Sarah Munroe

• Manages the people side of change to directly impact the success of the program/project ensuring benefit realization.
• Ex. BMO Insurance Creditor Insurance book was purchased by Securian Canada (CPL) from Sun life effective 31/Jan/2023 and I was the Change Integration Specialist supporting the large-scale change.
• Lead, consult and contribute to the development of all Change Management tactics, together with Business Leads and SMEs. Some examples include:
• Communications: Create/lead/facilitate/contribute to key message working sessions; reviewer/approver of communications
• Change Tools/Resources: lead/facilitate/contribute brainstorming sessions for CM related resource material such as Training, FAQs, Drop-in sessions, Intranet sites, Client facing messages/collateral, Videos etc.
• Change Support: general support for anything CM related, we don’t just assign tasks
• Host and lead regular (weekly) CM meetings
• Execute and track on all Change Management deliverables
• Prepare CM status reports for Steer Co’s, Operating committees, weekly team updates
• Manage Action Items, key decisions and CM related risks and track to completion
• Assess change complexity, determine risk, and define strategy to support stakeholders

CM Achievement:

Created several internal employee sites including Winning Culture Insurance which I am a committee member of, On the Move to 250 Yonge, NWOW Insurance, and regular site updated for our main page (including keeping it Bill 96 compliant)

• Fully qualified branch manager
• Effectively coach, lead and train your team to deliver exceptional service to our customers in a complex and fast paced environment
• Develop the team to deliver strong business results while adhering to internal practices and processes
• Own the overall success of the branch by enhancing BMO’s presence to establish and maintain new and current customer relationships, developing business in the community.
• Oversee the day-to-day branch operations to protect the bank’s assets and comply with all regulatory, legal and ethical requirement
• Act as a change champion and lead the team in supporting BMO’s strategic priorities.
• Role model digital leadership through promotion of alternate customer channels.
• Partner with your team to enhance employee engagement
• Collaborate and facilitate meaningful relationships between team members and various partners within BMO
• Performed regular audits of financial records in order to ensure accuracy.
• Identified opportunities for process improvement initiatives within the branch.
• Assisted other branches when needed during peak periods or special projects.
• Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.

• Provided training to new employees on company policies and procedures.
• Provided leadership and direction to staff members in order to ensure efficient operations of the branch.
• Conducted performance reviews, monitored employee goals, and provided feedback and coaching as necessary.
• Ensured compliance with internal policies and procedures as well as external regulations.
• Monitored daily operations of the branch including sales, customer service, inventory control.
• Maintained a positive relationship with customers by responding promptly to inquiries or complaints.
• Resolved customer issues effectively in order to maintain strong customer relationships.
• Recruited new staff members through job postings and conducting interviews.
• Managed daily cash flow activities including counting cash drawers at opening and closing times.
• Supervised teller duties including balancing cash drawers and verifying accuracy of transactions.
• Monitored daily operations and supported Branch Manager in necessary duties.

• Identified solutions for clients based on financial goals and needs.
• Assist clients with a variety of services including but not limited to account openings, investments and mutual fund, and lending (loans and mortgages) by engaging them in excellent customer conversations.
• Sold consumer and small business banking products and services.
• Performed banking transactions for customers and managed cash transactions, deposits and withdrawals.
• Protected customer information and business records.
• Interpreted performance results and identified opportunities to drive success.
• Assisted customers with opening checking and savings accounts and applying for credit cards and loans.

• Assist customers with their everyday Banking needs.
• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Developed strong relationships with customers by providing personalized assistance and support.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Mentored new employees on procedures and policies to maximize team performance.