Jackline Ayad
Ottawa ,ON
Summary
Proven Change Management Analyst at TD Bank, adept in business process analysis and fostering client relationships. Enhanced organizational efficiency and customer satisfaction through strategic change initiatives and effective team collaboration. Skilled in risk assessment and communication planning, consistently exceeding performance targets.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Change Management Analyst
TD Bank
09.2021 - Current
- Improved organizational efficiency by implementing change management strategies and streamlining processes.
- Provided expert guidance on change management best practices, contributing to a positive organizational culture.
- Delivered high-quality training materials that effectively educated employees on new systems, processes, or policies resulting from change initiatives.
- Coordinated activities across multiple departments involved in the same initiative while maintaining clear lines of responsibility.
- Cultivated strong relationships with stakeholders to gain buy-in for proposed changes and foster collaboration.
Branch Manager
TD Bank
01.2019 - 09.2021
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
Assistant Branch Manager
TD Bank
01.2017 - 01.2019
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
Manager of Customer Service
TD Bank
05.2015 - 01.2017
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Financial Advisor
TD Bank
10.2011 - 05.2015
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Assisted clients with retirement planning, ensuring a secure financial future through strategic asset allocation and consistent saving habits.
- Developed strong relationships with clients, resulting in increased trust and long-term business growth.
- Collaborated with real estate agents to establish referral networks, fostering mutually beneficial partnerships.
- Provided comprehensive financial guidance to clients, recommending suitable mortgage products based on their needs and goals.
- Assisted clients in navigating complex mortgage documentation, ensuring a smooth application experience from start to finish.
Bank Teller
TD Bank
10.2010 - 10.2011
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
Accountant
Middle East Communication
Cairo, Egypt
01.2004 - 04.2010
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
- Reconciled accounts and reviewed expense data, net worth, and assets.
- Handled day-to-day accounting processes to drive financial accuracy.
- Collaborated with external auditors during the annual audit process to provide necessary documentation and address any concerns or findings promptly.
- Reduced expenses by negotiating with vendors for better pricing and terms on services and supplies.
- Conducted technical and analytical reviews of tax returns to check for accuracy and qualified deductions.
Education
Bachelor of Commerce - Accounting
Ain Shams University
Cairo, Egypt 05.2003
Skills
- Change Readiness Evaluation
- Communication Planning
- Business Process Analysis
- Change Management Expertise
- Client Relationship Management
- Risk Assessment
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Excellent Communication
Accomplishments
TD: Legend winner 2020
TD: Legend winner 2021
Languages
English
Full Professional
Arabic
Native or Bilingual
Certification
- Investment Fund in Canada (IFC) - Canadian Securities Institute
- Financial Planning I (FP1) - Canadian Securities Institute
- Branch Compliance Officer (BCO) - Canadian Securities Institute
Timeline
Change Management Analyst
TD Bank
09.2021 - Current
Branch Manager
TD Bank
01.2019 - 09.2021
Assistant Branch Manager
TD Bank
01.2017 - 01.2019
Manager of Customer Service
TD Bank
05.2015 - 01.2017
Financial Advisor
TD Bank
10.2011 - 05.2015
Bank Teller
TD Bank
10.2010 - 10.2011
Accountant
Middle East Communication
01.2004 - 04.2010
Bachelor of Commerce - Accounting
Ain Shams University
- Investment Fund in Canada (IFC) - Canadian Securities Institute
- Financial Planning I (FP1) - Canadian Securities Institute
- Branch Compliance Officer (BCO) - Canadian Securities Institute
Similar Profiles
Samiul ShaownSamiul Shaown
Product Operations Lead at TD Insurance, TD BANK GROUPProduct Operations Lead at TD Insurance, TD BANK GROUP
Ashley WidermanAshley Widerman
Team Manager II at TD Auto Finance, TD Bank NATeam Manager II at TD Auto Finance, TD Bank NA
Vedansh VyasVedansh Vyas
Personal Banking Associate at TD Canada Trust (TD Bank)Personal Banking Associate at TD Canada Trust (TD Bank)