Brendon Rupasena
Toronto,ON
Summary
Results-driven banking professional with over 5 years of progressive experience at RBC, specializing in training, operations, and process improvement within the Home Equity Closing Centre. Proven track record of leading training initiatives, streamlining workflows, and driving operational excellence with measurable outcomes—such as achieving a >90% training graduation rate and maintaining an error rate below 2%. Known for strong analytical abilities, cross-functional collaboration, and a commitment to continuous improvement. Adept at balancing detail-oriented execution with big-picture thinking to support organizational goals.
Overview
6
6
years of professional experience
Work History
Learning Enablement Lead
Royal Bank of Canada, RBC
11.2023 - Current
- Collaborated with national office partners to effectively implement new and updated procedures. Led the integration of the Creditor Payout process to seamlessly incorporate Home Advisor deals, offloading 100% of the workload to the home of best fit.
- Conducted successful training sessions for both new hires and existing employees resulting in a graduation rate of over 90%.
- Provided coaching and best practice to trainees to enhance their skills and ability to exceed targets. Assisted them in reaching the goal of minimizing errors to below 2%.
- Updated training materials and support resources to ensure compliance with the Home Equity Closing Centre processes.
Subject Matter Expert
Royal Bank of Canada, RBC
05.2021 - 11.2023
- Extensive knowledge of processes and functions within the Home Equity Closing Centre.
- Offered support to agents needing clarity on processes and next steps.
- Investigated 12-15 escalations daily to swiftly and effectively resolve issues.
- Collaborated with partners, branch personnel, law firms, and First Canadian Title to achieve objectives.
Operations Agent
Royal Bank of Canada, RBC
05.2019 - 05.2021
- High-performing professional with a proven ability to consistently achieve and exceed key performance indicators.
- Exhibited strong attention to detail funding mortgage applications with a error score of less then 2%.
- Assumed additional responsibilities in the absence of the team lead, effectively assigning and completing files in a timely manner.
- Processed mortgage applications to provide necessary funding for clients purchasing their homes.
Education
Bachelor of Engineering - Industrial Engineering
Toronto Metropolitan University
Toronto, ON06-2019
Skills
- Training & Mentorship
- Process Improvement & Documentation
- Analytical Thinking & Problem Solving
- Time Management & Prioritization
- Cross-Functional Collaboration
- Mortgage Operations & Compliance
Timeline
Learning Enablement Lead
Royal Bank of Canada, RBC
11.2023 - Current
Subject Matter Expert
Royal Bank of Canada, RBC
05.2021 - 11.2023
Operations Agent
Royal Bank of Canada, RBC
05.2019 - 05.2021
Bachelor of Engineering - Industrial Engineering
Toronto Metropolitan University
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