Thelica James-Haynes

Perform stakeholder analysis to identify impacted Service Delivery teams and stakeholder requirements responsibilities

• Ensure every initiative is on-boarded with priorities and deliverables scheduled via the Agile methodologies
• Develop and assist current state process maps for Service Delivery and CSC according to RBC Process Mapping Guidelines where procedural documentation do not exist
• Review and analyze future state process maps for SD and CSC to ensure process clearly Identifies improvement opportunities, solves process production problems and recommend viable alternate solutions to the various business lines for consideration
• Develop appropriate documentation for processes, ensuring that there are sustainable controls to minimize potential risk
• Execute training strategies in the appropriate medium to ensure that Service Delivery and Currency Services teams understand the change and are able to execute effectively and efficiently.
• Managed and successfully onboarded 100% of all Initiatives and projects assigned whilst providing excellent customer service.

• Provides support and advice to branch network and SD centers regarding SD supported systems functionality, customer service, issue resolution etc., to ensure the client experience is maximized and business performance is enhanced
• Provides a 'Center of Expertise' for core banking system functionality and guidelines
• Investigate 100% operational requirements for straightforward service requests changes, issues, contributing to improvements in information systems, data management, processes/procedures.

To monitor and control day to day workflow and related fulfillment/servicing activities for the team

• Tracks 100 % work volume and keeps an accurate record of individual/team output against established quality service standards (e.g
• SLAs, Client surveys) providing statistics on team’s performance
• Assists in the execution and escalation of service quality initiatives to provide consistent service within established SLAs
• Utilize Coaching Routines to maximize individual employee contribution and achievement of service quality standards 82% and business objectives.
• Trained new team members by relaying information on company procedures and safety requirements.
• Coached team members in techniques necessary to complete job tasks.

To directly supervise the delivery of high quality service to the Unit’s clients through the Customer Service Representatives and the development of strategies for implementation by those officers

• To ensure customers concerns are resolved as it relates to service level agreement implement and sustain reliable and effective systems for acquiring and providing structured customer service feedback for all customer interface points and present relevant recommendations for senior/strategic
• Ensures that all expenses related to the Roytrin range of mutual funds i.e.
• Commissions, management fees, stationary and printing costs etc

are settled within agreed timeframes 90%