Erika Nessman
Courtenay
Summary
Dynamic and motivated professional eager to leverage education and diverse experience within an organization that prioritizes personal, professional, and community growth. A strong commitment to fostering collaborative environments and driving positive change aligns with the mission of forward-thinking organizations. Proven ability to adapt and thrive in fast-paced settings while maintaining a focus on continuous improvement and member/client experience. Seeking to contribute energy and innovative ideas to a team dedicated to making a meaningful impact.
Overview
19
19
years of professional experience
Work History
Area Manager/Branch Manager
Coastal Community Credit Union
09.2019 - Current
- Held positions of Assistant Manager, Branch Manager, and Area Manager, Regional Manager (temp 2022) and Sr. Regional coverage 2024/25
- Managing a team of up to 27 FTE across multiple locations, including alternate banking channel of Interactive Tellers servicing locations across Vancouver Island
- 2020-2023 led initiatives to repair and stabilize employee engagement, lifting Great Place to Work overall employee experience score from 58% to 92% between 2020-2023; specifically, improving psychological safety from 23% to 85% and managerial index from 67% to 94%
- 4th St Transformation Project- Led branch team through the organization’s largest transformation initiative in collaboration with divisional leads, overseeing change management, operational strategy, and advisory-based service implementation; transitioned full operations to temporary facilities and back, and launched a new member service experience featuring virtual queuing
- Oversee and execute coaching cadence and quality utilizing CON2ECT, MX standards and target operating model framework and approach
- Succession planning and workforce management, including onboarding, training, and performance management of branch and ITM staff to meet service level needs within budgeted FTE
- Organized, prioritized, and communicated branch objectives and strategy leading to improved progression of skills and ability to deliver service.
- Developed strategic plans to drive operational efficiency and streamline workflows across divisions to enhance member/client experience.
- Analyzed performance metrics to identify areas for process improvement and implement effective solutions
- Mentored and coached management and staff to achieve performance metrics through a member-centric focus
- Member-centric and results oriented; highest branch pre-approved loan results in organization with $750k funded loans and 53% CUMIS participation. 9.5% Consumer lending growth, 5.4% deposit growth, 61% MLI, FTE favorable to target YTD
- Managed regional mortgage broker relationships prior to centralization
Assistant Branch Manager, Branch Compliance Officer
Bank Of Montreal
11.2010 - 08.2019
- Held positions as Customer Service Rep. Financial Services Manager and presently Assistant Branch Manager.
- Oversaw all operations for the location including cash management, review of branch investment and lending files prior to submission for audit. Alternate BCO for branch and market.
- Lead and facilitated the market Customer Loyalty initiative to analyze and identify opportunities to increase customer loyalty scores.
- Initiated and fostered partnership with 19 Wing Comox, to present at Welcome, Officer and Junior mess briefs, REXPO, to increase local exposure for BMO's Canadian Defense Banking program.
District Manager Western Canada
Links of London, Holt Renfrew
12.2006 - 12.2009
- Workforce management for a team of 25
- Directed multi-store operations, aligning strategies with corporate objectives to enhance overall performance.
- Second highest volume store in Canada in 2008 and 2009.
- Developed and executed regional marketing events, increasing brand visibility and customer engagement across multiple locations.
- Client relations management; created exceptional brand experiences and developed lasting relationships that increased retention and growth.
- Established positive and successful referral relationships between the Links of London team and Holt Renfrew team.
Education
BBA - Management
Vancouver Island University (VIU)
01-2006
Fellow of The Credit Union Institute of Canada -
Dalhousie University
Halifax01-2022
ELeadership 12 Month Program -
Eleadership Academy
01-2024
Skills
- Proactive strategist for objectives
- Strong interpersonal skills
- Adaptable and open-minded
- Effective time management and prioritization skills
- Systems-oriented thinker
- Effective cross-functional collaborator
- Articulate written and spoken communicator
- Authentic and values-led leadership approach
Timeline
Area Manager/Branch Manager
Coastal Community Credit Union
09.2019 - Current
Assistant Branch Manager, Branch Compliance Officer
Bank Of Montreal
11.2010 - 08.2019
District Manager Western Canada
Links of London, Holt Renfrew
12.2006 - 12.2009
BBA - Management
Vancouver Island University (VIU)
Fellow of The Credit Union Institute of Canada -
Dalhousie University
ELeadership 12 Month Program -
Eleadership Academy
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