Summary
Overview
Work History
Education
Skills
Additional Information
SPECIAL PROJECTS
Languages
Accomplishments
Timeline
Generic

Renuka Singh

Brampton,ON

Summary

Seeking to join a challenging team of RESL Team with PL & I Control Management , and Product Group, that focuses on controlling policy compliance, and system controls, being innovative and efficient . I can apply my knowledge and expertise of secured and unsecured lending products and banking info , with hands on experience. Worked with various Brands FLM, PCF, Simplii and CIBC on transformation and initiating on processes and procedures within the contact center to enhance our client experience .Also proactively suggested strong controls on compliance and risk management on acquisition and pre/post-funding process. Recommended ongoing continuous improvement Ideas to enhance daily business controls, smoother operations, effective technology. My 20 years of exceptional client experience with Contact Center background and BPO business strategies will help to develop and support operations. Achieve our financial growth, revenue and strategic objectives, while increasing and fostering organizational profitability and career growth within CIBC /Simplii Team.

Overview

19
19
years of professional experience

Work History

Manager Mortgages- Sales/ Retention Specialist

Simplii/PCF/FL
06.2015 - Current
  • Managing Level 6 sales team, that consistently delivers in generating high volume funds and retain business, match solutions/products with mortgage needs, while delivering a positive client experience. Fast paced sales environment with self-sourcing leads
  • Improved marketing to attract new customers and promote business.

Manage - Mortgage Servicing

Simplii/PCF/FLM
02.2014 - 05.2015


  • Provide strategic, day-to-day management for servicing team to ensure Service Level Agreements are exceeded Ensuring increase in productivity, revenue and profitability in the business, with client centric conversation. Managed various queues for FLM servicing IQ team, French and English queue

Manager - Contact Resource Services

BMO
10.2004 - 03.2007
  • Leadership skills in being a mentor and driving the team towards achieving target to meet the business demands towards BMO Master card and Airmiles Implemented attractive and innovative schemes and incentives to motivate team towards high sales performance


Education

MBA -

University of Pune
Pune, India
05.2002

Bachelors of Commerce -

Symbiosis College
Pune, India
05.1998

Skills

SUMMARY OF SKILLS

  • Strong Leadership qualities, acting with urgency ,prioritize and multitask, critical thinker, accept new challenges, sound decision making and handling problematic situations Being inclusive and working together, knowledge of data sourcing and optimization
  • Effectively handled change management, to enhance process and client experience with delivering new process and implementation of tools, policies and systems
  • Knowledge and experience of RESL polices and business rules, mortgage lending and funding , pricing/profitable margin ,retention and new acquisition management, maintaining portfolio growth
  • Excellent communication skills with internal/external partners, while creating, managing and developing complex initiatives and meticulously executing
  • Drawing insights on market trends and keep current with emerging changes in federal government regulatory business rules and competitors in the financial industry
  • Project management with ability to initiate and execute from start to finish Develop and implementation of product campaigns/initiatives on business development activities to support the business objectives
  • Contact Center experience along with management experience in various frontline teams for Customer Service, Retention, Escalation, Quality Monitoring and Direct Sales channels with secured and unsecured
  • Comprehensive knowledge & experience of the overall mortgage industry and products of various brands such as, FLM,PCF/Simplii and CIBC , including the secured and unsecured lending policies and procedures
  • Knowledge of software packages, Microsoft products like (Word, Excel, outlook and Power Point) internal systems, Savvy, Digicore, Finmo, Salesforce, Target, ECIF, AS07, CRS, Cognos, Verint FNF Portal ,

Additional Information

ACHIEVEMENTS

  • · Quarterly Achievers & Excel award Outstanding Leadership
  • · Annual Achiever Nominee 2023
  • · Recipient of various Purpose award, quarterly Momentum and Moment maker.
  • · One of highest Scored managers in the Employee Survey.
  • · Outstanding Performance
  • · Top MLI Sales Champ (2012 - 2013)
  • · ISO 9002 certification- Hutchison Max


SPECIAL PROJECTS

  • · People Change Management- rolled out tools and process-Compensation change ,system and tools Sales force, Digit core, Finmo ,Wapp migration to expert lender, Expert lender to Savvy
  • · Agent@ home- Deployed 100% Simplii mortgage staff to WFH and ensure full support .
  • · Moved offices- 55 Yonge to 161 bay/750 Law to 55 Yonge/100U to 750 Law :- lead on the office move
  • · Ad Id conversion for Simplii sales team:- lead and recommended solution to business and tech partners to safe additional cost for the business with AD id Simplii image vs using VDI solution 50 sales users.
  • · ECCO implementation roll out and ensuring training.
  • · FLM to CIBC mortgage migration, IQ integration -Implementation mapping clients journey and process execution

Languages

English
Hindi

Accomplishments

  • Generate sales leads via various business development events, being the champion in guiding and leading the team on self-sourcing leads.
  • ESAT - Engagement score 95% ,Response rate 100%, ENPs- 75%, People Leader 94%
  • Achieve strong sales target and successful in driving 23% growth in mortgage book and 9% YOY increase in SPLC crossing 900+ SPLC units and funded volume
  • Deepening client relationship – achieved 154.4% cross sell
  • Ensure profitability targets are exceeded for the business by maintaining margins for discounting of mortgages.
  • Improvement in QM score growth YTD to 84%
  • Excelled in risk parameters and ensure regulatory and OFSI compliant AML pass rate & disclosure @93.8%
  • Successfully drove Google review reaching 4.8% from 2.4%
  • Quality submission- Simplii 1st decision- as a team achieved 82% target was to achieve over 12%
  • Lead the Remediation Project- Worked on total 132 files, remediated 59 files,50% results achieved, saved the Bank $1,927,152.14 from being written off.
  • High Growth strategies strong internal and external partner relationship, lead on TB and FNF partner relationship.
  • Onboarded frontline to Hootsuite and prepared Linked In profile as well as create marketing content for Simplii mortgage social media posts for frontline reps to build brand awareness

Timeline

Manager Mortgages- Sales/ Retention Specialist

Simplii/PCF/FL
06.2015 - Current

Manage - Mortgage Servicing

Simplii/PCF/FLM
02.2014 - 05.2015

Manager - Contact Resource Services

BMO
10.2004 - 03.2007

MBA -

University of Pune

Bachelors of Commerce -

Symbiosis College
Renuka Singh