Susan Burg
Calgary,AB
Summary
Dynamic Senior Regional Manager with TD Bank, skilled in sales management and staff development. Proven track record in driving growth through strategic partnerships and enhancing customer experience. Expert in problem-solving and change management, fostering a culture of collaboration and accountability while achieving performance goals and optimizing team effectiveness.
Overview
12
12
years of professional experience
Work History
Senior Regional Manager, Direct Investing
TD Bank
08.2024 - Current
- Lead a team across 4 provinces that aim to drive growth within Direct Investing by partnering with retail colleagues to acquire assets from other institutions
- Review daily, weekly and monthly business reporting to leverage information in order to optimize forecasting and future business plans.
- Tracking KPIs against benchmarking, market trends and competitor activities to develop strategic improvement plans.
- Attract, retained and developed top talent to enhance team performance.
- Actively cultivate a culture of open communication, collaboration and shared accountability for business success.
Regional Manager, Direct Investing
TD Bank
05.2021 - 07.2024
- Established performance goals for employees, provided feedback and created action plans to meet their targets.
- Created a positive culture within our team to boost company morale and promote employee retention.
- Used past experience, customer service skills and empathetic nature to resolve customer concerns and promote loyalty.
- Managed a team virtually across provinces by creatively using tools to track daily activities and stay connected.
Branch Manager
TD Bank
03.2017 - 04.2021
- Enhanced branch performance through consistent coaching, providing clear and achievable goals for the team and affectively handling customer escalations.
- Complied with established internal controls and policies.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Manager, Financial Services
TD Bank
06.2015 - 03.2017
- Maximized performance by monitoring daily activities and coaching team members.
- Resolved customer concerns, actively listening to concerns and finding appropriate middle ground.
- Managed and motivated employees to be productive and engaged in work.
Regional Manager, Customer Experence
TD Bank
05.2013 - 06.2014
- Developed a Regional strategy for best-in-class customer experience across the four provinces in the Atlantic Region.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Launched a branch new Legendary Experience Index for the 50+ branches in the Region
Education
Bachelor of Arts - Economics
St. Francis Xavier University
Antigonish, NS05-2002
Skills
- Sales management
- Change management
- Problem-solving abilities
- Staff training and development
- Customer service
Timeline
Senior Regional Manager, Direct Investing
TD Bank
08.2024 - Current
Regional Manager, Direct Investing
TD Bank
05.2021 - 07.2024
Branch Manager
TD Bank
03.2017 - 04.2021
Manager, Financial Services
TD Bank
06.2015 - 03.2017
Regional Manager, Customer Experence
TD Bank
05.2013 - 06.2014
Bachelor of Arts - Economics
St. Francis Xavier University
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