Summary
Overview
Work History
Skills
Accomplishments
Timeline
Languages
Languages
Languages
Languages
Generic
Domenico Niro

Domenico Niro

Laval,QC

Summary

I'm a seasoned banking operations expert with over 17 years of comprehensive experience, demonstrating a consistent record of elevating efficiency, optimizing customer experience, and developing strong people and culture. I've successfully navigated diverse roles spanning Collections, Sales, Call Center Operations, Learning & Development, Supplier Management before being appointed Head of Unsecured Lending Services. My exposure to diverse roles allows me to analyze processes, performance, and challenges from a holistic perspective, enabling me to devise and implement strategic improvements that deliver maximum impact.

Overview

17
17
years of professional experience

Work History

Head of Unsecured Lending Services

HSBC Bank Canada
05.2023 - Current
  • Oversight of all back office operations related to retail and commercial credit cards, unsecured loans, and Quebec mortgages with teams located throughout Canada, and globally (approx. 40 employees across direct and functional reports).
  • Drive performance improvement and ensure high levels of morale and motivation within mid to senior level management team by building and fostering culture of self-improvement, conducting regular 1-1s to understand individual needs, coaching to areas of development, and conducting regular reviews of personal and team stats.
  • Build and develop strong relationships with internal and external senior/executive level stakeholders, including with COO, and ensure they are properly managed when dealing with high impact issues.
  • Ensure adherence to daily SLAs, quality and risk related targets across all back office teams under management. Consistently attained target of 98.5%+.
  • Accountable for quarterly review of risk, materiality assessments, and monitoring programs to ensure risk controls are fit for purpose, or enhanced based on trends, and/or reported incidents across bank.
  • Support internal and external audits as required.
  • Conduct quarterly reviews of forecasts and adjust capacity plan/FTE count accordingly.
  • Drive transformation to improve operational efficiency through implementation of technology and/or procedural changes.
  • Accountable for all B2B2C supplier relationships related to credit cards, including adherence to daily SLAs, cost saving targets, annual OpEx budget (approx. $20M USD/year), risk and control monitoring, compliance with OSFI and all other regulatory bodies.

Business Partner Manager - Card Operations

HSBC Bank Canada
02.2015 - 04.2023
  • Manage team of Assistant Business Partner Managers (ABPM) who were assigned portfolio of Credit Card related suppliers, and ensure adherence to all performance and quality targets.
  • Work closely with ABPMs to provide support/assistance as required for tasks ranging from remediation of incidents/issues to implementation of new processes/technology.
  • Lead contract negotiations and RFPs with support from Procurement and Legal. Participated in negotiations for more than 50 contract, amendments, and SOWs worked over tenure.
  • Ensure third party vendor relationships were managed in accordance with applicable standards, policies and regulatory guidelines.
  • Responsible for overseeing inventory, production, personalization, and issuance of all cards offered by HSBC Canada, as well as adherence to all relevant PCI DSS payment card standards and related data (Retail & Commercial Banking).
  • Work closely with internal stakeholders, and third parties to deliver transformative changes that drive improved customer outcomes or enhance efficiency.
  • Act as main contact for production issues requiring ability to quickly evaluate solutions and make decisions while under pressure.
  • Continuously develop and foster good professional relationships with internal and third party executive and senior management level stakeholders.
  • Plan and manage annual operating plan (OpEx) of $15M-$20M USD, and achieve annual savings targets.

Trainer - Contact Centre

HSBC Bank Canada
07.2014 - 01.2015
  • Create and deliver 6-week training program for new contact centre hires.
  • Oversight of offshore contact centre trainers to ensure consistent delivery of training material across all sites.
  • Use coordination and planning skills to ensure training was delivered within prescribed timeline.

Senior QA Specialist - Contact Centre

HSBC Bank Canada
05.2012 - 06.2014
  • Manage several projects related to implementation of new contact centre quality standards within local and global service centres.
  • Collaborate with suppliers to design and implement customer satisfaction survey for our contact centres.
  • Redevelop and implement new incentive and recognition plans for Collections department guided by "pay for performance" model.
  • Work with supplier on-site for several weeks in order to build an IVR, train temporary customer care team, and manage daily operations in order to mitigate high call volumes following the announcement of HSBC Financial's closure.

Assistant Branch Sales Manager - Centralized Sales

HSBC Financial
11.2010 - 04.2012
  • Collaborate with Branch Manager in creating centralized branch which sold unsecured loans and lines of credit by phone. The branch outperformed all 70 branches nationwide when comparing sales per associate within 6 months.
  • Worked with Legal, Compliance, and Executive team to develop all aspects of branch from scripting to incentive plans.
  • Responsible for managing 12 Sales Reps. Tasks included; hiring, performance reviews, coaching and audits.

Skills Qualification Training Representative

HSBC Financial
03.2010 - 10.2010
  • Responsible for providing coaching to Customer Care and Collections agents within local and global contact centres in order to drive improved performance.

Collector - X Days to Charge-Off

HSBC Financial
10.2006 - 02.2010
  • Consistently exceeded performance targets while managing monthly inventory of $250k-$500k.

Skills

  • Building and developing strong people, teams, and culture
  • Driving performance
  • Instituting strong relationships with Senior and Executive level stakeholders
  • Enhancing processes while keeping customer experience at heart
  • Supplier/Third party management (B2B & B2B2C)
  • Risk Mitigation - ensuring business and customers are safe by assessing risk prior to making decisions
  • Leading by example!

Accomplishments

  • Highest possible "Top Performer" and "Role Model" performance ratings since 2017.
  • Many Direct Reports promoted to Management, and Senior Management roles.
  • Led negotiation with DHL which yielded close $270k USD in annual cost savings.
  • Responsible for implementation of enhanced workflow systems/tools within several Ops teams to eliminate manual processes and reduce associated risks.
  • Worked with tax team and challenged invoiced tax being charged by supplier after they moved their operation to the US. The review led to savings of $205k USD + on-going savings.
  • Innovation/Sustainability: Led implementation of a digital PIN solution in order to reduce paper use, and reduce costs associated with PIN delivery.
  • Numerous Lion Awards highlighting achievements.

Timeline

Head of Unsecured Lending Services

HSBC Bank Canada
05.2023 - Current

Business Partner Manager - Card Operations

HSBC Bank Canada
02.2015 - 04.2023

Trainer - Contact Centre

HSBC Bank Canada
07.2014 - 01.2015

Senior QA Specialist - Contact Centre

HSBC Bank Canada
05.2012 - 06.2014

Assistant Branch Sales Manager - Centralized Sales

HSBC Financial
11.2010 - 04.2012

Skills Qualification Training Representative

HSBC Financial
03.2010 - 10.2010

Collector - X Days to Charge-Off

HSBC Financial
10.2006 - 02.2010

Languages

  • English, French, Italian: written, spoken

Languages

  • English, French, Italian: written, spoken

Languages

  • English, French, Italian: written, spoken

Languages

  • English, French, Italian: written, spoken

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Domenico Niro