Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nabeel Ali

Calgary

Summary

Forward-thinking Senior Manager adept at managing teams and departments to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams. Versatile specializing in Banking and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Pursuing new professional challenges with a growth-oriented company.

Overview

16
16
years of professional experience

Work History

Senior Manager, Talent Cycle Canada

ROYAL BANK OF CANADA
01.2023 - 01.2024
  • Provided leadership, training and guidance to a team of Pre-employment associates as they processed pre-employment screening, candidate assessments and deliver backend support to our partners
  • Led Canadian and US Immigration Consultants
  • Ensured team's delivery of established service standards and team operational effectiveness
  • Fostered a service culture which promoted continuous quality improvement within the team and with key stakeholders
  • Built and maintained effective service partner relationships with key stakeholders, ensured partner needs are assessed regularly and process changes are implemented as required
  • Managed operational risk within the team to ensure adherence to RBC policies and external regulatory requirements
  • Led the team performance management activities, including goal setting, coaching, training, development planning and annual performance assessments.
  • Provided strong leadership to enhance team productivity and morale.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Implemented and developed operational standards, policies and procedures.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Identified cost improvement changes and cost savings plans to increase company savings.
  • Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
  • Produced staffing matrix to provide adequate coverage of department.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Senior Manager, Automation Enablement

ROYAL BANK OF CANADA
01.2022 - 01.2023
  • Leadership within the Automation Enablement team which provided strategy, design, and delivery support for all automation solutions
  • Created partnership with Operations Partners and provided recommendations on best solution options for opportunities/challenges they are facing, considering both short-term and long-term factors
  • Chaired the Central Engagement Council (CEC) with partners across Canadian Banking Operations
  • Partnered with Personal & Commercial Banking lines of business (LoBs) to understand their strategy and transformation journeys, identifying opportunities to partner on automation solutions developing a backlog for automation delivery teams
  • Supported the design strategy for applying “Front-to-Back’ methodology to initiatives outside of proclaimed “Front-to-Back” Transformation Programs
  • Supported horizontal initiatives that impact the Automation Team (e.g OKRs, measurement of reuse, measurement of automation maturity, facilitation of strategy dialogues)
  • Lead employee engagement and enablement initiatives across the ~50 FTE Automation Team.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Leveraged automation and scripting tools to monitor, maintain and first-level troubleshoot job and process automation.
  • Established testing frameworks for test automation.
  • Established company automation methodology, frameworks, and tools.
  • Drove automation and data analytics opportunities within portfolio.
  • Improved workflow automation to reduce wasted time and resources.
  • Coordinated daily activity and flow of projects through multiple departments to verify on-time product delivery.
  • Modeled management and organizational skills and multi-tasked and prioritized in deadline-driven environment.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Maintained open communication by presenting regular updates on project status to customers.

Senior Manager, Strategic Initiatives – Operations Enablement and Integration

ROYAL BANK OF CANADA
12.2020 - 01.2022
  • Through building strong, collaborative relationships with critical partners, actively engage partner in initiatives that lead to Roadmap savings, providing post-initiative reviews including effective embed and sustain activities
  • Scope and submit business cases for new transformation initiatives to move meaningful work into the Initiatives Tracker resulting in Roadmap savings
  • One Centre Catalyst Lab, 9.0 FTE capacity created from 2020 carry-over
  • 6 FTE in capacity created for cost avoidance achieved by personal contribution through assigned projects
  • Ensure any National Internal Audit action plans are implemented and resolved within specified time frames - as applicable
  • Manage business priorities and transformational ambitions by facilitating open and pro-active communication with business partners
  • Effectively identifies, manages and escalations risks identified in projects
  • Provide proactive support, advice and counsel to Banking Operations Senior Leadership
  • Provide proactive support, advice and counsel to the Regional President, ROO, and Advisory Team on the operational effectiveness of their Region and markets
  • Reduce people risks associated with low engagement, low adoption of critical initiatives or errors due to lack of understanding of changes through simplified, stakeholder focused communication.
  • Supported project management team for optimal performance.
  • Facilitated workshops to collect project requirements and user feedback.
  • Verified quality of deliverables and conformance to specifications before submitting to clients.
  • Analyzed project performance data to identify areas of improvement.
  • Developed and implemented project plans and budgets to ensure successful execution.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Senior Manager, Personal & Business Lending Operations

ROYAL BANK OF CANADA
07.2019 - 12.2020
  • Key Accomplishments: Diversified Payout Statement Teams role to E2E to provide better client experience
  • Drastically improved Payout Statements Phone SLA from 3% to 75% and abandoned call rate from 50% to 4%
  • Personal and Business Discharge SLA improved from an average of Day 29 to now an average of Day 20 SLA
  • All backlogs for Payout Statement/Discharges/QMs/BAML are cleared and currently a plan is in place to clear Final Docs backlog
  • Developed and coached my entire leadership team on the basis of the Leadership Model
  • Restructured my department which stabilized the teams and fostered a culture of adapting to change
  • Initiated and completed role reviews for several teams which aligned the roles accordingly
  • Created an agile and adaptable workforce for the benefit of ONE RBC – client wins, employee (managers & individual contributors) wins, business wins
  • Proactively prioritized capacity against greatest need regardless of reporting line
  • Established regular check-ins to provide candid and actionable feedback, provided coaching and development and iterate goals as needed
  • Strengthened Employee Engagement through exemplification of the Leadership Model
  • Kept Radical Candor and Growth Mindset alive to create a psychologically safe environment for employees
  • Role modeling inclusive behavior and provide visible support of diversity initiatives
  • Challenged the status quo and assessed areas to reduce or eliminate low value / impact work
  • Acted with an owner’s mindset and deployed RBC resources in a responsible and sustainable way
  • Identified opportunities to reduce overall costs without impacting client experience or employee satisfaction
  • Delivered effective execution focused on innovative, efficient, and reusable practices
  • Voiced my opinion to ensure we are leveraging a horizontal operational mindset for reusability and leveraging the best practices to simplify the end to end process
  • Embraced a digital/technology mindset while ensuring my teams participated throughout the design stage & proactively recommended enhancements to enhance the delivery & client/staff end to end experience.

Manager, Credit Transaction Management – Business Lending Origination Group

ROYAL BANK OF CANADA
11.2017 - 07.2019
  • Developing and leading high-performance teams focused on general operations and customer service as a Manager for Commercial Credit Review, RBC; assigning tasks, maintaining schedules and workflows, and ensuring achievement of deadlines and goals while also meeting quality control requirements and high customer satisfaction
  • Training and motivating teams through projects and company initiatives
  • Evaluating staff performances and coaching them accordingly to elevate work quality and employee motivation
  • Effectively managing diverse teams of employees, including hiring, pay increases, employee morale programs, annual reviews and terminations
  • Achieving business-development efforts and facilitating communication between multiple departments for maximum efficiency
  • Recruited and on boarded 37 individuals whom were New to RBC
  • As part of the recruiting process, I conducted interviews and fulfilled RBC’s hiring process
  • Achieved immaculate and high Employee Opinion Survey results just within 6 months – some categories including Leadership increased by more than 40%
  • Provided Quality Leadership in RBC Commercial Credit Review Group, for a diverse team within a centralized client fulfillment/servicing centre
  • Earned Lean Practitioner Certification - As part of the certification, my LP project of two weeks brought .40 FTE savings
  • Lead, developed and maintained applicable product and process knowledge for the team and provided a clear line of sight for the client experience, while ensuring adherence to operational risk, compliance and AML requirements
  • Lead coaching routines for the team and provided regular feedback to reinforce the consistent use of “client first” principles
  • Consistently promoted and encouraged employees to uncover innovative ideas to improve process/fulfillment efficiency and effectiveness
  • Ensured all team members adhered to Global Information Risk Management framework and Global Compliance mandated policies and procedures
  • Provided focus and clarify in establishing department and individual goals, leading performance enablement, supportive employee development, career coaching and rewarding strong performance
  • Took action to reinforce the importance of change
  • Accepted and successfully executed change while supporting employees through proactive communication, issue resolution, and effective decision-making
  • Provided consistent service within established benchmarks contributing to achievement of Business Client Service Commitments
  • Supported the implementation of new initiatives/processes enhancements within the team through testing and just in time training.

Senior Team Leader - Automotive Fulfillment Center

ROYAL BANK OF CANADA
03.2016 - 10.2017
  • Managing and providing quality leadership for a diverse team within a centralized Auto Finance Fulfillment Centre with focus on achieving an enhanced dealer experience by meeting /exceeding established EPM Targets, service quality standards and Service Level Agreement requirements
  • Department Lead on Recruitment and Onboarding of new employees
  • Work efforts are focused on overall effectiveness of the team through quality coaching and feedback, talent management, accuracy and efficiency of the fulfillment processes and overall unit/team operations
  • Responsible to lead, develop and maintain applicable product and process knowledge for the team and provide a clear line of sight for the dealer experience, while ensuring adherence to operational risk, compliance and AML requirements
  • Proactively identify and recommend solutions to recurring errors and service gaps; act as a referral point/Subject Matter Expert.

Specialized Services Officer - Automotive Fulfillment Center

ROYAL BANK OF CANADA
12.2010 - 02.2016
  • Provided in depth training on Consumer and Business Vehicle Financing Solutions Lending Products, Procedures and best practices with an aim to develop proficient Automotive Funding fulfillment agents
  • Successfully developed the Business Vehicle Financing Solutions Policy Folio from scratch which was amended and approved by National Office
  • Was granted the opportunity to travel to Montreal to train agents on Business Vehicle Financing Solutions Funding
  • Collaborated with the Leadership Group, Managers & members of National Office to identify and propose viable solutions for our Clients and business functions to improve and enhance delivery resulting in an improved client experience by promoting innovation within Automotive Finance Fulfillment and cultivating a culture of continuous improvement and efficiency
  • Facilitated and effectively launched the roll out and post support of new tools, product enhancements and RBC initiatives such as Business Vehicle Solutions, Sales Platform, Process Optimization Program, Performance Tracker, Alternative Vehicle Financing Solutions and IPCC
  • Identified gaps in end to end processes by creatively finding ways to bridge process related gaps within and across Departments
  • Took ownership, demonstrated concern, resolved the problem at the first point of contact, went the extra mile and eliminated hand offs
  • Commitment to improving centre quality at first touch through support, training and on the spot coaching of Agents and Officers resulting in month over month reduction in AFF errors and omissions
  • Commitment to personal improvement and development in achieving and retaining top favorable survey scores on the facilitation of Training Sessions and for support and enablement delivered towards anchored Team
  • Strong contribution to the overall satisfaction of our Clients and partners in Service Delivery by reporting accurate and unbiased reviews on all Quality Review opportunities with the sole objective to close the loop on service gaps throughout the centre to ensure Client satisfaction
  • Was the nucleus of the Support System, initiated and facilitated team huddles to ensure clarity and understanding around existing and new processes
  • Encouraged open discussion amongst those we support as well as peer group in a positive and respectful manner.

Client Care Representative

BELL MOBILITY
12.2007 - 11.2008
  • Handling inbound calls regarding billing, products and services, and general inquiries
  • Provided excellent quality calls
  • Always instilled a client first mindset
  • Excellent at capitalizing sales opportunities
  • Provided customers with top notch knowledge about products and services.

Education

BUSINESS ADMINISTRATION - HUMAN RESOURCES MANAGEMENT -

York University
01.2025

Skills

  • Agile Mindset / Lean Practitioner Certified
  • Scrum Master
  • Authentic Leadership
  • Human Resources Management
  • Strong business and organizational knowledge of Personal and Business Banking Processes
  • Managed large teams effectively
  • Champion of Simplification Strategy
  • Professional oral and written communication skills
  • Exemplary conflict management, negotiation and influencing capability
  • Pre-employment Screening & Onboarding
  • Recruitment and Hiring
  • Critical, Visionary and Analytical Thinking
  • Excellent Corporate Communications
  • Problem-Solving
  • Team Building and Talent Development
  • Organization Development and Improvement
  • Attention to Detail
  • Supervision and Leadership
  • Project Planning and Management
  • Process Improvement
  • Strategic Planning
  • Performance Management
  • Change Management
  • Operations Management
  • Training and Mentoring
  • Process Analysis
  • Resource Allocation
  • Workflow Analysis
  • Sprint Planning
  • Agile Best Practices
  • Development Team Trainings
  • Risk Identification
  • Task Prioritization
  • Stakeholder Management
  • Agile Coaching
  • Empathy and Emotional Intelligence
  • Adaptive Leadership
  • Lean Principles
  • Data-Driven Decision-Making
  • Customer Relationship Management
  • Public Speaking and Presentation Skills
  • Kanban Knowledge
  • Scrum Framework Expertise

Timeline

Senior Manager, Talent Cycle Canada

ROYAL BANK OF CANADA
01.2023 - 01.2024

Senior Manager, Automation Enablement

ROYAL BANK OF CANADA
01.2022 - 01.2023

Senior Manager, Strategic Initiatives – Operations Enablement and Integration

ROYAL BANK OF CANADA
12.2020 - 01.2022

Senior Manager, Personal & Business Lending Operations

ROYAL BANK OF CANADA
07.2019 - 12.2020

Manager, Credit Transaction Management – Business Lending Origination Group

ROYAL BANK OF CANADA
11.2017 - 07.2019

Senior Team Leader - Automotive Fulfillment Center

ROYAL BANK OF CANADA
03.2016 - 10.2017

Specialized Services Officer - Automotive Fulfillment Center

ROYAL BANK OF CANADA
12.2010 - 02.2016

Client Care Representative

BELL MOBILITY
12.2007 - 11.2008

BUSINESS ADMINISTRATION - HUMAN RESOURCES MANAGEMENT -

York University

Similar Profiles

CREATE PROFILE
Nabeel Ali