Summary
Overview
Work History
Skills
Accomplishments
Additionalperformanceactivities
Timeline
Generic

Bianca D'Souza

Mississauga,Canada

Summary

A dynamic Team Leader and Learning Enablement Lead at Royal Bank of Canada, I excel in developing innovative training materials and enhancing Team performance, showcasing superior interpersonal skills and a knack for multitasking. Leveraged my candid coaching abilities to lead and uplift a 21 Employee Team, driving productivity and fostering a supportive environment. Expert in operational enablement support with a proven track record of success.

Overview

18
18
years of professional experience

Work History

Learning Enablement Lead – Operations Enablement & Integration

Royal Bank of Canada
Toronto
09.2024 - Current
  • Developing of training aids, including product job aids and reference guides
  • Work closely with National Office on new initiatives and introduce new initiatives in the form of training sessions to Personal Lending Processors
  • Lead Training sessions, ensuring clarity and understanding around existing and new processes
  • Encourage open discussion amongst Trainees
  • Utilizing Leadership skills to enable and guide the LEL Team into positive and forward thinking and developing new ideas and concepts to deliver successful training material and sessions

Senior Team Leader (Summer Secondment)

Royal Bank of Canada
Toronto
05.2024 - 08.2024
  • Managed a Team of 21 Students
  • Coach and develop direct reports on all major activities
  • Identify areas of concern that impact performance, and provide suggestions and solutions for performance improvements in procedures, processes or systems to support other functions
  • Identify successes to ensure direct reports are placed in roles to set them up for success
  • Manage the Team's daily workflow and assignments, providing coaching on product strategies that help drive business needs
  • Communicate pertinent information on goals and timelines
  • Maximize productivity by scheduling shifts and overtime as needed by the Business, including setting up employees for cross-training and up-skilling as appropriate
  • Ensure Employees address all urgent requests in a timely manner
  • Hold bi-weekly Team meetings and bi-weekly individual chats
  • Ensure the Team has the appropriate work and home life balance
  • Hold Team ‘Fun Fridays' to encourage the Team to be engaged and build confidence in a remote environment

Learning Enablement Lead – Operations Enablement & Integration

Royal Bank of Canada
Toronto
11.2023 - 05.2024
  • Developing of training aids, including product job aids and reference guides
  • Work closely with National Office on new initiatives and introduce new initiatives in the form of training sessions to Personal Lending Processors
  • Lead Training sessions, ensuring clarity and understanding around existing and new processes
  • Encourage open discussion amongst Trainees
  • Utilizing Leadership skills to enable and guide the LEL Team into positive and forward thinking and developing new ideas and concepts to deliver successful training material and sessions

Subject Matter Expert – Personal Lending Origination Group

Royal Bank of Canada
Toronto
02.2015 - 11.2023
  • Speaking up for the good of RBC and Personal Lending
  • Proving my input and feedback on topics that affect Personal Lending functions and suggesting solutions to obtain best possible solutions
  • Promoting and championing key concepts to improve on RBCs values, including accountability and sound judgement
  • Involved with Projects with different Teams (National Office, OE&I, Process Transformations) providing support and knowledge on the PLOG processing systems and processes, for testing purposes
  • Utilizing deep knowledge and experience of RBC products, processes and policies, and applicable systems/applications to assist National Office in initiatives required to streamline processes, and to improve Client experience
  • Utilizing proven depth of knowledge and experience of applicable complex products/processes for quality end to end referral and transfer of knowledge by leading extensive Training sessions for employees and business partners, with adherence to RBC policies and procedures
  • Initiate and facilitate team huddles/team meetings to ensure clarity and understanding around existing and new processes
  • Encourage open discussion amongst those we support as well as peer group in a positive and respectful manner
  • Developing of Training aids and general references and guide for the support of the various Processing Teams
  • Implementing solutions in the form of new concepts and ideas to assist Personal Banking Operations to reach its goals
  • Identifying gaps in the process and offering solutions, ensuring the Team is operationally sound
  • Take ownership of raising system issues within the training environment at first point of identification
  • Log appropriate tickets to ensure the problem is rectified with minimal down time of Agents and Officers as well as communicate to the Management/Leadership group

Relationship Co-ordination Officer

Royal Bank of Canada
Toronto
11.2012 - 02.2015
  • Providing of secure and accurate information to Service Partners including Branches, Mortgage Specialists, Lawyers and Title Insurance Providers after asking security questions and for id verifications
  • Accurately reviewing and processing of the various products under Residential Mortgages, Builder Mortgages and Homeline Plans
  • Obtaining client background security and credit bureaus through RBC's online system
  • Ensure documentation contains accurate client information prior to mortgage processing
  • Co-ordination and providing of RBC's Legal documentation and forms for Branches, Lawyers and Title Insurance Providers

Home Equity Closing Officer

Royal Bank of Canada
Toronto
08.2007 - 11.2012
  • Accurately reviewing and processing of the various products under Residential Mortgages, Builder Mortgages and Homeline Plans
  • Obtaining client background security and credit bureaus through RBC's online system
  • Ensure documentation contains accurate client information prior to mortgage processing
  • Co-ordination and providing of RBC's Legal documentation and forms for Branches, Lawyers and Title Insurance Providers

Account Service Agent (New Mortgage Applications)

Royal Bank of Canada
Toronto
01.2007 - 08.2007
  • Compilation and co-ordination of mortgage documents for legal processing
  • Co-ordination of documentation for RBC branches
  • Obtain client background security searches for Western provinces
  • Ensure documentation contains accurate client information prior to mortgage processing

Skills

  • Leadership
  • Training
  • Time management
  • Multi-tasking
  • Organizational skills
  • Ability to work under pressure
  • Teamwork
  • Flexibility
  • Confidentiality
  • Coaching & Communication Skills

Accomplishments

  • Winner of the RBC Performance Q3 Award - 2022
  • Winner of the RBC Performance Q2/Q3 Award - 2018
  • Winner of the MVP Award - 2016
  • Winner of the MVP Award - 2015
  • Winner of the Royal Performance Commitment to Excellence Award - 2015
  • Winner of the Bronze Award at the RBC Service Delivery Gala - 2014
  • Medal recipient for the Innovations Roadmap Relay - 2013
  • Winner of the Royal Performance Commitment to Excellence Award - 2013
  • Winner of the Royal Performance Commitment to Excellence Award - 2012

Additionalperformanceactivities

  • 2023, Roll out of Client360 to Personal Lending Teams, Part of the Builder CSD/CED initiative for Linx upgrades with National Office. Including testing, logging all applications, and providing feedback. Obtaining approvals and rolling out updates to Personal Lending Teams, Involved in the Process MAP meetings with National Office, providing streamline process flow of Personal Lending's responsibilities.
  • 2022, Involved in the Complaint Tracking meetings with National Office, simplifying PLOG's requirements, and rolling out to the Teams. Worked with National Office on the new HOST Emulator Pilot. Including testing and providing feedback on how functions will affect PLOG. Casper Hold Co. for HLP and HLP Limit Increases. Involved in meetings with National Office. Provided information and feedback on PLOG's requirements. Resulted in a new process and elimination of workarounds. Valiform / Tools within PLOG. Worked closely with National Office, reporting errors and gaps, logging tickets, testing until fixes are in place.
  • 2018/2019, Projects: Part of the Purchase end to end lab with a National Office Team at Water Park Place, providing in depth knowledge on processes followed at PLOG.

Timeline

Learning Enablement Lead – Operations Enablement & Integration

Royal Bank of Canada
09.2024 - Current

Senior Team Leader (Summer Secondment)

Royal Bank of Canada
05.2024 - 08.2024

Learning Enablement Lead – Operations Enablement & Integration

Royal Bank of Canada
11.2023 - 05.2024

Subject Matter Expert – Personal Lending Origination Group

Royal Bank of Canada
02.2015 - 11.2023

Relationship Co-ordination Officer

Royal Bank of Canada
11.2012 - 02.2015

Home Equity Closing Officer

Royal Bank of Canada
08.2007 - 11.2012

Account Service Agent (New Mortgage Applications)

Royal Bank of Canada
01.2007 - 08.2007

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Bianca D'Souza