Gurpreet Panesar
Oakville,ON
Summary
Authentic People-Person Client Service Focused Improving Operational and Customer Service Outcomes Top-Performing Manager Customer Experience promotes superior customer service - - exceeds sales targets coaching. Delivers well-informed financial advice and planning to meet clients' needs and challenges. Improves operational efficiencies, drives continuous improvement, and mitigates risks by coaching a team of 12 individuals. Solutions-driven to unleash lucrative business opportunities through fostering open dialogue and team building. Completes multiple projects within rigorous deadlines. Experience in HR management. Maintains trusted relations with clients, staff, managers, and stakeholders while driving employee engagement and shared values in finance industry. Multilingual: English, Hindi, Punjabi, Urdu, Bengali.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Manager - Operations, Registered Products
TD CANADA TRUST
MISSISSAUGA
02.2022 - Current
- As a new Team Manager, I promote a fair, equitable and positive work environment and motivate the team to achieve common goals and objectives
- Coach the bigger teams to ensure operations, performance and productions issues are handled appropriately
- Participate in the negotiation and resolution of significant issues and refer complex issues / situations that are beyond own level of expertise
- Ensure adherence to operating standards and processes - perform quality checks and validation of team members' work
- Review and update procedures ensuring all functions and systems are well documented; plan, organize and oversee the activities of high complexity
- Lead and support a high performing team; provide ongoing feedback and performance reviews, coach and develop employees and ensure performance management activities are undertaken and completed for all employees.
Manager Customer Experience
TD CANADA TRUST
MISSISSAUGA
01.2019 - 01.2022
- Mentor the team on resolving customer complaints and offering personalized advice while enabling the senior service team to act as a point of escalation in ensuring every interaction is legendary
- Liaise with partners to provide customers with the best banking solutions to their financial needs
- Maintain optimal employee scheduling to meet customer demands and compliance requirements; resolve and recommend improvements in daily operations to achieve operational excellence
- Keep the team updated about end-to-end processes, policies, procedures, TD's Code of Conduct and Ethics, emerging issues, trends, and industry regulations to offer the best customer experience
- Help build an informative and fair work environment by sharing skills and knowledge, promoting open dialogue and motivating team.
Financial Planning Associate (FPA) to Senior Financial Planner
TD WEALTH
Toronto
01.2016 - 01.2019
- Promoted as primary client contact to support senior financial planner with service/sales support and administrative tasks
- Helped senior financial planner to increase growth to premier level by deploying effective customer sales techniques, providing support, and conducting weekly calls to clients
- Spearheaded market plans with consistent communication.
Financial Services Representative
TD WEALTH
Waterdown
01.2014 - 01.2016
- Promoted after 3 months to educate and offer personalized financial advice to diverse customers
- Worked with customers, staff, real estate agents, and corporate executives
- Led opening/closing of branch, ensuring safety and compliance
- Prepared agendas, booked appointments, and maintained confidentiality
- As Interim Manager, oversaw 4-5 tellers with $100,000+ signing authority
- Managed social media
- Improved staff morale via Employee Experience and Customer Experience Committees
- Leveraged sales expertise and product knowledge to help customers meet financial goals while securing customer loyalty.
Recruiting Coordinator
INVESTORS GROUP FINANCIAL SERVICES INC.
Concord
01.2013 - 01.2014
- Hired to support HR Manager in overseeing workforce planning, hiring forecasts, and training needs analysis while identifying performance goals and tracking progress
- Created hiring requisitions and job postings, sourced and screened candidates, and conducted interviews
- Conducted background checks
- Drafted offer letters for successful candidates
- Oversaw 2 direct reports
- Recruited the highest qualified financial advisor candidates among team members.
Customer Service Representative
TD WEALTH
Waterdown
01.2014
- Hired to serve hundreds of customers on front desk with daily bank account inquiries, deposits, withdrawals, and mortgage payments
- Drove compliance by following regulations when handling large amounts of cash during closing procedures.
Education
Post-Graduate Certificates - Strategic Management Certificate
Centennial College
01.2013
Post-Graduate Certificates - Financial Planning Certificate
Centennial College
01.2012
Bachelor of Commerce -
Punjab University
01.2011
Skills
- Continuous Improvement
- Exceptional Customer Service
- Excellent Communication
- Operational Excellence
- Strategic Planning
Certification
CAPM, 2021, Present
Community Leadership
- TD Bank, Women in Leadership Committee Member, 2016, Present, Helping women enrich professional and personal accomplishments via team collaboration, inspiration, and peer support. Chaired monthly meetings.
- TD Bank, TD Bank Bed Challenge Participant, 2016, Raised $10,000+ for Oakville Hospital Foundation; participated in TD race.
- TD Bank, TD Tree Days Participant, 2014, 2015, Contributed to planting 500+ trees in TD-hosted event by TD Friends of the Environment Foundation in support of Royal Botanical Gardens.
Timeline
Team Manager - Operations, Registered Products
TD CANADA TRUST
02.2022 - Current
Manager Customer Experience
TD CANADA TRUST
01.2019 - 01.2022
Financial Planning Associate (FPA) to Senior Financial Planner
TD WEALTH
01.2016 - 01.2019
Financial Services Representative
TD WEALTH
01.2014 - 01.2016
Customer Service Representative
TD WEALTH
01.2014
Recruiting Coordinator
INVESTORS GROUP FINANCIAL SERVICES INC.
01.2013 - 01.2014
Post-Graduate Certificates - Strategic Management Certificate
Centennial College
Post-Graduate Certificates - Financial Planning Certificate
Centennial College
Bachelor of Commerce -
Punjab University
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