Ayub Bhula
Ajax
Summary
Experienced Team Manager with over 5 years of experience in the banking Industry. Excellent reputation for resolving internal problems and improving customer/colleague satisfaction.
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 9 years of extensive leadership experience in banking. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Manager II - Customer Assistance
TD Bank
01.2024 - Current
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Led a team of 15 employees relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements. increased productivity 3% YoY.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed detailed plans based on broad guidance and direction.
- Manage a large loan book while mitigating potential losses.
Team Manager - Customer Assistance
TD Canada Trust
09.2021 - 01.2024
- Developed and delivered new hire transition training and quality assurance programs.
- Facilitated meetings to communicate team performance goals and results.
- Evaluated employee performance on basis and coached and trained team members, increasing quality of work and employee motivation.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Provide communications support to Managers, Communications and Senior Associate, Communications on ad hoc requests, as required, ensuring communications adhere to TD brand guidelines.
Senior Operations Officer
TD Canada Trust
06.2019 - 09.2021
- Responsible for all third-party requests by providing answers, information or documentation that may aid in maximizing overall return from agencies.
- Oversaw teams planning, implementing and realigning field and base operational strategies.
- Handled administrative requirements smoothly and efficiently, including maintaining records.
- Used coordination and planning skills to achieve results according to schedule.
- Worked closely with Vendors to maintain optimum levels of communication to effectively and efficiently complete projects.
- Responsible for managing Skip Inbox and distribution of new skip assignments to agencies daily.
- Compare various agencies, operating processes and other functions to identify opportunities to increase efficiency.
- Weekly/monthly conference calls to address concerns, or provide project updates
- Maintain current contracts, non-disclosure agreements, and other legal documents relating to vendors.
Customer Account Specialist
TD canada Trust
09.2017 - 06.2019
- Documented customer habits and preferences and recommended product and service updates to management.
- Handle delinquent auto loans and help customer bring them up to date.
- Take Inbound and Outbound calls for customers looking to make payments on delinquent loans. Offer deferrals, payment plans etc.
- Make business decision to repossess vehicles that are beneficial to business.
- Work within team to meet monthly collection goal
- Maintain control of manual queue of delinquent accounts to ensure accounts do not go overly delinquent
- Train new employees to ensure smooth transition into role
- Handle escalation calls for overly difficult customer interactions
- Make business decisions to repossess vehicles while abiding by provincial guide lines (seize of sue provinces)
Customer Service Representative
TD Canada Trust
04.2015 - 09.2017
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Promoted products or services to each customer to consistently achieve sales targets.
- Sold and cross-sold bank products to new and existing customers.
- Assisted customers with compromised debit cards and issued new credentials.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
Education
Pre Health Science - Health Sciences
Durham College
Oshawa, ON08.2020
Skills
- Customer Service
- Relationship-Building
- Collaboration
- Interpersonal Communication
- Verbal and written communication
- All Microsoft system software proficiency
- Organization and Time management
- Planning and Coordination
- Staff development
- Succession planning
- Workforce planning
- Performance coaching
Accomplishments
- Q1 and Q3 League of Excellence award 2018
- Q4 League of Excellence award 2019
- Ambassador heart and stroke foundation
- Visible Minorities committee member
- Multiple Colleague impact awards
- Q2 and Q3 Epic winner
- Annual Epic winner 2024
Certification
CPR LEVEL C
Timeline
Team Manager II - Customer Assistance
TD Bank
01.2024 - Current
Team Manager - Customer Assistance
TD Canada Trust
09.2021 - 01.2024
Senior Operations Officer
TD Canada Trust
06.2019 - 09.2021
Customer Account Specialist
TD canada Trust
09.2017 - 06.2019
Customer Service Representative
TD Canada Trust
04.2015 - 09.2017
CPR LEVEL C
Pre Health Science - Health Sciences
Durham College
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