Summary
Overview
Work History
Education
Skills
Leadership Experience
Awards
Languages
Timeline
Generic

ERIKA TOROK TORRES

GTA,ON

Summary

Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

24
24
years of professional experience

Work History

Director, Partnerships

Scotiabank
04.2020 - 10.2023
  • Led and drove a customer focused culture by managing all day-to-day operations with our strategic partners (D2C/Creditor: Chubb, Manulife, Johnson, Canada Life, Sunlife) and internal teams and partners
  • Understood how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Created an organizational environment in which my team/leaders pursued effective and efficient operations of his/her respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
  • Built a high performance environment and implements a people strategy that attracted, retained, developed and motivated the team by fostering an inclusive work environment and using a coaching mindset driven by behaviours; communicating vison/values/business strategy; and managing succession and development planning for the team.

Senior Manager, Business Banking Onboarding Agile Lab

Scotiabank
01.2019 - 04.2020
  • Successfully led & launched a national technology project for Small Business delivering outcomes that improved customer and employee experience and core business success metrics including new customer acquisition growth, engagement metrics and process efficiency gains.

Branch Manager. Sales, Service & Advice, Branch Banking

Scotiabank
07.2017 - 01.2019
  • Top results in Canada for customer satisfaction and rapid increase in sales results by over 75% year over year
  • Led team to achieve top 10 results in Canada in June 2018 *(customer pulse index) and district top 3 month over month since landing

Manager, Financial Services/Branch Manager Trainee - Retail Distribution

TD Canada Trust
01.2017 - 07.2017
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Manager, Merchant Solutions & Small Business - North American Phone Channel

TD Bank Group
01.2016 - 01.2017
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.

Learning Delivery Facilitator (Secondment) - Human Resources, Learning & Development

TD Bank Group
01.2015 - 01.2016
  • Increased participant engagement by incorporating interactive activities and group discussions into sessions.
  • Enhanced program effectiveness by collaborating with colleagues to review and revise curriculum content regularly.
  • Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
  • Contributed to improved team performance by facilitating workshops on communication, collaboration, and problem-solving techniques.

Team Manager, Merchant Solutions - North American Phone Channel

TD Bank Group
01.2013 - 01.2015
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Streamlined communication channels for increased efficiency in project execution and decision-making processes.
  • Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.

Various Branch Roles - Canadian Branch Banking, Retail Distribution

TD Canada Trust
01.2007 - 01.2013

Shift Manager, Woodbine Casino

Ontario Lottery and Gaming Corporation
01.2000 - 01.2006

Education

Ted Rogers School of Management, Executive and Corporate Education
01.2018

High Impact Coaching
2016

Negotiations & Strategic Thinking
2016

Emotional Intelligence
2016

IFIC Investment Funds in Canada Branch Compliance Officer
2016

Personal Financial Services Advisor
2016

Financial Planner 1
2016

Intro to Six Sigma Lean Professional (SSLP Certificate)
01.2016

Change Management Specialist (CMS Certificate)
01.2016

Leadership Excellence
01.2010

Rotman School of Business Certificate in Executive Business Management (course)
01.2006

Bachelor of Arts - Sociology

University of Toronto
01.2000

Diploma - Hotel and Casino Security Management

Niagara College
01.1999

Skills

  • People Leadership
  • Project Management
  • Strategic Planning
  • Employee Engagement
  • Public Speaking
  • Financial Management
  • Contract Management
  • Business Development
  • Staff Development
  • Performance Management
  • Policy Implementation
  • Operations Management
  • Customer Relationship Management (CRM)
  • Business Planning
  • Sales Techniques
  • Time Management
  • Salesforce Management
  • Complex Problem-Solving
  • Team Leadership
  • Negotiation
  • Verbal and Written Communication
  • Problem Solving
  • Effective Communication
  • Change Management
  • Employee Development
  • Customer Service
  • Project Planning
  • Team Development
  • Negotiation and Conflict Resolution
  • Goal Setting

Leadership Experience

  • APPOINTED TO LEAD THE WOMEN IN LEADERSHIP INITIATIVES SENIOR REGIONAL COMMITTEE LEADER (SCOTIABANK & TD BANK)
  • APPOINTED TO TRAIN WITH MASTER FACILITATOR IN VANCOUVER, BC CANADA (L&D)
  • APPOINTED TO BUILD AND DELIVER NEW HIRE CONTACT CENTRE ONBOARDING AND TRAINING
  • APPOINTED TO PARTNER WITH PROJECT MANAGERS TO BUILD THE NEW HR CALL CENTRE TEAM (PHONE CHANNEL)
  • DEVELOPED IN BRANCH LEADERSHIP TRAINING, NEW HIRE/ONBOARDING TRAINING, ADOPTED BY THE REGION (TD)

Awards

WINNER OF MULTIPLE LEAGUE OF EXCELLENCE QUARTERLY AWARDS (PHONE CHANNEL) & MULTIPLE CHAMPION AWARDS (RETAIL)

Languages

English
Native or Bilingual
Hungarian
Native or Bilingual
Spanish
Limited Working

Timeline

Director, Partnerships

Scotiabank
04.2020 - 10.2023

Senior Manager, Business Banking Onboarding Agile Lab

Scotiabank
01.2019 - 04.2020

Branch Manager. Sales, Service & Advice, Branch Banking

Scotiabank
07.2017 - 01.2019

Manager, Financial Services/Branch Manager Trainee - Retail Distribution

TD Canada Trust
01.2017 - 07.2017

Manager, Merchant Solutions & Small Business - North American Phone Channel

TD Bank Group
01.2016 - 01.2017

Learning Delivery Facilitator (Secondment) - Human Resources, Learning & Development

TD Bank Group
01.2015 - 01.2016

Team Manager, Merchant Solutions - North American Phone Channel

TD Bank Group
01.2013 - 01.2015

Various Branch Roles - Canadian Branch Banking, Retail Distribution

TD Canada Trust
01.2007 - 01.2013

Shift Manager, Woodbine Casino

Ontario Lottery and Gaming Corporation
01.2000 - 01.2006

Ted Rogers School of Management, Executive and Corporate Education

High Impact Coaching

Negotiations & Strategic Thinking

Emotional Intelligence

IFIC Investment Funds in Canada Branch Compliance Officer

Personal Financial Services Advisor

Financial Planner 1

Intro to Six Sigma Lean Professional (SSLP Certificate)

Change Management Specialist (CMS Certificate)

Leadership Excellence

Rotman School of Business Certificate in Executive Business Management (course)

Bachelor of Arts - Sociology

University of Toronto

Diploma - Hotel and Casino Security Management

Niagara College

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ERIKA TOROK TORRES