Tonya Prince

• Compliance Oversight of all Corporate and Business Banking Portfolios, Pan Caribbean with a priority focus on Post Loan Reviews, Delinquency Management, Excess Management and Watch list Reviews.
• Execute and Lead change via a Pan Caribbean team of Sales Support Agents to deliver exceptional end-to-end client onboarding experiences for new and existing clients and proactively identify opportunities to further grow and deepen relationships.
• Execute and Lead change via a team of Managers responsible for the Pan Caribbean management of the Financial Institutions client portfolio based on Global AML client risk scoring technology and the KYC minimum standards.
• Leverage all reporting available to analyze portfolio performance and conduct scheduled reviews with all Commercial Banking Leaders about the performance of their portfolios and in partnership with the Leaders, • Compliance Oversight of all Corporate and Business Banking Portfolios, Pan Caribbean with a priority focus on Post Loan Reviews, Delinquency Management, Excess Management and Watch list Reviews.
• Execute and Lead change via a Pan Caribbean team of Sales Support Agents to deliver exceptional end-to-end client onboarding experiences for new and existing clients and proactively identify opportunities to further grow and deepen relationships.
• Execute and Lead change via a team of Managers responsible for the Pan Caribbean management of the Financial Institutions client portfolio based on Global AML client risk scoring technology and the KYC minimum standards.
• Leverage all reporting available to analyze portfolio performance and conduct scheduled reviews with all Commercial Banking Leaders about the performance of their portfolios and in partnership with the Leaders, develop effective strategies and risk practices to maintain elevated levels of portfolio quality.
• Support Pan Caribbean Audit resolution ensuring portfolio quality and partnering and consulting with internal/external partners to develop risk management practices to improve and close gaps.
• Ensure that all teams are adhering to risk practices and play a key role in maximizing returns and reducing losses through initiative-taking portfolio management.
• Deliver exceptional Client experience and creating a winning and change ready culture. Building an engaged and skilled team through coaching routines, development planning. Providing advice and solutions to equip them with self-service access.
• Model, develop and coach team to take ownership and resolve client concerns at first point of contact applying the “Make it Right” principles.
• Collaboration with external partners to ensure consistency and clear alignment of role strategy as it relates to portfolio quality and risk management.

• Led a department within a centralized client fulfillment/servicing Centre, operationalizing client care strategies, providing direction relative to the identification of process and efficiency improvements, problem resolution and integration/implementation of new initiatives and activities.
• Responsible for the attainment and maintenance of established service standards (Client Service Commitments).
• Accountable for the delivery of the department goals and objectives, while managing against business plan, operational credit risk mitigation and enhancing the client experience.
• Key contact for day-to-day activities regarding legal action for secured and unsecured Collection Portfolio; Repossessions, Restructures and Overdue Written Off accounts in the Trinidad Collection Centre.
• Contributes to business plan/budget commitments.
• Maximize return on litigation files, reduces losses, minimizes costs, and ensure optimization of the client experience.
• Identifies the strengths of potential resources/talent to achieve business targets.

• Supervise and monitor an assigned Retail and Micro Business collection portfolio minimizing the Bank’s loan losses. Maintain responsibility for delinquent accounts transferred from the business and the management of same for full duration until sufficiently satisfactory to return to the field or liquidated via realization of collateral. Ensure activities are completed within guidelines.
• Provide Collections Officers and field personnel where appropriate with technical assistance and counsel in up-grading and/or collection of problem accounts in the Retail Banking Loan Portfolio.
• Where necessary and in partnership with the assigned Officer, develop and maintain relationships with customers whose financial situation may impaired temporarily but display an acceptable attitude toward the debt and have potential of again becoming good customers of the Bank.
• Promote teamwork by committing to deliver continuous elevated levels of service to Colleagues/Partners.
• Plan and manage, manage with support of the HR Department, the coordination of recruiting, career development and training activities of subordinates, with the purpose of ensuring efficiency, motivation, and succession planning, promoting teamwork, and seeking to balance staff development and organizational capability requirements.
• Completion of coaching routines for direct reports

• Lead a team of specialized delinquency officers.
• Provide the relevant training to ensure agent performance.