Projects/Insights

Alliances & Partnerships

Co-branding;  Loyalty & Rewards Programmes

Channels

ATMs;  Branches & Stores;  Contact Centres;  External Services;  Internet Channels;  Mobile Device Channels;  Third Party Sellers

Commercial/Retail Products & Services

Cards;  Credit Products;  Customer Incentives;  Deposits;  Insurance;  Investments;  Merchant Services;  Payments

Digital Adoption

Digital Proficiency Support;  Digital Uptake Marketing

Enterprise Management & Operational Processes

Business Continuity Planning;  Business Line Profitability;  Change Management;  Communications & Content Strategy;  Enterprise Governance;  Process Optimization;  Programme/Project Management;  Sales & Service;  Supply Chain Optimization;  Transformational Strategy

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Banking – Global Top 50 – Scotiabank​

Integration

  • Overall P&L responsibility for the acquired Citibank operation (17 Branches, 375 staff plus external sales force teams) as well as ensuring an effective 2-year integration into Scotiabank Costa Rica and Panama operations.

Sales & Service

  • Led the development & growth of Retail/SME sales and service across the Central America region. This encompassed over 1,640 staff in 120 Branches in addition to external sales force teams and a Customer Contact/Call Center covering Costa Rica, El Salvador and Panamá

  • Shared best sales and service practices and processes with Caribbean -Branches consolidation process, which drove a significant sales boost and savings in the network operations.

  • Responsible for Retail/SME sales and service in Costa Rica to increase sales, identify opportunities for economy of scale and operational savings. Led 425 staff, 34 branches, plus an external sales force team and a Customer Contact/Call Center. Achieved:
    • Highest number of products sold by sales officers and the highest cross sell ratio

    • Increased market share in auto lending and mortgages

    • Implemented External Sales for payroll, which grew new accounts and cross-sell of products.

  • Led sales and service in the Dominican Republic across 62 branches, 720 staff and 62 Branches, plus a Customer Contact/Call Center and external Sales force.

Finance & Treasury

Asset/Liability Management;  Balance Sheet Management;  Capital & Expense Management

Mergers, Acquisitions & Integration

Customer Retention;  Divestments;  Product Integration

Risk & Compliance

AML, CFT, KYC;  Capital & Liquidity Adequacy;  Fraud & Security;  Monitoring & Reporting

Teaching & Training

1-5 Day Intensives;  Individual or Small Group Coaching

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