Manon Johanns

In this role I led multiple large (1000+) virtual teams across the country. Businesses ranged from everyday banking, credit, cards services, estates specialists, digital support, US Banking and the launch of the new async messaging platform.

• Cultivated a culture of digital innovation by promoting creative thinking, change leadership and problem solving.
• Managed risk effectively by identifying potential threats, developing contingency plans, and implementing mitigation strategies in line with overall business objectives.
• Achieved departmental goals by developing and implementing strategic plans and initiatives.
• Increased employee satisfaction, providing regular coaching and feedback sessions.
• Championed continuous improvement initiatives to drive operational excellence within the organization.
• Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
• Developed strong relationships with key partners, fostering collaboration and mutual growth opportunities.
• Directed design and execution of business transformation initiatives to drive business performance, culture and employee
• engagement, optimization and growth opportunities.

I held this position in 2 markets. Stratford being a rural market and Niagara region being 18 branches and a book size of approximately 8G.

• Managed financial performance by setting budgets, monitoring expenses, and identifying areas for improvement.
• Expanded the company''s presence and establishing valuable partnerships to increase market penetration.
• Increased regional sales by developing and implementing strategic sales plan
• Facilitated organizational change management to adapt quickly to shifting market dynamics and digital customer preferences.
• Maintained a deep understanding of the competitive landscape, adjusting strategies as necessary to maintain or improve market positioning.
• Cultivates a strong network of industry professionals through active participation in events, boards and community presence.
• Cultivated culture of excellence and accountability, fostering motivated and highly engaged team committed to achieving and surpassing goals.
• Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.

Secondment - I was asked to support our new US Digital Bank by establishing process, procedures to provide outstanding customer service though our distribution channels to our Canadian snowbird clients.

• Streamlined processes for increased efficiency within the contact center team, problem resolution and IVR, resulting in improved response times to client inquiries and requests.
• Ensured compliance with all relevant regulations by adhering to established policies and procedures in all aspects of the role.
• Demonstrated adaptability in responding to changes in client needs or market conditions, adjusting strategies as needed for continued success.
• Worked with branch partners to maximize sales efforts to business customers and cross-sell other products and services.
• Collaborated with Canadian Branch network internal to deliver comprehensive US Banking and Home Equity products and services to snowbird and other Canadian residing in the USA.

Lead strategies and implementation for our growing Digital Business across Canada, through multiple platform and Business. Responsible for a large virtual team (400+) located in our contact centers In Moncton, Montreal, Mississauga, Winnipeg and Vancouver.

• Collaborated with project team and national office to implement and operationalize digital distribution channels (chat, social media) for RBC.
• Provided analytical rationale to identify, develop and implement activities to service clients through digital channels.
• Identified staff requirements and worked with training to initiate recruitment and training curriculums.
• Launched Chat successfully in most of our lines of business as well as well as Social Media by collaborating closely with cross-functional teams and external partners.