Manali Modi
Scarborough,Canada
Summary
Dynamic leader with a Human Resources Diploma and extensive experience in optimizing workflows and improving team performance. Demonstrated success in driving process improvements, ensuring compliance, and mentoring teams to achieve high productivity. Proven ability to collaborate cross-functionally and lead community engagement initiatives.
Overview
13
13
years of professional experience
Work History
Senior Supervisor Retail Account Services (RAS)
Canadian Imperial Bank of Commerce CIBC
09.2026 - Current
- Provide senior-level supervisory oversight for the Retail Account Services team, ensuring adherence to internal policies, regulatory requirements, and service level agreements (SLAs).
- Lead, coach, and mentor team members to maintain high performance standards and foster a collaborative work environment.
- Monitor daily operations and workflows, identifying and resolving escalations, bottlenecks, and process gaps in a timely manner.
- Managed and prioritized workload distribution across the team, ensuring alignment with productivity targets and SLA commitments.
- Conducted performance reviews, provided constructive feedback, and supported team development through targeted training initiatives that aligned with performance goals.
- Collaborate cross-functionally with internal departments including Compliance, Risk, Legal, and Operations to drive process improvements.
- Uphold stringent financial controls and ensure all transactions and account activities comply with banking regulations.
- Led ADO (Azure DevOps) project to create automated flows for migrating shared mailboxes from Outlook to ADO, including ongoing team training coordination.
- Represented the RAS team as the Benevity / One for Change Champion, actively promoting participation and organizing community engagement events.
- Coordinated and processed 2,541 letters for Offshore operations.
- Trained three leaders on TPD (Total and Permanent Disability) administrative work.
- Evaluated team’s unplanned time (UPT) to identify trends and improve scheduling.
- Raised Continuous Improvement (CI) items for Mutual Fund Cheques and Signature processes to drive process improvement.
- Presented a CI (Continuous Improvement) initiative for Akil's Beat.
- Coordinated Benevity (One for Change) initiatives to enhance community involvement. Completed: Easter Food Drive, The Salvation Army Food Sorting Volunteering, Sending Sunshine Card Writing, Basket Sales fundraiser.
Specialist Signing Authority & Business Account Onboarding
Canadian Imperial Bank of Commerce CIBC
08.2024 - 08.2026
- Document Verification: Reviewed and validated signing authority documents (e.g., articles of incorporation, resolutions, power of attorney) to ensure proper authorization for account operations.
- Authorization Management: Maintained and updated signing authority records for business accounts, ensuring appropriate access control and permissions are implemented.
- Business Account Setup: Accurately managed the opening of new business accounts, ensuring compliance with internal policies and regulatory requirements (e.g., KYC, AML).
- Client Onboarding: Partnered with relationship managers and external clients to gather documentation, address inquiries, and troubleshoot onboarding challenges.
- Compliance & Risk Management: Maintained compliance with banking regulations and organizational guidelines by conducting detailed reviews of account structures and client eligibility.
- Issue Resolution: Coordinated with compliance, risk, and legal departments to resolve discrepancies and document issues efficiently.
- Process Improvement: Identified inefficiencies in account opening procedures and recommended streamlined processes to enhance customer experience.
- System Data Entry: Input account information into core banking systems accurately, ensuring minimal errors and seamless handover to operational teams.
- Developed a strong understanding of banking compliance regulations, including KYC, AML, and FATCA, to support regulatory adherence.
- Utilized strong communication skills to effectively liaise with clients and internal stakeholders for successful collaboration.
Senior Processing Officer
Simplii Financial CIBC
08.2022 - 08.2024
- Verified clients' income documents to facilitate processing of Loan and Personal Line of Credit applications.
- Recommended and implemented procedure changes to enhance customer experience and streamline processing.
- Executed outbound calls to clients to collect income documents for credit product applications.
- Ensured and verified the originality of documents like T4s, Paystubs, T1 General, NOAs, T2125s and more.
- Verified stated income with provided documents.
- Processed AML reports by verifying client identifications to adhere to standards.
- Partnered with the Credit Department and Fraud Review team to enhance risk management processes.
- Revised and updated internal policies to ensure alignment with regulatory standards.
- Trained and assisted co-workers on work procedures.
- Maintained productivity standards and ensured Service Level Agreements (SLA) were met or exceeded.
- Conducted system testing for updates to internal systems.
- Accountable for transactions of a financial and non-financial nature related to account maintenance processing.
Transaction Processing Officer
Simplii Financial CIBC
12.2021 - 08.2022
- Facilitated major changes in the International Student Banking Offer program, enhancing operational efficiency and client experience.
- Processed Debit card requests for the International Student Banking Offer (ISBO) program within given timelines.
- Verified all incoming and outgoing transactions to ensure adherence to agreements and balanced reporting using independent judgment based on experience and standard procedures.
- Verified Mutual Fund, RRSP, RESP Transfer In, and Transfer Out forms to be processed in the correct timeline.
- Completed client requests for bank-to-bank transfer setups.
- Collected and processed documents in electronic and hard copy format, ensuring completeness for timely assessment.
- Simultaneously worked on internal portals, keeping client information highly confidential.
- Achieved productivity standards and consistently met or exceeded Service Level Agreements (SLA).
Account Processing Officer
Simplii Financial CIBC, Manpower
12.2020 - 12.2021
- Managed financial and non-financial transactions related to account maintenance processing.
- Verified all incoming and outgoing transactions to ensure adherence to agreements and balanced reporting using independent judgment based on experience and standard procedures.
- Maintained productivity standards and ensured Service Level Agreements (SLA) were met or exceeded.
- Prioritized and organized workload based on risk/severity and documents required to ensure deadlines were met according to policies, procedures, and service level agreements.
- Followed procedures accurately and recommended process improvements to enhance efficiency.
- Simultaneously worked on internal portals, keeping client information highly confidential.
- Collaborated with team leaders, supervisors, and team members to achieve shared goals.
Transaction Processing Officer
Canadian Imperial Bank of Commerce CIBC
10.2019 - 01.2020
- Worked with utmost accuracy and achieved daily work targets.
- Reviewed and verified team members' work prior to dispatch, ensuring accuracy and correcting any misinformation to uphold quality standards.
- Managed internal portals while maintaining strict confidentiality of client information, safeguarding sensitive data.
- Provided clients with clear instructions on how to claim funds.
- Drafted client letters to communicate pending funds from money orders or drafts, ensuring clear understanding of next steps.
- Created personalized letters for clients to ensure effective communication regarding their accounts. following procedures and inputting the right information with perfection on portals and manually.
- Trained, explained, and helped new team members with inner work procedures to make their transition smooth.
Bookkeeping
Hemant Patel CPA & CGA
01.2019 - 10.2019
- Strengthened financial management processes, achieving near-zero errors in reporting, payroll administration, and general bookkeeping.
- Eliminated discrepancies in finances by expertly documenting expenses, monitoring income, handling bank deposits, and managing statements.
- Completed bi-weekly payroll for company employees, including calculating taxes, vacation, and sick time using Easy Pay Software.
- Managed tax statements, mailings, journal entries, payments, and transfers, reducing liabilities and ensuring compliance.
- Monitored financial progress through regular assessments of income and expenses. by creating quarterly and yearly balance sheets.
- Organized general ledger entries to maintain precise financial records. on a short schedule with 100% accuracy.
- Entered financial data into the company accounting database for verification and reconciliation, maintaining accurate and current accounts at all times.
- Identified and reported gaps and risks in processes, preparing and implementing solutions to enhance operational effectiveness.
Store Manager
Subway Restaurants
06.2013 - 12.2018
- Managed all aspects of store operations, including organization, maintenance, and purchasing functions.
- Delivered positive results by controlling the monthly operations budget and limiting financial discrepancies.
- Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
- Led weekly store meetings to discuss sales promotions and new inventory, fostering an open platform for employee feedback.
- Created work schedules according to sales volume and number of employees.
- Trained new and existing employees on store updates and procedures to ensure consistent service delivery.
- Assessed suppliers for quality, timeliness, and compliance of deliveries, ensuring cost control and enhancing operational efficiency.
- Rotated merchandise and displays to feature new products and promotions.
Call Centre Agent
Numeris
08.2015 - 11.2015
- Managed large volume of outbound calls to ensure timely client engagement.
- Followed communication scripts to maintain consistency in client interactions.
- Achieved qualitative and quantitative targets as part of a team.
- Engaged clients to complete surveys, enhancing feedback collection process.
Education
Advanced Diploma with Honors - Human Resources Management
Seneca College of Applied Arts and Technology
North York, ON04-2023
Skills
Communications
Leadership
Strategic Thinking
Decision Making
Document Verification
File Management
QuickBooks Software
Easy Pay Software
Business Communications
Accounts Reconciliation
Management
Data Entry
Bookkeeping
Customer Service
Applicant Interviews
Database Management
ADO (Azure DevOps) – Mailbox Migration & Flow Creation
Process Improvement & Workflow Optimization
Timeline
Senior Supervisor Retail Account Services (RAS)
Canadian Imperial Bank of Commerce CIBC
09.2026 - Current
Specialist Signing Authority & Business Account Onboarding
Canadian Imperial Bank of Commerce CIBC
08.2024 - 08.2026
Senior Processing Officer
Simplii Financial CIBC
08.2022 - 08.2024
Transaction Processing Officer
Simplii Financial CIBC
12.2021 - 08.2022
Account Processing Officer
Simplii Financial CIBC, Manpower
12.2020 - 12.2021
Transaction Processing Officer
Canadian Imperial Bank of Commerce CIBC
10.2019 - 01.2020
Bookkeeping
Hemant Patel CPA & CGA
01.2019 - 10.2019
Call Centre Agent
Numeris
08.2015 - 11.2015
Store Manager
Subway Restaurants
06.2013 - 12.2018
Advanced Diploma with Honors - Human Resources Management
Seneca College of Applied Arts and Technology