Lina Ottaviano
Mississauga,ON
Summary
Accomplished at HSBC Bank Canada, I leveraged operational leadership and client relationship management to drive significant improvements, achieving substantial savings and enhancing customer satisfaction. My expertise in team building and strategic decision-making fostered a culture of excellence, positioning me as a pivotal figure in organizational success and client loyalty.
Overview
20
20
years of professional experience
Work History
Business Manager
HSBC Bank Canada
06.2012 - 03.2024
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
- Anticipated financial impact from operational issues and worked with leadership to develop solutions.
- Implemented cost-cutting measures, resulting in substantial savings for the organization without compromising on quality or performance.
- Enhanced customer satisfaction levels by implementing an effective feedback system and addressing concerns promptly and efficiently.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Successfully managed organizational change initiatives, minimizing disruptions to daily operations while achieving desired outcomes.
- Managed cross-functional teams, ensuring timely completion of projects within budget constraints.
Operations Client Services Manager
HSBC Bank Canada
01.2010 - 05.2012
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Conducted regular reviews with clients to assess their satisfaction levels, gather feedback, and address any areas of concern.
FX/MM Team Lead
HSBC Bank Canada
04.2005 - 12.2009
- Developed comprehensive training materials to facilitate onboarding of new team members.
- Managed multiple projects simultaneously, ensuring deadlines were met while maintaining high-quality work standards.
- Coached individuals on best practices to strengthen their abilities in key performance areas.
- Maintained open lines of communication within the team to ensure transparency, trust, and mutual understanding.
- Established a culture of continuous learning by promoting professional development opportunities for the entire Team.
- Optimized team performance by identifying areas for improvement and implementing corrective actions accordingly.
- Conducted regular performance reviews, resulting in improved employee engagement and satisfaction levels.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed senior-level personnel working in marketing and sales capacities.
FX Dealer
HSBC Bank Canada
06.2004 - 03.2005
- Provided exceptional customer service by promptly addressing client inquiries, resolving issues, and offering guidance as needed.
- Streamlined communication between front office traders and back-office support staff for efficient trade reconciliation processes.
- Built strong relationships with clients, providing timely market updates and executing trades on their behalf.
- Maintained detailed records of all transactions to ensure compliance with regulatory guidelines and internal policies.
Education
Business - Marketing
Fanshawe College of Applied Arts And Technology
London, ON06.1985
Skills
- Customer Service
- Operational leadership
- Decision-Making
- Client Relationship Management
- Team Building and Leadership
- Operations Management
- Employee Motivation
- Budget Administration
- Vendor engagement
- Organizational Skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Business Manager
HSBC Bank Canada
06.2012 - 03.2024
Operations Client Services Manager
HSBC Bank Canada
01.2010 - 05.2012
FX/MM Team Lead
HSBC Bank Canada
04.2005 - 12.2009
FX Dealer
HSBC Bank Canada
06.2004 - 03.2005
Business - Marketing
Fanshawe College of Applied Arts And Technology
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