Jennifer Fernandez

• Responsible for multi-level leadership of a high performing dynamic Operations Enablement Specialist team within a centralized focus on operational efficiencies, delivery of department/function goals, and enhancing employee and client experience.
• Build and execute on targeted coaching and employee developmental needs
• Collaborate with cross-functional teams and stakeholders to develop and enforce a change management strategy that improved user adoption and collaboration
• Played a pivotal role in the creation and execution of a business continuity plan mitigating potential risks associated with system migration. While fostering an agile and continuous improvement mindset within the team.
• Created and partnered with National Office to create a standardized framework for our CBCO's Operational training delivery
• Introducing net new data insight for the team allowing for a horizontal view of business trend relating to escalations and initiative roll-outs/embed and sustain activities.
• Cross-trained existing employees to maximize team agility and performance through a hybridized support model.
• Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.

Newly launched program designed to accelerate the development of selected GG08/GG07 BIPOC top talent through networking, broadening experience and skills in a two, six-month role rotations in various parts of CBO;

• Acquired new skills and honed existing competencies through hands-on experience and targeted training opportunities during each rotation period.
• Built strong relationships with colleagues and mentors throughout the internship program, fostering a supportive learning environment.
• Demonstrated initiative by proactively seeking out additional tasks and responsibilities when workload permitted during rotations periods.
• Exhibited strong teamwork skills by collaborating effectively with colleagues and providing support when needed during various rotation periods.

First rotation as a Manager, Canadian Small Business Financing Loan & Agricultural Loans Act (CSBFL&CALA); accountable for departments performance against established benchmarks and achievement of Client Service Commitments. Reinforced a "once and done" processing mindset and first point of contact resolution.

Second rotation as a Manager, Supplier Projects & Partnership (COSMSS); Ensure effective execution of relationship, project, and risk management routines/processes for our integrated Cards, Payments and Banking teams. Responsible for the achievement of key deliverables and metric in transformational initiatives.

• Problem Resolution/Conflict Management, Continuous improvement mindset, Client Experience, Empathetic listening
• Senior level client escalation and operational risk management through investigation of client complaint and negotiation in order to resolve RBC client complaints;
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Maximize the use of technology, maintains data integrity and accurately documents all relevant facts to support effective problem resolution with clients, ensuring case management documentation is clear, concise and actionable, including FCAC coding of client complaints where required;
• Significant experience communicating with senior-level decision makers in order to mitigate client or business risk through reviewing bank process and policies, thus ensuring client and bank due diligence has been upheld;
• Follows standard process for case resolution, utilizing Operations Enablement Teams and Service Partners;
• Provide recommended written communication to senior-level management for formal bank response relating to their escalated client concern while applying the “Make it Right” principles when warranted (English and French).

• Specialized Collections DLA: Personal, Business, Commercial, Process Development & Training, Client Experience, Analytical Thinking; while minimizing financial losses for our clients and RBC.
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values. This included facilitating ongoing meetings with various business stakeholders, staff communication and staff training on the newly intergraded commercial line of business within the Client Review team.
• Analysis and review of department scorecard trends; provided efficiency improvement recommendations and employee cross-training opportunities.
• Support all lines of businesses within the Client Review department as a subject matter expert by offering feedback and credit handling recommendations

• Responsible for driving high quality, differentiated client experience for Commercial & UHNW Banking clients through the servicing/fulfillment of complex equipment financing leasing transactions
• Reviewed legal documents for accuracy and compliance, minimizing potential disputes or delays in closing transactions.
• Negotiated favorable contract terms with vendors and partners, contributing to overall cost savings for the company.
• Spearheaded initiatives aimed at improving internal processes related to transactions management, which resulted in an increase in organizational efficiency.
• Maintained a high level of expertise in relevant regulations surrounding transactions management by attending conferences and workshops regularly.
• Collaborated closely with other departments within the organization such as finance, legal, and operations to ensure seamless end-to-end transaction execution.
• Trained junior team members on best practices in transaction management, enhancing overall team performance and efficiency.
• Championed process improvements that led to increased accuracy when reviewing documentation associated with each transaction.
• Helped clients navigate transactions, complete paperwork and finalize sales or purchases.

• TSYS initiative roll-out and implementation, Provide support to product managers to enhance revenue, process improvement, and customer satisfaction, Portfolio Management
• Engaged internal operational partners to learn best practices and recommend call handling improvements such as expanding on employee current fulfillment capabilities and overall average processing times.
• Conducted monthly CARDS competitive analysis review and identified market trends such as the decline of user engagement with Air Miles

• Increased client satisfaction by providing tailored financial and business advice; utilized my Business and Personal Lending Authorities to adequately match RBC product solutions to business needs while mitigating risk
• Conducted thorough financial analyses to inform strategic decision-making for businesses in various industries.
• Management of sales, folio review, compliance and client availability efficiencies within a fast past deadline driven environment.
• Facilitated team workshops and Q&A sessions to enhance employee skills and productivity, contributing to overall company success.
• Helped meet changing demands by recommending improvements to business systems or procedures.

• Responsible for resolving Individual Group and Living Benefit broker compensation inquiries and/or concerns
• Lead to address Brokers Income Tax (T4a) inquiries & Tax reconciliation matters
• Assisted with user testing activities and implementation of new FASAT system launch/upgrade – identifying system inconsistencies and efficiency concerns
• Created and/or updated current work processes and job aids to create consistency with work processes within the department
• Demonstrated strong time management skills in a deadline driven business environment
• Knowledge in producer/broker contracting and licensing.
• Maintained customer/broker satisfaction with forward-thinking strategies focused on addressing customer/broker needs and resolving concerns.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Trained staff on operating procedures and company services.

• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
• Processed payments and applied to customer balances.
• Maintained high volume of calls and met demands of busy and productive group.
• Negotiated to collect balance in full.
• Achieved performance goals on consistent basis.