Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sandrine Guérard

Mascouche,Québec

Summary

  • Individual Top Performance winner in 2017, 2020 and 2022.
  • HEC ambassador team


Natural leader, with great communication and coaching skills. Self-aware, effective listener and opened to feedback.

Overview

9
9
years of professional experience

Work History

Team Leader Manager, Retail Lending

Scotiabank
11.2022 - Current
  • Enhanced team productivity, setting clear performance expectations while ensuring KPI objectives are met.
  • Led employee relations through effective communication, coaching, training, and development.
  • Collaborated with internal and external senior management on strategic planning efforts, aligning departmental objectives with the overall Bank's vision and values.
  • Resolved customer service issues by finding immediate solutions under pressure and decreasing escalations to executive office.
  • Identified and corrected deficient performance and behaviors to achieve maximum productivity.
  • Recruited, interviewed and hired employees.
  • Conducted detailed investigations to ensure conformity towards Bank's risk appetite, built accurate reports and audits regarding employee's performance and behavioral tendencies.

Retail Lending Officer

Scotiabank
06.2018 - 10.2022
  • Developed strong relationships with customers and internal partners through high levels of customer service and cooperation.
  • Adjudication of retail loan applications and credit reports for personal and business applications Nationwide.
  • Maintained strict confidentiality of Bank records and client information.
  • Assisted in the merging of two Centres towards joint team alignment.
  • Collaborated with other departments to promptly process loan applications.
  • Trained and coached new employees by holding training and calibration sessions.
  • Participated in the inauguration of the first Senior Lender role supported with actions as mentioned above.
  • Worked to meet and exceed performance parameters while applying the Bank's policies and regulations.

Funding Supervisor

Scotiabank
06.2015 - 05.2018
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Developed strategic plans for day-to-day operations.
  • Supported the migration of procedure to a paperless environment, adapted promptly to new systematic and procedure methods.
  • Established internal audit procedures to validate and improve accuracy of financial reporting.
  • Accomplished multiple tasks within established timeframes.


Education

Post-Degree Certificate in Human Ressources - Human Resource Management

HEC Montréal
Montreal
12.2024

Bachelor of Arts - Public Relations

Université Du Québec À Montréal
Montreal
04.2015

Minor - Criminology

Université De Montréal
Montreal, QC
01.2012

Skills

  • Workload Management
  • Interpersonal Communication
  • Listening skills
  • Negotiation facilitator
  • Performance Coaching
  • Operational Excellence
  • Customer Focus
  • Staff Management

Languages

Français
Native or Bilingual
Anglais
Full Professional

Timeline

Team Leader Manager, Retail Lending

Scotiabank
11.2022 - Current

Retail Lending Officer

Scotiabank
06.2018 - 10.2022

Funding Supervisor

Scotiabank
06.2015 - 05.2018

Post-Degree Certificate in Human Ressources - Human Resource Management

HEC Montréal

Bachelor of Arts - Public Relations

Université Du Québec À Montréal

Minor - Criminology

Université De Montréal

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Sandrine Guérard