Kimberley Norris
Alliston,Ontario
Summary
Versatile Senior Manager experienced in conducting root-cause analysis, creating strategic and forward thinking action plans and identifying areas of potential risk exposure. I'm passionate about building strong collaborative partnerships driven by the opportunity to do the right thing.
Overview
15
15
years of professional experience
Work History
Senior Manager, Client Advocacy and Strategic Partnerships - Commercial Business Banking
Scotiabank
01.2021 - Current
- Responsible for supporting Commercial Business Banking complaint model
- Implementation, execution, and sustainment of complaint model across Canadian Business Banking
- Identify common trends and provide proactive solutions to reduce client complaints and drive client advocacy
- Contributing to development, design and prototyping of functionality enhancements
- Provide reporting and tracking KRI's create strategic plan providing path to green resolution
- Prepare and provide briefing documents, Executive presentations on progress and successful delivery of model objectives and behaviors
- Review all policy/legal procedural aspects with appropriate departments/stakeholders to ensure solutions conform with Regulatory and Audit requirements
- Foster culture of collaboration while leveraging broader Bank relationships
- Engage with appropriate partners and business Lines to provide recommendations with 'making it easier to do business with us' focus
- Be an advocate for the complaint handling process by helping educate and elevate by instilling the 'Client First' mindset
- Become subject matter expert by leveraging trends and competitive analysis to identify gaps, root causes and operational shortfalls
- Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions
Workout Manager, Scotiahelps, Small Business Collections
Scotiabank
08.2020 - 01.2021
- Provide quality decisions to minimize potential loan losses and improve profitability from assigned portfolio
- Effectively analyzing problem loan situations and contacting customers to diagnose type and cause of default which exposes the Bank to higher risk
- Determining, through probing questions, cause of offside conditions
- Establishing reasonable time frame, to expect customer to bring payments current and follow for payments or act to cure defaults
- Direct credit authorizations and exercise sound credit judgement based on thorough investigations and analysis
- Ensure accounts adhere to conditions of authorizations and other Bank regulations, and promptly identify and resolve deviations, including overdrafts, arrears and security documentation
- Complete and register required collateral security documents accurately and on time or ensuring this takes place
- Improve the profitability of higher risk accounts by collecting appropriate fees and/or increasing rates of interest commensurate with risk
- Providing guidance and counsel to customers through consistent and proactive communication
- Ensuring consistent application of service standards, risk policies and related processes
- Ensuring external customers' concerns/issues are dealt with in a timely, fair and equitable manner with efforts made to meet best interests of the Bank and the customer
Small Business Advisor
Scotiabank
12.2015 - 08.2020
- Directly responsible for growing a small business banking portfolio
- Responsible to manage an assigned portfolio of high value and/or complex small business owner relationships to achieve retention and other negotiated goals
- Have a strong presence within the local business community by developing relationships with various Centres of Influence
- Professionals, Not for Profit Organizations, Franchises, Small Business owners
- Proactively engage with new and existing clients to build strong, ongoing relationships and provide comprehensive advice, enabling them to build a successful business
- Partner with other advisors to create a customer centric environment
- Possess strong organizational skills and the ability to adapt to a constantly changing environment
- Achievements: 2015-2016 Placed top 5 of all small business managers in Barrie Muskoka District
- 2016-2017 Best of the best winner for Barrie Muskoka District-reached 24 million in sales.
Small Business Manager
RBC (Royal Bank)
01.2012 - 01.2015
- Directly responsible for growing the small business banking needs for two branch locations (Woodbridge area and Vaughan)
- Responsible to manage an assigned portfolio of high value and/or complex small business owner relationships to achieve retention and other negotiated goals while meeting RBC's Service Standards
- Have a strong presence within the local business community by developing relationships with various Centres of Influence
- Professionals, Not for Profit Organizations, Franchises, Small Business owners
- Proactively engage with new and existing clients to build strong, ongoing relationships and provide comprehensive advice, enabling them to build a successful business
- Partner with other advisors to create a customer centric environment
- Possess strong organizational skills and the ability to adapt to a constantly changing environment.
Business Development Executive
Chase Paymentech (a division of JP Morgan Chase Bank)
01.2009 - 01.2012
- An outside, business to business sales role
- The primary responsibility is developing new business opportunities within Small to Middle Market sales channel
- This role pursued some of the firm's highest growth clients to drive payment processing revenue to J.P
- Morgan Merchant Services
- Manage a specified sales territory, cultivate and manage pipeline opportunities
- Identifies and self-sources client opportunities
- Builds collaborative internal relationships to develop and foster partnerships
- Actively participates in partners meetings and communicates messages timely and accurately
- Serve as payment expert, leveraging core knowledge, to recommend and promote banking and payment processing solutions to clients while working within the risks parameters that protect the firm
- Understands client's banking needs and presents product solutions offering to best accommodate the client
- Identifying complex business models and funds flows to architecture a solution that addresses compliance, boarding, and technology requirements
- Understanding the competitions' capabilities and gaps, and how to position JP Morgan Merchant Services
- Demonstrate exceptional leadership, follow-up and project management skills
- Focus on exceeding profitability and aggressive sales objectives
- Represent the firm as a subject matter expert internally and externally
- Actively learning on payment industry trends, emerging technologies, and the global marketplace
- Aligns daily activities to accomplish strategic business objectives
- Create a detail financial analysis and effectively deliver an in-depth financial ROI to C-Level Executives
- Daily use of CRM, Salesforce to manage activity, pipeline, forecast, and execute against business initiatives
- Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
Education
No Degree - Law Enforcement Studies
Algonquin College
Ottawa, ONSkills
- Strategic Planning
- Cross-Functional Collaboration
- Cross-functional Team Coordination
- Troubleshooting and problem resolution
Candidates
- Kimberley L. Norris, 2 Via Vistana, Alliston, Ontario, L9R 0C5, 416 268 5131, kim.norris@scotiabank.com
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Senior Manager, Client Advocacy and Strategic Partnerships - Commercial Business Banking
Scotiabank
01.2021 - Current
Workout Manager, Scotiahelps, Small Business Collections
Scotiabank
08.2020 - 01.2021
Small Business Advisor
Scotiabank
12.2015 - 08.2020
Small Business Manager
RBC (Royal Bank)
01.2012 - 01.2015
Business Development Executive
Chase Paymentech (a division of JP Morgan Chase Bank)
01.2009 - 01.2012
No Degree - Law Enforcement Studies
Algonquin College
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