Devam Kalra
Regina,SK
Summary
Supervisor Client Services and Internal support SGEU 11 currently working with Ministry of Finance equipped with over 3 years of experience in Finance and Client services excels in enhancing operational efficiency and client satisfaction through innovative solutions. Demonstrates strong proficiency in client-centric expertise,Policy making and implementation, digital education, technological adeptness and ensuring effective operations and accountability of various teams as a leader
Overview
3
3
years of professional experience
2
2
years of post-secondary education
Work History
Supervisor Client Services and Internal Support
Ministry of Finance
06.2024 - Current
- Leading the research and program design aspects of the performance management framework to support a more unified and strategic approach to performance management
- Developing new and refining existing system-level performance measures and targets in support of the Client services and Programme registrations and subsequently report on progress and corrective actions
- Leading program evaluation and implementation work to develop processes and integrate them into performance measurement and goal-setting processes;
- Communicating performance framework standards on new LCT, IFTA or clean up projects creating measurement reports, progress updates, and briefing notes on key measurement issues to a variety of audiences for insights, decision making and to influence change;
- Leading project management, change management, and quality improvement activities to identify project requirements and implement the performance management framework
Financial Services Supervisor
CIBC
1 2023 - 05.2024
- Ensured the institution's policies and procedures compliance, handled client escalations and engaged with technology and banking partners
- Documented and resolved cases in compliance with FCAC regulations and coached and trained employees on banking procedures
- Managed administrative tasks, monitored finance team operations for accuracy, and applied knowledge of financial regulations
- Collaborated with internal teams for regulatory compliance, cross-promotion opportunities, and a positive work environment
- Handled incoming financial service requests and provided personalized solutions with daily interactions and necessary follow-ups for building clientele.
Financial Services Representatives
CIBC
01.2022 - 01.2023
- Advise customers on high-level financial solutions including investment and credit banking options
- Engage customers with thoughtful questions to enhance relationships
- Increase customer confidence through personalized advice, addressing concerns, maintaining confidentiality, and accuracy
- Serve as a point of contact for frontline staff in addressing customer issues
- Collaborate with customers for financial reviews, portfolio updates, and personalized solutions
- Strive to meet service level agreements and productivity targets
- Ensure documents comply with regulations and reflect business intentions
- Foster a positive work environment, assist and mentor team members, and address communication efficiently.
Education
Hospitality and Business Management (GED) -
Fanshawe College
London, Ontario 09.2018 - 05.2020
IFIC at Mutual funds - undefined
Skills
High Proficiency in Financial Services and Customer Support Client-Centric Expertise and Knowledge in Digital Education of Clients
High Proficiency in Financial Services and Customer Support Client-Centric Expertise and Knowledge in Digital Education of Clients
High Proficiency in Financial Services and Customer Support Client-Centric Expertise and Knowledge in Digital Education of Clients
High Proficiency in Financial Services and Customer Support Client-Centric Expertise and Knowledge in Digital Education of Clients
High Proficiency in Financial Services and Customer Support Client-Centric Expertise and Knowledge in Digital Education of Clients
High Proficiency in Financial Services and Customer Support Client-Centric Expertise and Knowledge in Digital Education of Clients
Professional accomplishments
- Created and implemented a new client authentication model and policy for the revenue division.
- Created a fraud awareness guide and conducted various training sessions to enhance the over all security of the Division operations.
- CIBC tenure, Achieved $5 million in secured lending and mortgage business in Q4 2022, becoming the top performer as a Financial Services representative.
- Assisted CIBC by conducting training sessions for 8 cohorts of new FSR members, with each cohort consisting of 12-18 individuals.
- Promoted to Internal Queue Supervisor in Jan 2023, becoming the youngest ever to hold the position.
- Received Quarterly Achievers Award 3 times consecutively for top performance.
- Received multiple Moment Makers Awards for exceptional customer service skills based on client feedback.
Timeline
Supervisor Client Services and Internal Support
Ministry of Finance
06.2024 - Current
Financial Services Representatives
CIBC
01.2022 - 01.2023
Hospitality and Business Management (GED) -
Fanshawe College
09.2018 - 05.2020
Financial Services Supervisor
CIBC
1 2023 - 05.2024