for your portfolio of clients
• Took ownership and accountability of client problems at first point of contact
• Escalate concerns and make referrals to Manager- Customer Service and /or Customer Loyalty Unit when appropriate
• Maximized the use of technology and maintain data integrity, documenting all relevant client sales and service contacts and results.

• Supported management by the achievement of team sales objectives, and related activities to achieve superior client experience, optimal business retention, profitable growth and productivity
• Provided ongoing coaching and development of Lending Officers, ensuring a high level of employee capability and engagement through focused sales management routines
• Balanced the rewards of meeting business objectives with the risk of loss to the client, employee and shareholder by following corporate compliance/policies to maintain risk exposure and to operate within a legal framework and in accordance with securities regulations.

• Supported new client acquisition to the bank by asking existing clients for referrals of friend and family
• Determined appropriate rates for clients and offer them relationship pricing and collect fees within prescribed guidelines, maintaining a balance of sales results, portfolio profitability, and relationship building
• Maximized the use of technology and maintain data integrity, documenting all relevant client sales and service contacts and results.

• Championed and lead the client experience in the Branch
• Apply a continuous improvement approach to ensure that the Client Service Standards are met
• Provided coaching across all branch roles to enhance the overall client experience for both personal and business clients
• Ensured employees provide superior responsive service to all scheduled & walk-in clients; ensure sufficient service staff is available at all times
• Demonstrated commitment to take ownership of client problems at first point of contact ensuring there is an immediate response to the customer or escalation to the Customer Loyalty Unit
• Maintained branch premises, operations, and standards to reflect a professional image
• Lead and applied the Performance Management Process through regular reviews, service routines, ongoing coaching discussions
• Leveraged the full value of the team, and enterprise to develop better solutions and achieve a cross enterprise mindset
• Coached all employees based upon level of proficiency to maximize the use of referrals and sales activities and contribute to superior client care
• Managed controllable expenses to plan
• Managed and minimize overtime costs.

• Provided support through the validation of work emanating from the branch before submission to Processing Centre
• Contribute to the Branch’s overall objectives
• Provided superior customer service in the delivering of information to both internal and external stakeholders via tele-communication media
• Provided superior customer service through the effective maintenance of our Automated Banking Machine.

• Contributed to branch client experience by providing professional and attentive service to clients by accurately completing immediate banking needs
• Took personal accountability for delivering superior client experience including effective problem resolution
• Identified client’s needs, looking for opportunities to refer clients to the appropriate in-branch sales individual/alternative channels.