Daniel Otoya La Serna
Vancouver,Canada
Summary
Results-driven Supervisor with experience steering and directing all aspects of operations. Practiced in orchestrating multiple projects with competing priorities involving process improvements, safety initiatives and quality control. Recognized and commended for collaborating with upper management to achieve organizational objectives.
Overview
11
11
years of professional experience
Work History
Supervisor of Services for Wholesale Banking
Scotiabank Perú SAA
Peru
11.2018 - 10.2021
- Measured team operation time based on customer request; processes were improved, attending 50% faster customer operations
- Provided operational support service to commercial areas of Wholesale Banking
- Managed customer service reports; a tool was created to obtain real-time data on customer requests (time, responsibility, quantity) to provide timely follow-up
- Supervised and ensured strict compliance with current regulations and AML and PLAFT policies—100% achievement of the audits performed locally (Peru) and internationally by headquarter (Toronto)
- Promoted a high-performance atmosphere by putting personnel initiatives in place and encouraging organizational, individual and professional growth
- Scotiabank recognized me with the 'Protagonist of Change' award for making process improvements, saving customers and area by 30%, becoming more paperless and improving the customer experience.
Branch Operations Manager
Scotiabank Perú SAA
Peru
09.2010 - 10.2018
- I received the 'Scotia Grade' award for commercial and operational goal achievement two years consecutively
- Managed personnel in charge as well as vital documentation for placement of banking products
- I led local digital campaigns, which my team won, for 150% compliance
- Meet and over-achievement of business objectives
- Compliance with the Prevention of Money Laundering policy
- Developed high-performance teams within the organization
- Daily balancing of a bank vault
- 100% achievement in audits performed locally (Peru)
- Resolved problems, improved operations and provided exceptional customer service.
Education
MBA - Master in Business Administration
University Canada West
07.2023
Bachelor's Degree - Business Administration
Peruvian University of Applied Sciences (UPC)
12.2017
Skills
- Quality Assurance
- Problem-solving
- Operational process improvement
- Decision-Making
- Quality Customer Service
- Motivational Leadership
- Banking Services
- Fluent in Spanish
- Goal-Oriented
Timeline
Supervisor of Services for Wholesale Banking
Scotiabank Perú SAA
11.2018 - 10.2021
Branch Operations Manager
Scotiabank Perú SAA
09.2010 - 10.2018
MBA - Master in Business Administration
University Canada West
Bachelor's Degree - Business Administration
Peruvian University of Applied Sciences (UPC)
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