LINDSAY FERRIS
OAKVILLE,ON
Summary
Motivated leader with a significant focus on enhancing customer experiences and operational efficiency. Excelling in risk mitigation and compliance, leveraging attention to detail and problem-solving to surpass performance management activities and strengthen TD's strategic vision to be the better bank.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Manager of Customer Experience
TD Canada Trust
08.2021 - Current
- Led team through workflows, prioritization and delegation while resolving and improving operational issues
- Administered complex daily branch administrative duties , while identifying continuous opportunities of improvement to strengthen employee and client relationships
- Met emerging customer demands and compliance requirements by providing ongoing performance feedback, and ensuring team performance management activities are undertaken and completed - via cadence to "Coaching the TD way"
- Preformed ongoing enhanced due diligence KYC/ KYT by reviewing high risk customers and transactions - collecting, assessing, and reporting information for AML, financial crimes and client intentional fraud - including the determination of unusual and/or suspicious activities that could present reputational risk.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Mitigated risk by ensuring compliance requirements and codes of conduct are met , keeping employees updated and coached according to all policies, procedures, and guidelines.
Lead Customer Experience Associate
TD Canada Trust
04.2019 - 08.2021
- Completed a broad range of financial transactions in alignment with company policies and regulatory requirements.
- Acted as a point of escalation and support for frontline colleagues, providing transaction approvals, preforming KYT/KYC, ensuring customer problems are handled appropriately, and resolving complaints at first point of contact to avoid further escalation to management wherever possible.
- Assisted in training new employees on company policies, procedures, and best practices for delivering exceptional service according to the TD framework
- Completed ongoing branch administration tasks including health and safety updates, credit file compliance, general ledger balancing, robbery and loss prevention activities.
Education
Bachelor of Arts - Certificate Of Human Resource Management
York University
Toronto, ON04-2022
Skills
- Comprehensive understanding of banking polices and regulatory compliance requirements
- Strong time management , communication and problem solving abilities
Certification
- First Aid & CPR Training- St. John Ambulance
- Workplace Health & Safety Training - WSIB
- Member of the The Certified Human Resources Professional Association
Accomplishments
- Member of the Certified Human Resources Professional Association
- Branch Banking Quarterly Spotlight Winner
- Women In Leadership Committee Member
- United Way & TD Well-Being Ambassador
- Workplace Health & Safety Representative
- Successful Branch Control Program F-'23
Timeline
Manager of Customer Experience
TD Canada Trust
08.2021 - Current
Lead Customer Experience Associate
TD Canada Trust
04.2019 - 08.2021
Bachelor of Arts - Certificate Of Human Resource Management
York University
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