Summary
Overview
Work History
Education
Skills
Accomplishments
Locations
Languages
Timeline
Generic

Titus Paulraj

Calgary

Summary

Subject Matter Expert on CCSA/TS2 (TYSYS) for Cards Personal & Business Clients, Knowledge and experience in Credit, Credit Cards & Banking Application Systems Strong analytical and problem-solving skills Detail oriented, self-motivated, and highly organized Enhanced problem–solving, leadership, communication, and organizational skills

Overview

16
16
years of professional experience

Work History

Manager, Learning Delivery

Royal Bank of Canada, RBC
11.2023 - Current

Team Manager - Core Banking

Royal Bank of Canada
03.2023 - 11.2023
  • Developed team strategies for achieving project goals and enhancing team performance.
  • Enhanced team collaboration by organizing regular meetings and brainstorming sessions.
  • Improved team productivity with effective delegation of tasks and responsibilities.
  • Managed team resources, ensuring optimal allocation for maximum efficiency.
  • Supported team members, resolving conflicts and promoting a positive work environment.
  • Increased team motivation by recognizing achievements and implementing reward systems.
  • Fostered innovative thinking by encouraging creative problem-solving approaches.
  • Boosted team morale with team-building activities and events.

Manager, Learning Delivery

Royal Bank of Canada
11.2021 - 03.2023
  • Led training sessions to boost team skills and competencies.
  • Cross-trained existing employees to maximize team agility and performance.

Credit Advisor

Royal Bank of Canada
02.2020 - 10.2021
  • Reviewed clients'' credit reports to identify errors or inaccuracies, working with credit bureaus to correct any discrepancies improving client''s credit history.
  • Improved client credit scores by developing personalized financial strategies and debt management plans.
  • Analyzed clients'' financial situations to provide tailored recommendations, ensuring optimal credit health.
  • Provided exceptional customer service by promptly addressing inquiries or concerns resulting in enhanced customer satisfaction.
  • Identified potential risks and offered solutions, minimizing the likelihood of future credit issues.
  • Streamlined internal processes within the company by implementing new software tools that improved efficiency in day-to-day operations.
  • Assisted clients in obtaining loans for various purposes, resulting in increased loan approvals and client satisfaction.
  • Educated clients on responsible credit usage, promoting long-term financial stability and success.
  • Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.

Manager, Learning Delivery

Royal Bank of Canada
01.2019 - 02.2020
  • Leadership role, responsible for delivering best in class on-boarding for new to bank and new to role advisors
  • Adhere to nationally approved learning design and timeframe
  • Manage trainees, monitoring and assessing progress and performance
  • Provide feedback tailored to the needs of individual advisors utilizing the Cohen Brown coaching model
  • Collaborate with our HR partners to manage behaviour and performance issues

Advisor Enablement Coach

Royal Bank of Canada
01.2018 - 01.2019
  • Coach Advisors on effective deployment of key sales levers to enhance line of business performance
  • Collaborate with Team Managers and coached Advisors on tools, and resources to enhance client loyalty, advice quality, solutions recommendations, and efficiency
  • Developed customized coaching plans tailored to the needs of individual advisors for both the Cards and SSG (Harmonized Team) line of business
  • Champion, promote and coach to effective client referrals to RBC Partners within the advice centre and other RBC Partners to introduce clients to a full range or RBC solutions
  • Supported the Cards Line of Business with TM relief when needed
  • Demonstrated leadership capabilities and teamwork by hosting team meetings to motivate and positively impact teams

Credit Advisor

Royal Bank of Canada
06.2013 - 02.2017
  • Assisted clients through effectively discovery to identify their primary need and providing relevant financial advice and solutions on a wide variety of personal lending products & services to meet their needs
  • Delivered a positive client experience through consistent demonstration of the four essentials of customer care
  • Completed and decisioned credit applications for personal banking clients
  • Referred clients to appropriate RBC Partners as needed to meet their needs

Senior Cards Advisor

Royal Bank of Canada
02.2009 - 06.2013
  • Provide professional, responsive customer service to inbound client calls, assisting clients with their immediate financial needs
  • Aptitude for recommending products and services to clients to meet their financial needs and provide superior, responsive execution and delivery of tailored client transactions
  • Identify risks/issues with procedures & operating systems for Cards LOB, recommend mitigations strategies and coordinate with appropriate departments to close the gaps
  • Coordinated with TSYS and the Cards Operations Team in introducing the New Operating System, CCSA, for the Cards LOB
  • Supported the Cards Operations Team and TSYS in testing CCSA during the living lab phase in order to identify new opportunities and close operating gaps
  • Helped the communications and the delivery of Cards Initiatives in partnership with VP’s, Directors, Sr
  • Mangers and the Cards Operations and Business Integrations Team
  • Investigated, analysed, and recommended system changes and procedure updates for the Cards LOB to improve efficiency and effectiveness for CCSA/TSYS and Cards Advisors
  • Represented the Cards Advisor Group at roundtable focus group for the Client Experience with VP’s Directors & Senior Managers

Education

Diploma - Marketing

Charted Institute of Marketing UK
CIM UK

BBA - Business Management

University of Colombo
Colombo, Sri Lanka

Skills

  • Team leadership
  • Project management
  • Strategic planning
  • Performance evaluation
  • Conflict resolution
  • Decision making
  • Problem solving
  • Goal setting
  • Risk management
  • Team building
  • Customer service
  • Staff training and development
  • Coaching and mentoring

Accomplishments

  • Executive Advisory Council Member Award, 12/20
  • Platinum Club Award Winner, 12/17
  • RBC Performance Cruise Winner, 12/16
  • Platinum Club Award Winner, 12/16
  • Platinum Club Award Winner, 12/15
  • Platinum Club Award Winner, 12/14

Locations

  • Mississauga Advice Centre, Mississauga, Ontario
  • Calgary Advice Centre Hub, Calgary, Alberta

Languages

English
Full Professional

Timeline

Manager, Learning Delivery

Royal Bank of Canada, RBC
11.2023 - Current

Team Manager - Core Banking

Royal Bank of Canada
03.2023 - 11.2023

Manager, Learning Delivery

Royal Bank of Canada
11.2021 - 03.2023

Credit Advisor

Royal Bank of Canada
02.2020 - 10.2021

Manager, Learning Delivery

Royal Bank of Canada
01.2019 - 02.2020

Advisor Enablement Coach

Royal Bank of Canada
01.2018 - 01.2019

Credit Advisor

Royal Bank of Canada
06.2013 - 02.2017

Senior Cards Advisor

Royal Bank of Canada
02.2009 - 06.2013

Diploma - Marketing

Charted Institute of Marketing UK

BBA - Business Management

University of Colombo

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Titus Paulraj