Gillian Hugh

• Led a diverse team of Operational Enablement Specialists in Personal and Commercial Banking, driving operational efficiency through floor support, complex escalations and implementation of National Office initiatives.

• Coached and developed team members, fostering a culture of continuous learning, skill-building and high performance through targeted development plans and actionable feedback.

• Analyzed data trends and patterns to identify areas of improvement, leveraging insights to drive process enhancements and operational excellence

• Ensured adherence to RBC’s risk management culture, policies and compliance standards, mitigating operational risks and safeguarding data integrity.

• Recruited and motivated top talent to develop them for future success

• Assist with rushes and escalations from multiple sources, while communicating with branches, lawyers, and other partners to reduce client impact and provide best client experience

• Assure employees apply due diligence in all transactions in accordance with bank policies and data integrity (compliance, risk, AML, etc.)

• Identify performance gaps and formulate technical coaching plans in collaboration with managers and people leaders.

• Lead new initiatives from National Office and ensure that proper communication is provided to the centre (e.g. new mortgage promotions and process updates that streamline the business)

• Collaborate to ensure efficient management of work queues on Turnpike and prioritize high value dealerships, e.g. Tesla

• Mindfully navigate challenging discussions regarding low productivity and behavioural issues while fostering an environment conducive to growth

• Exhibit strong problem-solving abilities through effectively addressing logistical and personal concerns

• Conduct 1x1 meetings with students, providing coaching and fostering accountability for error resolution

• Coordinate informal coffee chat sessions for students, providing opportunities to engage with professionals in their respective fields of interest

• Utilize virtual meetings and games in order to maintain high employee engagement and morale

• Facilitate the funding of personal mortgages and loans, ensuring all transactions are completed within the service level agreement (SLA), exceeding performance benchmarks

• End to end knowledge of HECC process - cross-trained in intake, processing and funding

• Designated Officer in Charge (OIC) – assist agents to ensure deals are completed in a timely manner and minimizing errors; complete rushes, escalations and outages and assist with funding investigation inbox during high volumes

• Support various other teams as the on-site contact, such as MAP, small builder, social housing, creditor payout and operations support team.

• Trained fellow colleagues in on-site process, ensuring proper communication between these colleagues so drafts and letters, etc. are not missed

• Consistently relied upon to lead job shadows for colleagues who request to learn more about funding processes and best practices

• Serve as the primary point of contact for FCT, responsible for managing and prioritizing rush requests and conducting file investigations on behalf of FCT

• Complete CART payout requests relating to loans, mortgages and Homeline plans; exceeding daily hurdle

• Solve complex client transactions daily, prioritizing escalations and rush requests, while communicating with respective branches to provide exemplary service to the client

• Ensure all documents/data are examined for completeness and accuracy before recording in the system, while utilizing the “client first” mindset to rectify inconsistencies

• Prioritize workload based on urgency to provide good service delivery and promote business efficiency

• Expanded knowledge by cross-training in other functions such as Homeline, mortgage and loan transfers and RRSP activations

•Initiated creative projects to boost employee morale through vision boards