Eddie Hadi
Senior Manager, Advisor Enablement
Calgary,AB
Summary
Accomplished Senior Manager with 8+ years of experience in the financial services industry. Expertise in leadership for over 14 years, team management, and process improvement. Skilled in coaching and developing employees to drive business outcomes. Passionate about delivering exceptional client experiences and sustainable business growth.
Overview
16
16
years of professional experience
4
4
Certificates
2
2
Languages
Work History
Senior Manager, Advisor Enablement
RBC Royal Bank
Calgary
05.2021 - Current
- Successfully partnered with Advice Center Senior Director, ensuring exceptional client experiences and sustainable business growth through new client acquisition, retention, and deepening client relationships.
- Produced detailed reports outlining key issues and proposed solutions.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives. (EDB Transformation)
- Improved processes by recommending operational changes.
- Implemented a coaching approach that emphasized leading with advice and engaging digitally, resulting in increased client satisfaction and improved business performance.
- Led a team of Advisor Enablement Coaches at AC, coaching and embedding strategic priorities and initiatives that were nationally and Advice Center focused, leading to enhanced team performance and goal attainment.
- Developed and enhanced leader coaching effectiveness by reinforcing consistent Practice Management Routines, resulting in improved business outcomes and increased productivity.
- Utilized reporting and observations to diagnose performance variability and identify optimal resource prioritization and allocation, leading to more efficient and effective utilization of resources.
- Planned, developed, and implemented effective strategies to convey information with key decision-makers, ensuring alignment and support for key initiatives and driving successful outcomes.
Branch Manager
RBC Royal Bank
Calgary, AB
03.2018 - 05.2021
- Achieved significant retail performance growth within the branch, focusing on business expansion through successful new client acquisition and effectively deepening client relationships.
- Actively participated in market activation planning and execution, resulting in successful market penetration and increased brand awareness.
- Successfully executed community activation plans, fostering strong connections and engagement within the local community.
- Demonstrated talent stewardship by effectively sourcing and deploying capabilities to maximize market coverage, ensuring optimal staffing and resource allocation for enhanced performance.
- Developed and managed employees, ensuring the right talent with the necessary capabilities for current and future needs, resulting in a high-performing and skilled team.
- Leveraged the power of One RBC by effectively partnering with a diverse range of internal and external stakeholders, utilizing various digital capabilities and resources to meet clients' evolving needs and provide comprehensive solutions.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Assistant Branch Manager
RBC Royal Bank
Calgary, AB
06.2017 - 03.2018
Assistant Branch Manager/Advisor
RBC Royal Bank
Calgary, AB
07.2016 - 06.2017
Advisor
RBC Royal Bank
10.2014 - 07.2016
Operations Manager - AppleCare
HGS - Hinduja Global Solutions
09.2012 - 09.2014
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed and implemented strategies to maximize customer satisfaction.
- Assisted in recruiting, hiring and training of team members.
Jr. Operations Manager
HGS - Hinduja Global Solutions
06.2012 - 08.2014
- Monitored employee productivity and optimized procedures to reduce costs.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Developed and maintain operational guidelines for staff.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
AppleCare Team Leader
HGS - Hinduja Global Solutions
08.2009 - 06.2011
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Agent
HGS - Hinduja Global Solutions
07.2007 - 08.2009
- Resolved caller issues quickly and thoroughly.
- Verified and improved quality standards by analyzing customer service metrics.
- Presented feedback to management on customer service trends and improvement areas.
- Advised customers about new products and assisted customers in determining best product for needs.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Established strong customer relationships, building recommendations and loyalty.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Skills
Leadership
Accomplishments
2020 RBC Performance Conference Award
Certification
Branch Compliance Officer (BCO) - Canadian Securities Institute
Timeline
Senior Manager, Advisor Enablement
RBC Royal Bank
05.2021 - Current
Branch Manager
RBC Royal Bank
03.2018 - 05.2021
Assistant Branch Manager
RBC Royal Bank
06.2017 - 03.2018
Assistant Branch Manager/Advisor
RBC Royal Bank
07.2016 - 06.2017
Advisor
RBC Royal Bank
10.2014 - 07.2016
Operations Manager - AppleCare
HGS - Hinduja Global Solutions
09.2012 - 09.2014
Jr. Operations Manager
HGS - Hinduja Global Solutions
06.2012 - 08.2014
AppleCare Team Leader
HGS - Hinduja Global Solutions
08.2009 - 06.2011
Agent
HGS - Hinduja Global Solutions
07.2007 - 08.2009
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