Rafael Agudelo

• Led branch operations to drive growth in banking, lending, and investment solutions while ensuring alignment with national objectives.
• Managed and coached a team of sales/relationship advisors and service managers, leading proactive sales strategies to exceed branch targets.
• Developed and executed contact management strategies to enhance client engagement and optimize revenue opportunities.
• Oversaw compliance as Branch Compliance Officer (BCO) for mutual funds and registered plans, ensuring adherence to AML, KYC, and regulatory requirements.
• Approved lending transactions within delegated lending authorities for credit cards, loans, and mortgages, ensuring responsible credit decisions.
• Provided structured coaching and performance management to advisors, driving sales effectiveness, service excellence, and compliance.
• Managed client experience and regulatory complaint resolution, ensuring high service standards and client satisfaction.
• Supervised cash operations, risk management, and security controls, ensuring compliance with internal audits and fraud prevention measures.
• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Maintained optimal client experience.
• Talent management and capacity planning aligned with national objectives.

• Led a team of Expert Banking Advisors, overseeing contact management based on client queues, average handle times, and service levels.
• Provided coaching, performance feedback, and call calibrations to ensure service excellence, compliance, and sales effectiveness.
• Led change management initiatives during the 2021 client-focused reforms (CFR) in the mutual fund industry, ensuring a smooth transition while maintaining sales performance and regulatory adherence.
• Ensured compliance with provincial regulations and jurisdictional requirements across Canada through a passport license.
• Managed team performance to achieve sales targets, client retention goals, and service excellence while adapting to evolving compliance standards.
• Collaborated with cross-functional teams to implement process improvements, training programs, and operational enhancements.
• Oversaw bilingual teams, supporting both English and French-speaking clients, ensuring clear communication and seamless service delivery.

• Led a team of advisors handling in-house and third-party mutual fund transactions, ensuring adherence to different fee and load structures.
• Acted as the Branch Compliance Officer (BCO), overseeing client interactions to ensure compliance with mutual fund regulations, AML/KYC policies, and provincial financial laws.
• Held a passport license, allowing oversight of transactions and advisory services across multiple provinces and jurisdictions.
• Provided coaching, performance feedback, and regulatory training to advisors, ensuring excellence in sales, service, and compliance.
• Managed client interactions nationwide, ensuring a seamless phone-based investment advisory experience.
• Collaborated with internal partners to enhance operations, process efficiencies, risk management protocols, and regulatory adherence.

• Oversaw a team of Credit Advisors managing personal lending and mortgage applications through multiple remote channels (phone, video, and messaging).
• Conducted call calibrations to ensure adherence to credit policies, risk guidelines, and client experience standards.
• Monitored and optimized employee capacity, average handle time, and service levels to improve efficiency and responsiveness.
• Approved lending transactions within delegated lending authorities for credit cards, loans, and mortgages, ensuring responsible credit decisions.
• Provided coaching, performance management, and compliance oversight, ensuring advisors met service, quality, and sales targets.
• Worked cross-functionally to implement process improvements and technology enhancements to streamline the credit application process.

• Managed a team of Banking Advisors, providing credit card and bank account solutions to clients, ensuring high standards of service excellence.
• Focused on delivering optimal client experience, managing client interactions to resolve issues and identify needs effectively.
• Led capacity planning efforts, optimizing team resources to meet service level expectations while maintaining average handle time targets.
• Provided ongoing coaching and performance feedback to improve sales, service quality, and operational efficiency.
• Collaborated with cross-functional teams to improve processes, enhance technology tools, and ensure smooth client interactions.

• Led the optimization and delivery of nationwide training programs for multiple lines of business and contact centers across Canada.
• Worked closely with leadership and subject matter experts to tailor training content to meet the unique needs of each business unit.
• Managed the execution and consistency of training programs, ensuring successful rollouts and adherence to quality standards across the country.
• Collaborated with regional teams and managers to assess training effectiveness and implement continuous improvements.
• Monitored training outcomes, utilizing feedback and performance metrics to ensure that employee development initiatives aligned with organizational goals.
• Drove employee engagement and development, ensuring that training programs contributed to individual and team growth, skills advancement, and performance improvement.

Provided mutual fund and savings solutions to clients, acted as an Alternate Branch Compliance Officer (ABCO).

• Provided personal lending products & mortgage solutions to clients within respective lending authorities.

• Provided personal banking & credit card solutions to clients via contact centre.