Darlene Grenier
East St Paul,MB
Summary
Proven leader at HSBC Bank with a track record of enhancing customer satisfaction and exceeding performance targets. Expert in branch operations management and fostering strong customer relationships. Achieved over 80% NPS by implementing innovative sales strategies and coaching teams towards excellence. Skilled in team supervision and mentoring, consistently driving revenue growth and operational efficiency. Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations.
Overview
24
24
years of professional experience
Work History
Branch Manager
HSBC Bank Canada/RBC Bank
2009.04 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly. Achieving over 80% NPS survey
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Coached PRM/Private Banker, RMs/BA's to help them achieve award winning standards
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Complied with regulatory guidelines and requirements.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Fostered culture of excellence and accountability, resulting in branch consistently exceeding performance targets.
Premier Relationship Manager
HSBC Bank
2008.01 - 2009.01
- Improved overall client satisfaction by addressing concerns promptly and resolving issues effectively.
- Provided comprehensive support during investment planning processes, resulting in well-informed decision making by clients.
- Conducted regular portfolio reviews with clients to assess progress towards their financial goals, recommending adjustments as needed.
- Enhanced the reputation of the bank by consistently demonstrating professionalism, integrity, and commitment to excellent customer service.
- Implemented effective sales strategies to grow assets under management and expand the client base.
- Proactively identified opportunities to upsell additional products and services, strengthening the overall value proposition for clients.
- Consistently met or exceeded annual sales targets while maintaining high levels of client retention and satisfaction rates.
- Maintained up-to-date knowledge of regulatory requirements and industry best practices to ensure full compliance within all aspects of the role.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Built relationships with customers and community to establish long-term business growth.
Customer Service Manager
HSBC Bank
2001.01 - 2008.01
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Designed incentive programs to motivate staff and improve service levels.
- Established team priorities, maintained schedules and monitored performance.
Education
High School Diploma -
Tech-Vocational High
Winnipeg, MBNo Degree - Investment Funds in Canada/BCO
Canadian Securities Institute
Toronto, ON06.1998
Skills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Attention to Detail
- Excellent work ethic
- Coaching and Mentoring
- Team Supervision
- Relationship building and management
- Strong team-builder
Timeline
Branch Manager
HSBC Bank Canada/RBC Bank
2009.04 - Current
Premier Relationship Manager
HSBC Bank
2008.01 - 2009.01
Customer Service Manager
HSBC Bank
2001.01 - 2008.01
High School Diploma -
Tech-Vocational High
No Degree - Investment Funds in Canada/BCO
Canadian Securities Institute
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