Summary
Overview
Work History
Education
Skills
Accomplishments
Professional Development
Timeline
Generic

Kirlene Toussaint

Toronto

Summary

Experienced and dedicated professional with a proven track record of over fifteen years in leadership and coaching within the financial industry. Known for exceptional ability to lead high-performing teams and leverage expert business acumen to drive success. Excels at motivating and inspiring employees, unlocking their full potential. Committed to lifelong learning, actively seeks continuous education to expand skill set and stay ahead as a future-ready leader.

Overview

19
19
years of professional experience

Work History

Branch Manager

RBC Royal Bank
11.2019 - Current
  • Dedicated role model and coach for team to confidently feel empowered and enabled
  • Lead with focused activities to drive and increase employee engagement year over year
  • Demonstrate strong leadership routines, leading by example which resulted in significant increased productivity at one of GTR’s Top 10 Branches
  • Established and maintained rigorous routines in coaching the team on improving proficiency and capability within their roles and beyond
  • Mentored Branch Manager Intern, dedicating weekly 1:1 sessions to develop skills and achieve independence within 2 months of joining
  • Empowered and coached team to be their best while adhering to PMR’s, providing opportunities for growth while demonstrating a commitment to continuous learning and professional development
  • Which has led to increased productivity, client loyalty, collaboration and achieving bold goals
  • Proudly lead the full team to deliver an exceptional client experience daily while sharing best practices within the community and beyond

Assistant Branch Manager

RBC Royal Bank
05.2015 - 10.2019
  • Successfully transformed and maintained one of GTR’s Top 10 branch’s LTR above 85%
  • A role model for and coach team to proactively provide clients with quality advice, problem resolution and prevention
  • Led transformation of our business to a digitally enabled relationship bank by coaching team and partners to advise and serve digital first
  • Actively manage capacity across the Advisor team leveraging Advisor skills and capabilities, mobility and understanding of weekly/monthly traffic flow to drive client contacts
  • Continuously seek opportunities to acquire new clients and deepen client relationships, coach team to deliver Advice Experiences and leverage partners to capture growth opportunity
  • Regularly monitor and seek out business opportunities for the team and partners by leveraging the RBC brand, local and national campaigns, and COI (Center of Influence) relationships
  • Planned and executed partnering activities (e.g
  • Advice events)

Financial Advisor

Royal Bank
06.2012 - 04.2015
  • A professional relationship manager who consistently delivered an exceptional client experience with a focus on providing tailored advice to clients resulting in one of the highest scores for LTR
  • Presented at numerous round table events in market sharing best practices and demonstrating how we can get to be our clients first choice
  • Took a client focused approach to understanding financial needs, providing advice and proposing product/service solutions that meet all client needs with the goal of deepening client relationships and building long-term profitable relationships
  • Collaborated with and maintained relationships with partners to optimize business opportunities and referrals

Branch Operating Officer/Operations Support Officer

Royal Bank
01.2009 - 06.2012
  • A branch leadership role and “centre of expertise” accountable for the management of risk in the branch
  • Performs all complex operations, risk and specific regulatory compliance functions for the branch as outlined in the ”Activity Roadmap”, ensuring processes/controls are in place and being followed to protect shareholder interests
  • Proactively identifies operational, risk & compliance deficiencies and implements steps to correct including coaching branch staff as required, relating to all operating elements of the branch
  • Proactively keeps Manager Market Operations apprised of the operational soundness of the branch and any significant risk opportunities
  • Ensures escalation process to Manager Market Operations and Branch Manager is in place to support managing deficiencies and mitigating risk
  • Develops relationships with service partners to ensure client satisfaction and efficient operation of the unit
  • Provides professional, attentive and accurate service when dealing with both clients and staff

Expert Client Service Representative (Client advisor)

Royal Bank
05.2006 - 01.2008
  • Completed client transactions efficiently, solving problems and spotting sales opportunities in order to refer clients to sales professionals
  • Provided advice to clients and finding solutions that meet their individual needs
  • Led/hosted meetings for branch staff to close gaps and meet teams objectives

Education

Personal Financial Planner -

Canadian Securities Institute
02.2023

Branch Compliance officer -

Canadian Securities Institute
01.2013

Canadian Securities Course -

Canadian Securities Institute
01.2010

Skills

  • Leadership
  • Communication
  • Adaptability
  • Change Management
  • Prioritization
  • Critical Thinking
  • Decision Making
  • Teamwork
  • Time Management

Accomplishments

  • RBC Performance quarterly award winner on numerous occasions throughout career journey.
  • Hiring captain for Downtown Core.
  • Market champion for healthcare, retention, NPS, digital adoption navigator and more.
  • Led our Leap Program – A LIFT skills experience on Leadership for New and Aspiring Leaders, Decision Making & Critical Thinking.

Professional Development

  • Personal Financial Planner, PFP, 02/01/23, Canadian Securities Institute
  • Canadian Securities Course, 2010, Canadian Securities Institute
  • Branch Compliance officer, 2013, Canadian Securities Institute

Timeline

Branch Manager

RBC Royal Bank
11.2019 - Current

Assistant Branch Manager

RBC Royal Bank
05.2015 - 10.2019

Financial Advisor

Royal Bank
06.2012 - 04.2015

Branch Operating Officer/Operations Support Officer

Royal Bank
01.2009 - 06.2012

Expert Client Service Representative (Client advisor)

Royal Bank
05.2006 - 01.2008

Branch Compliance officer -

Canadian Securities Institute

Canadian Securities Course -

Canadian Securities Institute

Personal Financial Planner -

Canadian Securities Institute

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