Daniel Rajah

Develop and deliver on the sales strategies that exceed growth objectives and create a highly engaged team:

• Develop and implement sales strategies and enhance processes to have clear line of sight with targets.
• Be a transformational sales leader and effective communicator with change.
• Create a coaching culture focused on employee development and rewarding high performance.
• Use collaboration to build effective partnerships with focus on the client experience at all points of contact.
• Constantly leverage sales data to analyze results to make strategic or tactical adjustments to exceed goals.

Responsible for the digital transformation of the organization to improve sales effectiveness through the implementation of:

• State of the art phone systems at the Contact Centre, the branch and head office network.
• Calendar booking tool for a customer to request a meeting with an advisor on-line.
• Text, Live Chat and Chat Bot channels of communication for the customer.
• Interactive Teller Machine deployment, including contact centre resourcing, staff training and operational requirements to deliver an enhanced and seamless customer experience.
• Ongoing and transparent staff communication as a key component of change management.

Delivering on a memorable customer experience and achieve sales goals:

• Staff recognition for exceeding the expectations of the customer and for going above and beyond.
• Review of customer feedback to identify opportunities for areas of improvement.
• Ongoing review, monitoring and updating of customer experience service and sales process standards.
• Support a customer centric approach by all staff to consider the customer experience when making decisions.

Focus on Continual Membership Growth and increasing share of wallet through cross selling:

• Implement training programs with coaching to increase employee advice capabilities to improve sales effectiveness and performance.
• Implement new alternative web based onboarding tools to provide additional convenient options to grow membership accounts.
• Provide ongoing market competitive analysis with respect to company deposit and lending product rates.
• Identify trends and recommend solutions to improve product offering.
• Encourage branch involvement within their community to support local events and to promote the benefits of becoming a client.
• Identification and implementation of a CRM tool that is user friendly, and supports customer contact strategies.

Delivery of a superior Member and employee experience, operational excellence and profitability of DUCA's Flagship branch.

• Improved employee engagement and performance through coaching and development.
• Attracted and retained top talent at all positions within the branch.
• Improved operational effectiveness and branch compliance.

Responsible for the sales planning function for Retail Banking, including forecasts, budgets, assignment of sales targets.

• Defined, evolved and implemented effective and consistent sales management practices across Retail Banking using an activities-based management approach.
• Worked collaboratively with key stakeholders to identify and support the implementation of technology optimizing sales and advice delivery i.e. new CRM tool.
• Identified sales training needs, provided best in class training programs, and recommend incentive and compensation programs to create an advised based culture.

Ensured efficient operations in Small Business Banking adjudication and funding departments across the country

• Implemented new small business initiatives to enhance the end to end customer experience.

Responsible for managing a team of Small Business and Commercial underwriters in charge of reviewing credit deals submitted for approval by the branch.

• Worked with underwriting team to review complex deals to find a way to say "yes" for the approval while mitigating risk.
• In collaboration with Credit Analysts and Small Business/Commercial Retail lenders, facilitated to structure a credit request to meet customer needs.

Executed strategic plan to increase branch profit and reduce operating costs. Worked to create a positive and memorable customer and employee experience.

• Improved overall branch performance from 4th quartile to 1st Quartile within 6 months.
• Initiated disciplined staff coaching regime to improve employee engagement and performance.

Developed a team of sales professionals to meet and exceed customer satisfaction and sales goals.

• Acted as the Assistant Branch Manager supporting all staff as required.
• Discussed branch performance with District Vice President on a monthly basis as part of the branch review.

Responsible for translating sales results into tangible action items.

• Implemented best in class sales management practices across all TDCT Contact Centre Channels.
• Analyzed sales results and provided recommendations to Contact Centre Leadership to close relevant gaps.

Responsible for the customer service experience, productivity and sales results for a Telephone Banking and Investment Services Teams

• Through observation of daily activities including customer interactions and advice opportunities recommended over the phone based on the needs of the customer.
• Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.

Managed a team of customer service representatives, responsible for assisting customers with day to day transactions in the branch, while providing sales and advice.

• Delivered fast, friendly and knowledgeable service for customer transaction requests, assisted with complex questions or service related issues.
• Addressed customer complaints in a timely manner, providing coaching to the employee as required.
• Ensured exceptional cash operations and risk management.