NERUSHA RAJENDRA

Lead enterprise-level operational strategy initiatives across Contact Centre Operations, partnering with VPs and Senior Directors to enhance performance, employee experience, and strategic alignment.

Key Achievements

• Strengthened strategic alignment across 8+ lines of business by developing executive-ready presentations, business plans, and communications adopted at the VP level.
• Improved Employee Satisfaction (ESAT) outcomes by designing and executing an enterprise-wide EX strategy, increasing survey participation, and delivering insights that shaped leadership priorities.
• Enabled data-driven decision-making by creating and facilitating Monthly and Quarterly Business Reviews (MBRs/QBRs) used by executives to identify trends, risks, and operational opportunities.
• Reduced operational friction by leading cross-functional focus groups, uncovering root causes, and recommending scalable process improvements.
• Built trusted relationships with directors, VPs, and stakeholders across multiple business units, accelerating alignment and execution of key initiatives.

Nationally supported mortgage advisors and leadership groups with strategic insights, coaching, and relationship management to drive the adoption of wealth protection solutions.

Key Achievements

• Influenced over 200 mortgage advisors across Ontario to improve advice quality and sales performance without direct authority.
• Increased business penetration by developing strategic sales plans and advisor support models that strengthened the adoption of creditor insurance.
• Improved compliance and risk management by guiding leaders through regulatory escalations, and ensuring adherence to federal standards.
• Elevated advisor capability by designing learning tools, content, and comparative analysis used across multiple regions.
• Strengthened cross-line-of-business collaboration, improving client experience, and supporting enterprise-level sales effectiveness.

Led a high-performing outbound sales and advice team responsible for delivering exceptional client outcomes, and exceeding national sales targets.

Key Achievement

• Consistently exceeded sales and client targets through data-driven performance management and coaching.
• Improved team productivity by identifying gaps and implementing targeted development strategies.
• Built a client-centric culture, increasing client satisfaction, and deepening long-term relationships.
• Delivered insight-rich KPI reporting to inform leadership decisions and adjust sales strategies.

Managed national inbound/outbound sales and service campaigns, driving execution excellence, and cross-functional collaboration across Telephone Banking.

Key Achievements

• Led the end-to-end execution of national campaigns, encompassing design, documentation, issue tracking, and post-launch optimization.
• Improved campaign performance by identifying enhancements in messaging, tools, and training, resulting in stronger advisor engagement and conversion.
• Ensured high employee awareness and adoption by creating compelling communications and launch materials.
• Managed a complex national campaign calendar, keeping multiple stakeholders aligned and on track.
• Built strong partnerships across marketing, operations, sales, and leadership teams to ensure seamless execution.