Grainne Mulholland
Leduc
Summary
A dedicated and passionate people leader with a proven track record in driving sales and service performance within the digital retail banking sector. Skilled in fostering client-centric cultures and optimizing contact center operations to ensure exceptional experiences for both agents and clients. Known for expertise in leading successful teams and achieving outstanding results.
Overview
10
10
years of professional experience
Work History
Manager, Motive Sales and Client Relations
Canadian Western Bank
05.2022 - Current
- Responsible for process optimization and transformation, enabling team to deliver on client requests with elevated speed and impact, by identifying and implementing new technologies, process improvements, and talent management.
- Responsible for enabling Motive Financial to hit all growth targets; nurture relationships between Motive and each individual client by providing class leading front-line support.
- Define and manage Motive’s contact centre policies, procedures, and service levels to achieve operational efficiency and effectiveness.
- Develop and implement strategies for improving team productivity and efficiency.
- Implement and manage Motives scorecard; monitor weekly and monthly reports to manage client and
business KPIs, responding to real-time and long-term developments with clear prioritization. - Conduct routine performance analysis and reporting on business KPIs as well as progress against campaign/annual targets; suggest and implement adjustments to address areas of concern with appropriate action to achieve operational targets and service level agreements.
- Be a change champion for new products, services, processes, and markets as Motive Financial grows in scope and size.
- Stay informed on industry trends, new technologies, and best practices in customer service to enhance the contact centre operations.
- Manage the unique and demanding staffing requirements for a Sales and Service contact centre team; set service level and response time objectives, forecast workloads, calculate resources, organize schedules and adjust head count for fluctuating service levels.
- Design and implement a client-centric culture within Motive Financial; establish key client journey maps, routine agent training, call monitoring and KPI measurement.
Account Manager, Personal Banking
Canadian Western Bank
11.2019 - 05.2022
- Deliver outstanding client experiences at every interaction
- Proactively identifying and anticipating client needs to discover opportunities that are crucial to their financial success
- Building, growing and maintaining profitable, long-lasting and genuine relationships with CWBFG clients
- Use customer insights to drive, guide and prioritize the handling of key relationships, information and documentation
- Developing strategies and scheduling for each account, while focusing on portfolio management, quality, exposure limits and security requirements
- Sharing expertise of financial products and solutions with clients and colleagues - supporting their knowledge and participating in team meetings
- Successfully participate in sales campaigns to increase deposit growth
- Spread positive vibes and collaborate with a team you are proud to be a part of #teamteal
Loan Administration Specialist (Credit Support)
Canadian Western Bank
06.2017 - 11.2019
- Provides direct loan administration support to branch managers and client relationship managers, as required
- Correspond with branches, both verbally and in writing, regarding loan processing and branch inquiries
- Responsible for delivering 'best in class' customer experience to our branch network and partners
- Build collaborative, supportive, productive relationships with staff in order to support the achievement of business/department activities
- Ensure Service Level Agreement (SLA) targets and quantity benchmarks for Credit Support are being met
- Provide and maintain a high standard of customer service
- Investigate and resolve discrepancies relating to lending products
Sales & Service Representative (SSR)
Canadian Western Bank
04.2015 - 06.2017
- Provide account services to clients, including a full range of the Bank's retail services
- Front-end responsibilities and the continual promotion of CWB products and services
- Provide and maintain a high standard of customer service
Education
BA Hons -
Sociology & Social Policy
Btec National Diploma - undefined
in Social Care
Legendary Customer Services - undefined
Certificate
Skills
- Contact Centre Leadership & Operations
- Quality Assurance & Performance Management
- Team Building & Development
- Process Implementation & Optimization
- Client Experience Strategy
- Innovation & Digital Transformation
- Empathetic Leader
- Resilient & Adaptable
Accomplishments
- Pillar of Excellence Award recipient for outstanding client service and dedication Q3 2023
- Successful launch and implementation of Motive's contact center solution, ICE Anywhere (June 2023)
- Transforming Motive's client service experience in under 6 mths - Taking call wait times from approx 1 hr to 1 minute and abandoned calls from 26% to 1.9%
- Pillar of Excellence Award recipient for outstanding people leadership skills, showing dedication to fostering a high-performing team Q1 2025
Timeline
Manager, Motive Sales and Client Relations
Canadian Western Bank
05.2022 - Current
Account Manager, Personal Banking
Canadian Western Bank
11.2019 - 05.2022
Loan Administration Specialist (Credit Support)
Canadian Western Bank
06.2017 - 11.2019
Sales & Service Representative (SSR)
Canadian Western Bank
04.2015 - 06.2017
Btec National Diploma - undefined
in Social Care
Legendary Customer Services - undefined
Certificate
BA Hons -
Sociology & Social Policy
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