Jacqui Graham

• Directed branch, lending, and contact center operations, ensuring compliance and performance in retail and business banking services.
• Spearheaded initiatives that consistently exceeded sales targets and improved customer satisfaction metrics.
• Implemented balanced scorecard strategies to align team objectives with corporate goals.
• Mentored teams, enhancing skills through targeted coaching and performance development.
• Analysed market research data to identify trends and develop actionable insights for growth.
• Conducted regular performance appraisals, providing constructive feedback to direct reports.
• Identified improvement opportunities through process analysis and benchmarking studies.
• Established effective communication channels between departments to enhance collaboration.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

• Exceeded loan sales targets, achieving over $250M annually.
• Maintained positive working relationship with fellow staff and management.
• Assessed team performance against established goals and objectives.
• Developed and implemented customer engagement initiatives that enhanced retention and loyalty.
• Established clear roles, responsibilities, and timelines for team projects to drive efficiency.
• Conducted regular performance evaluations, delivering constructive feedback and setting goals.
• Identified training needs and developed tailored programs for staff development.
• Organised team-building exercises to enhance staff engagement and collaboration.
• Maintained knowledge of industry trends to apply best practices in operations.

Lending Manager / Coach.

• Developed practice plans tailored to individual needs as well as team development requirements.
• Mentored team members in order to build confidence and foster a supportive environment.
• Organized and implemented training sessions, drills and exercises to improve technique, agility and strength.
• Identified areas where improvements can be made in the loan application process in order to increase efficiency.

Lending Manager

• Assisted borrowers throughout the entire loan process from application submission through closing.
• Developed, maintained and monitored loan portfolios to ensure compliance with lending policies.
• Ensured all documentation is accurate and complete prior to funding any loans.
• Established relationships with potential customers through referrals, promotional events and cold calling campaigns.
• Handled customer service inquiries in an efficient manner while providing excellent customer service.

Branch Manager

• Provided guidance and support to team members regarding problem resolution and customer service issues.
• Monitored financial performance of the branch on a monthly basis.
• Resolved escalated customer complaints in a timely manner.
• Provided feedback on employee performance evaluations conducted by supervisors.
• Identified opportunities for process improvement initiatives within the branch.
• Established strong working relationships with external partners such as vendors and suppliers.
• Ensured compliance with established policies, procedures and regulations governing banking operations.
• Facilitated weekly meetings with staff members to discuss progress on current initiatives.
• Managed staff scheduling, hiring and training processes.
• Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
• Verified cash by balancing cash drawers and maintaining cash count records.
• Managed and inspired team members to perform to full potential, driving branch profitability.