Hi, I’m
Nahid Hassan
Lethbridge,AB
Summary
With a 20+ year track record working in different financial institutions and a credit union, with a proven track record of business results. Consistently fostered client loyalty by providing a superior member experience, driven premium growth in assets and loans, especially mortgages, enhanced employee engagement, led successful change management initiatives, and championed digital enablement.
As a highly motivated and dedicated professional, driven by a passion for delivering maximum sales results and superior client experiences. An entrepreneurial mindset has enabled to growth of businesses through effective partnering activities and collaboration, agile methodologies, and community involvement, which has a lasting impact on the business unit and the organization's growth trajectory.
Looking for the opportunity to grow and develop leadership skills in a senior role in the financial industry where experience a new challenge.
Overview
17
years of professional experience
Work History
1st Choice Savings And Credit Union Ltd.
Bank Branch Manager
2018.10 - Current (5 years & 11 months)
Job overview
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
- Assessed employee performance and developed improvement plans.
- Fostered strong relationships with clients by addressing their needs promptly and providing personalized financial solutions.
- Promoted a culture of innovation by encouraging staff to share ideas and solutions that improved overall branch operations and customer service levels.
- Enhanced employee engagement by organizing team-building activities, training sessions, and open communication channels within the branch.
- Conducted regular audits of branch operations to maintain compliance with internal policies and external regulations.
- Examined customer loan applications for loan approvals and denials.
- Implemented risk management processes to identify potential risks, reduce losses, and maintain compliance with regulatory requirements.
- Improved cash management procedures, ensuring accurate cash handling practices across all transactions within the branch.
- Optimized staff productivity through effective scheduling, task delegation, and performance monitoring.
- Resolved escalated customer issues quickly and efficiently while demonstrating empathy towards clients' concerns resulting in higher customer retention rates.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Developed and executed strategies to grow the bank's loan portfolio, expanding business opportunities.
- Identified partnership opportunities and established favorable business connections.
- Collaborated with senior management to develop strategies for increasing market share and overall profitability.
- Launched a new training program to boost employee skills and staff retention rate.
- Submitted loan applications to an underwriter for verification and recommendation.
RBC
Client Experience Coach
2017.07 - 2018.08 (1 year & 1 month)
Job overview
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
- Organized multiple successful events strengthening community engagement while fostering rapport between the company and its clientele.
- Identified and executed opportunities to engage clients.
- Developed long-lasting client relationships through providing exceptional service and personalized attention.
- Implemented proactive strategies for anticipating and addressing client concerns, resulting in increased loyalty and repeat business.
- Onboarded new clients through established sales and implementation cycle.
- Championed a company culture focused on delivering exceptional service, fostering employee alignment and dedication towards meeting clients' expectations.
- Enhanced customer satisfaction by streamlining communication channels and implementing efficient CRM tools.
- Evaluated client feedback data to identify areas of improvement and prioritized resources accordingly, resulting in continuous enhancement of the customer experience.
- Spearheaded initiatives to improve overall client experience, including staff training and process improvements.
- Collaborated with cross-functional teams to ensure seamless integration of client feedback into product development processes.
RBC
Digital Store Manager
2015.02 - 2017.06 (2 years & 4 months)
Job overview
- Increased customer satisfaction by implementing efficient banking processes and providing exceptional service.
- Coached and mentored staff to improve job performance, resulting in higher productivity and employee retention.
- Assessed employee performance and developed improvement plans.
- Built strong relationships with local businesses, fostering partnerships that benefited both parties.
- Managed banking operations for smooth daily transactions, ensuring accuracy and compliance with regulations.
- Developed a loyal customer base through personalized service and tailored financial solutions.
- Led efforts for branch growth, successfully achieving targeted loan portfolio expansion while maintaining credit quality.
- Cultivated a high-performance culture within the branch by setting clear expectations and rewarding top performers accordingly.
RBC Royal Bank
Financial Advisor Leader
2013.01 - 2015.01 (2 years)
Job overview
- Built and maintained relationships with clients to provide ongoing support.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Planned, developed, and implemented strategies to convey information to key decision-makers.
- Maintained up-to-date knowledge of industry trends and regulations, ensuring accurate advice was provided to clients at all times.
RBC Royal Bank
Bank Branch Manager
2007.03 - 2013.12 (6 years & 9 months)
Job overview
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Assessed employee performance and developed improvement plans.
Education
York University
Bachelor of Science from Chemistry
06.1997
Skills
- Sales Leadership
- Interviewing and Hiring
- Coaching and Mentoring
- Client Relationship Management
- Strategic Planning
- Sales Planning
- Client Acquisition
- Performance Reviews
- Employee Development
- Community Relations
- Sales management
- Event Planning
- Financial Advising
- Business development expertise
- Business Development
- Revenue Generation
- Mortgages
- Loan Growth
- Digital Transformation
- Superior Member Experience
- Building Relationships with Realtors
- Financial Wellness Events
- Credit analysis
- Relationship Management
- Verbal/written communication
- Public Speaking
- Strong team-builder
- Attention to Detail
- Decision-Making
- Relationship building and management
Languages
English
Full Professional
Arabic
Native or Bilingual
Timeline
Bank Branch Manager
1st Choice Savings And Credit Union Ltd.
2018.10 - Current (5 years & 11 months)
Client Experience Coach
RBC
2017.07 - 2018.08 (1 year & 1 month)
Digital Store Manager
RBC
2015.02 - 2017.06 (2 years & 4 months)
Financial Advisor Leader
RBC Royal Bank
2013.01 - 2015.01 (2 years)
Bank Branch Manager
RBC Royal Bank
2007.03 - 2013.12 (6 years & 9 months)
York University
Bachelor of Science from Chemistry
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