Renee Assam
Port Of Spain
Summary
Dynamic and accomplished professional with an impressive 23-year background in the banking industry. Demonstrated track record of consistently delivering outstanding performance. Thrives on new challenges and is highly motivated to contribute to RBC's strategic objectives. Known for being a team player who brings energy and passion to the table. Possesses an exceptional work ethic and a strong desire to exceed company expectations.
Overview
23
23
years of professional experience
Work History
Sales Enablement & Strategic Communications (SESC) Lead for Transformation Project (stretch assignment)
RBC Financial (Caribbean) Limited
10.2022 - Current
- Support to a major transformation/digitization project as the voice of the sales and service professionals and advocate for the client experience by:
- Review the product processes to ensure simplification and alignment to applicable roles and responsibilities
- Support the design and development of the user interface screens
- Obtain sales and service professionals feedback through focus group sessions
- Ensure key stakeholders are engaged in a timely manner
- Review and concur the Change Management Placement prepared by the Project Manager
- Review and concur on training approach and embed and sustain activities
- Create and pilot a new client experience to include the new process prior to launch
Manager, Role Design, Sales Strategy and Execution – Service Roles
RBC Financial (Caribbean) Limited
01.2021 - Current
- 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
- Key Responsibilities:
- 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 for the service roles 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
- Collaborate with and support internal partners including Performance Analytics, Reward & Recognition, Capacity & Training, Communication, and Sales Enablement to ensure alignment and effective implementation and execution of strategic initiatives
- Support and collaborate as a Subject Matter Expert with Service Delivery, Products, Marketing & Channel, Human Resources, and other functional partners
Training Design & Delivery Specialist
RBC Financial (Caribbean) Limited
04.2014 - 12.2020
- Key Responsibilities:
- 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 customized 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 Subject Matter 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
CCOM Project PB Implementation Training Officer for RBC Caribbean Cash Automation Project
01.2012 - 04.2014
- Key Responsibilities:
- 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
- Facilitated training on the cash automation devices and processes
Senior Account Manager (Sales Professional)
09.2009 - 04.2014
- Key Responsibilities:
- 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
Senior Assistant Personal Banking Representative (Supervisor)
02.2009 - 09.2009
- Key Responsibilities:
- 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
Assistant Personal Banking Representative (Sales Professional)
09.2007 - 02.2009
- Key Responsibilities:
- 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
Acting Senior Customer Service Representative
05.2007 - 08.2007
- Key Responsibilities:
- 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 minimized overtime costs
Proof Teller/Information Support Officer/ABM Coordinator
12.2005 - 05.2007
- Key Responsibilities:
- 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
Customer Service Representative
05.2002 - 12.2005
- Key Responsibilities:
- 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
Education
MSc - Strategic Leadership & Innovation
The University of the West Indies
St. AugustineBSc - Psychology with Minor in Human Resource Management
The University of the West Indies
09.2023
CXC O'Levels - undefined
Diego Martin Government Secondary School
08.1998
Skills
- Strong Leadership
- Strategic Thinking
- Critical Thinking
- Change Leadership
- Knowledge of Change Management Processes
- Planning and Organizational
- Outstanding facilitation skills
- Excellent written/verbal communication
- Sound knowledge of banking operations
- Effective coaching skills
Accomplishments
- 2008 - The Top Sales Officer in the yearly Loan Campaign
Timeline
Sales Enablement & Strategic Communications (SESC) Lead for Transformation Project (stretch assignment)
RBC Financial (Caribbean) Limited
10.2022 - Current
Manager, Role Design, Sales Strategy and Execution – Service Roles
RBC Financial (Caribbean) Limited
01.2021 - Current
Training Design & Delivery Specialist
RBC Financial (Caribbean) Limited
04.2014 - 12.2020
CCOM Project PB Implementation Training Officer for RBC Caribbean Cash Automation Project
01.2012 - 04.2014
Senior Account Manager (Sales Professional)
09.2009 - 04.2014
Senior Assistant Personal Banking Representative (Supervisor)
02.2009 - 09.2009
Assistant Personal Banking Representative (Sales Professional)
09.2007 - 02.2009
Acting Senior Customer Service Representative
05.2007 - 08.2007
Proof Teller/Information Support Officer/ABM Coordinator
12.2005 - 05.2007
Customer Service Representative
05.2002 - 12.2005
MSc - Strategic Leadership & Innovation
The University of the West Indies
BSc - Psychology with Minor in Human Resource Management
The University of the West Indies
CXC O'Levels - undefined
Diego Martin Government Secondary School
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