Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
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Nick Suratia

Burlington,ON

Summary

Enterprising Branch Manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Branch Manager

TD Bank
01.2021 - Current
  • Led a team of 6 Advisors and 7 service associates with impactful results managing a branch with a book size of $200 million
  • Coaching and developing team that’s leads to building and enhancing strong customer relationships with existing customers and establishing new customer relationship
  • Mentor team members by showcasing exceptional experiences in every customer interaction and achieving operational excellence and personal development objectives
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.

Manager of Customer Experience (MCE)

TD Bank
03.2020 - 12.2020
  • Achieve Customer demands and compliance requirements by appropriate employee training and coaching while adhering to policies and procedures
  • Support the team members in resolving complaints as per customer problem resolution process, encourage senior team members to act as a point of escalation and take ownership as required
  • Monitoring staff conduct, mentor, and provide training as and when needed to ensure that each customer experience is not only satisfactory but delightful for the client.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.

Financial Advisor

TD Bank
05.2016 - 02.2020
  • Proactively work with the client to assess and analyze financial situation of clients to provide financial solutions for their personal as well Small Business financial needs, that are best fit for their maintaining their current financial health & plan for future financial needs
  • Contribute to branch objective for Operational Excellence by adhering to Credit Compliance, audit & ROA visits, MF compliance, credit compliance & noncredit losses
  • Increase customer financial confidence by providing personalized financial advice, answering customer questions & addressing their concerns, raising matters as appropriate to team members/ partners while maintaining confidentiality & accuracy.

Branch Manager

HDFC Bank Ltd - INDIA
10.2009 - 10.2015
  • Offered focused coaching on targeted behaviors, to achieve optimum customer service and sales results parallel to company goals
  • Monitored & managed value buildup project for customers by managing Relationship Managers while working on retention of existing portfolio
  • Acted as the first point of contact for issues & concerns, resolving it at the first interaction and escalate it to the concerned line of business when necessary
  • Enhanced branch productivity by handling staff conflicts, evaluations, hiring / termination processes, coaching employees on company protocol & payroll operations.

Manager of Customer Service & Sales

Kotak Mahindra Bank Ltd
10.2008 - 09.2009
  • Developed strategies to enhance client base and implement appropriate sales plan to target prospective customers
  • Managed design of dynamic widgets focused on Wealth management and initiated two key partnerships which resulted in 54% revenue growth
  • Mentoring and coaching the service and sales team members to help them achieve maximum efficiency and productivity.

Branch Operations Manager

Kotak Mahindra Bank Ltd
10.2006 - 09.2008

Teller / Head Teller

Bank of Baroda
03.2001 - 09.2006

Education

Bachelor of Commerce -

01.1999

Skills

  • Change Management
  • Business development
  • Efficient in planning & organization
  • Proficient in MS Office Suite
  • Effective communication
  • Problem-solving and Decision-Making

Certification

  • BCO -Branch Compliance Officer by Canadian Securities Institute
  • IFIC- Investment Funds in Canada by Canadian Securities Institute
  • Improving and understanding profitability and revenues (2012)
  • Customer centricity and service & Supervisory skills and Team Management (2013)
  • Digitalization and its future impact on banking (2015)

Accomplishments

  • Champions Club 2019 at TD Bank
  • MVP Club at TD Bank
  • IRP Award Paris & IRP Award Bangkok: HDFC Bank

Languages

English
Full Professional
Hindi
Native or Bilingual
Gujarati
Native or Bilingual
Punjabi
Professional Working

Timeline

Branch Manager

TD Bank
01.2021 - Current

Manager of Customer Experience (MCE)

TD Bank
03.2020 - 12.2020

Financial Advisor

TD Bank
05.2016 - 02.2020

Branch Manager

HDFC Bank Ltd - INDIA
10.2009 - 10.2015

Manager of Customer Service & Sales

Kotak Mahindra Bank Ltd
10.2008 - 09.2009

Branch Operations Manager

Kotak Mahindra Bank Ltd
10.2006 - 09.2008

Teller / Head Teller

Bank of Baroda
03.2001 - 09.2006

Bachelor of Commerce -

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Nick Suratia