Ingrid Enriquez
St. Albert,AB
Summary
Experienced Manager and Coach successful in leading every facet of branch operations, new client on-boarding and ongoing client reviews with a focus in Anti-Money Laundering and Client Due Diligence.
Passionate about coaching, developing and mentoring staff in all stages of the client journey whilst fulfilling the commitment to support the organizations risk management objectives.
A creative problem solver, skilled in driving employee engagement and positive interactions with clients to achieve the combined organizations risk objectives.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Branch KYC Coach - Western Region
HSBC Bank
10.2021 - 03.2024
- Regional SME providing specialized advice, direction and guidance in all aspects of AML and Client Due Diligence such as, Tax Residency, Sanctions exposure, Non-Resident, Politically Exposed Persons and Special Category Clients.
- Ensure LoB has undertaken proper KYC discovery (including gathering of documentation such as Source of Funds, Source of Wealth, etc.) and obtains full understanding of any potential or ongoing connections prior to onboarding or when identified through ongoing monitoring.
- Responsible for coaching and development of new and existing branch staff in Western Region on all aspects of client on boarding specifically KYC and CDD / EDD. Met with all teams on a quarterly basis to monitor knowledge and capabilities and implement ongoing training.
- Monitor and ensured ongoing knowledge and implementation of KYC /CDD policies, procedures and regulatory requirements for all sales staff and branch leaders across 24 branches.
- Collaborated and coached client-facing staff when reviewing and communicating with clients regarding AML concerns or Coaching sales staff when working with periodic reviews of existing clients with High Risk Factors or Unusual transactions.
- Analyzed and evaluated regional account opening against organization KYC & CDD quality metrics to identify areas of improvement. Implemented and developed ongoing training and coaching.
Assistant Manager, Sales and Service
HSBC Bank Canada
03.2016 - 10.2021
- Supervised day-to-day operations of large Market Branch to meet performance, quality and service expectations.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Mentored junior staff members in their professional development and successfully promoted many employees to other roles within the organization.
- Collaborated with management team to develop strategic plans for business growth and improvement.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Maintained a high level of policy and procedural knowledge acting as the main point of contact for any client concerns or procedural questions from colleagues.
Branch Manager
HSBC Bank Canada
08.2012 - 10.2016
- Lead a branch including ongoing management responsibilities such as motivating, coaching and providing guidance to team members.
- Assists in development of sales and / or service plans and the development of strategies to support, cross sell and up-sell of retail products and services to new and existing customers.
- Managed a small portfolio of Premier clients.
- Implementation of processes, policies, systems, and practices within the functional area and / or branch that contribute to effective practices.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Ensure compliance, operational and system controls in accordance with HSBC regulatory standards and government regulations.
- Assumed management of a second small branch due to organizational changes. Ultimately managing two branch locations for two years.
Assistant Manager, Sales and Service
HSBC Bank Canada
08.2011 - 08.2012
- Supervised day-to-day operations of large Market Branch to meet performance, quality and service expectations.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Mentored junior staff members in their professional development and successfully promoted many employees to other roles within the organization
- Mentored team members to enhance professional development and accountability in workplace.
- Collaborated with management team to develop strategic plans for business growth and improvement.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
Premier Relationship Manager
HSBC Bank Canada
11.2010 - 08.2011
- Proactively network with a diverse of Premier Customers focusing on acquiring and developing mass affluent and those with high investment complexity
- Contribute to Branch profitability through relationship management and effective solicitation, selection of deposit, investment and credit products and development of profitable personalized client relationships
- Ensure compliance, operational and system controls in accordance with HSBC regulatory standards and government regulations
- Participate in business development programs within area specialty to enhance industry and product knowledge
- Provided comprehensive support during investment planning processes, resulting in well-informed decision making by clients.
- Completed special assignment as Branch Manager for Red Deer branch for 2 months due to significant staff turnover.
Manager Personal Financial Services
HSBC Bank Canada
01.2009 - 11.2010
- Lead and manage a team of Banking Associates and Relationship Managers to achieve sales targets whilst mitigating risk and ensuring adherence to policies, procedures and controls.
- Build and lead a team of high performing individuals, through effective coaching, hiring, retention, development and performance management practices
- Manage Branch and individual operational effectiveness
- Ensure compliance, operational and system controls in accordance to HSBC regulatory standards and government regulations.
- Maximized performance by monitoring daily activities and mentoring team members.
Branch Sales Manager
HSBC Credit Center
01.2004 - 12.2008
- Responsible for managing daily activities and operations of sales office
- Monitor and evaluate sales results, productivity levels and profit opportunities of the branch, ensure sales staff complies with all established policies and procedures including proper loan documentation and regulation compliance
- Training and development of sales staff to ensure effective solicitation, marketing, and business development and policy/compliance, Human Resource issues including selecting and recruiting sales staff, new hires and terminations, achieving branch office sales goals and completing report and projects as directed by the District Sales Manager, Division General Manager or Division Headquarters staff
- Facilitated Spanish language proficiency certification on a quarterly basis aimed at ensuring newly and existing staff in bilingual centers had adequate communication skills for Spanish business as well as correct business terminology.
- Facilitated “We Care” workshop that focused on business principles of providing excellent customer service as well as compassionate care for customers’ personal situations
- Certified as MP2 Manager. Evaluating potential management candidates with a 2 week certification process under my supervision to ensure their capability to join the management team.
Education
GED -
San Antonio College
San Antonio, TX10.2001
Associate of Science - Not Completed.
San Antonio College
San Antonio, TXSkills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Coaching and Mentoring
- Team Supervision
- Strong team-builder
- Verbal/written communication
- Staff Training and Development
Accomplishments
Worked on a special project for the months leading up to the acquisition of HSBC to RBC.
As POD Leader, I acted as main point of contact for a group of 10 branches. Monitoring and providing guidance on daily task and activities in preparation for transition weekend.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Currently Studying
- ACAMS
Certification
- Mutual Fund License - Investment Funds Canada - 2010
Timeline
Branch KYC Coach - Western Region
HSBC Bank
10.2021 - 03.2024
Assistant Manager, Sales and Service
HSBC Bank Canada
03.2016 - 10.2021
Branch Manager
HSBC Bank Canada
08.2012 - 10.2016
Assistant Manager, Sales and Service
HSBC Bank Canada
08.2011 - 08.2012
Premier Relationship Manager
HSBC Bank Canada
11.2010 - 08.2011
Manager Personal Financial Services
HSBC Bank Canada
01.2009 - 11.2010
Branch Sales Manager
HSBC Credit Center
01.2004 - 12.2008
GED -
San Antonio College
Associate of Science - Not Completed.
San Antonio College
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