Isabel Lopes
Senior Manager of Operations
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About
Collaborative Leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact success. Dedicated to delivering exceptional results by consistently acting on the importance of accuracy, detail orientation, risk analysis, effective time management and delivering a positive client and employee experience.
Experience
Job Title - Senior Manager
Company - CIBC
From 06/2021 To Present
Role Description
●Manage the Retail Demand Services portfolio supporting all provinces across Canada, CIBC Mellon transactional processing, Current Account Signing Authority team and Client Service & Support team.
●Overseeing a team of 100+ employees and 5 Leaders ●Manage internal relationships with Corporate Security, Internal and external Legal Counsel, Privacy Office and Anti-Money Laundering team
●Collaborate with Canada Revenue Agency, Canadian Law Enforcement, Canadian Court houses and Provincial & Federal Agencies Accountable for Financials, Privacy & Losses, Governance & Compliance, Records
●Management and Business Continuity Planning Directed strategic capacity planning and daily management of Operations through monitoring, tracking and reporting, improving operational quality and team efficiency
Job Title - Manager of Operations
Company - CIBC
From 10/2020 To 06/2021
Role Description
●Manage the Third Party Demands for Payment team of 60+ employees
●Oversee department’s Financials reporting, Privacy & Loss Escalations and Governance & Compliance
●Accountable for department’s Quality Assurance team, Front Desk and Intake team, Third Party Demands for Payments teams and the Records Services Team
●Manage Leaders to daily production results, employee coaching and development, capacity planning and management, department’s reporting and analytics, Records retrieval from third party vendor
Job Title - Senior Supervisor
Company - CIBC
From 11/2019 To 10/2020
Role Description
●Manage a team of 40+ Officers supporting Demands issued by Government Officials such as CRA, FMEP, Ministry of Finance and WSIB; ensuring SLA is achieved while ensuring they are compliant with CIBC policies and procedures
●Liaise with Operational Change Management to ensure a positive delivery and implementation
●Manage day to day operations while running daily reports and tracking and presenting volume results to Senior Management
Job Title - Senior Supervisor
Company - CIBC
From 03/2018 To 10/2019
Role Description
●Manage a team of 40+ Officers supporting Demands issued by Government Officials such as CRA, FMEP, Ministry of Finance and WSIB; ensuring SLA is achieved while ensuring they are compliant with CIBC policies and procedures
●Liaise with Operational Change Management to ensure a positive delivery and implementation
●Manage day to day operations while running daily reports and tracking and presenting volume results to Senior Management
Job Title - Mortgage Contact Centre Manager
Company - CIBC
From 03/2017 To 02/2018
Role Description
●Provide support to the Lending Servicing and Sales team of 150+ employees on processes, product launches and escalations
●Accountable for managing relationship with partners across organization to mitigate Risk, improve Client Experience and mentor Contact Centre Staff to Underwriting/Lending
●Requirements, Sales Practices and Objection Handling
●Launching new Products and Initiatives to Contact Centre staff such as: Home Power Plan Mortgages, Mortgage Disability Insurance
Job Title - Mobile Sales Force Manager
Company - CIBC
From 09/2016 To 03/2017
Role Description
●Managed a team of approximately 30 Closing Solution Specialist supporting top Mortgage Advisors across Canada ●Manage Escalations related to adjudication and pre-funfing requirements
●Coach and develop staff through monthly coaching
●Hold partner meetings with Mortgage Advisors and AVPs
●Accountable for achieving monthly sales targets
●Responsible for hiring and training of new staff
Job Title - Escalation Manager
Company - CIBC
From 07/2013 To 08/2016
Role Description
●Manage a team of 8 Customer Support Supervisors across Toronto and Montreal
●Oversee all Residential Mortgage escalations across Canada
●Provide training and roll out of new Products and procedures to Contact Centr of approximately 250 employees
●Manage relationship with Credit Risk, Product Management, Legal, Anti Money Laundering
Job Title - Team Leader
Company - CIBC
From 06/2010 To 07/2013
Role Description
●Manage a team of approximately 20 Mortgage Servicing Agents
●Deliver regular performance and sales coaching
●Conduct monthly team and partner meetings
●Hire and train new employees
Job Title - Client Support Supervisor
Company - CIBC
From 04/2009 To 06/2010
Role Description
●Managed escalations from existing and potential mortgage clients
●Provided coaching to Frontline staff on call etiquette
●Delivered training to new hires
Job Title - Mortgage Specialist /Team Leader
Company - CIBC
From 05/2006 To 03/2009
Role Description
●Manage inbound calls for existing Mortgage clients ●Refer clients for additional lending needs
●Trained new hires and delivered new Products and services to team
●Provided side by side coaching to new employees
Education
Accounting Fundamentals
Humber College
01/2008 - 10/2008
Business Management
Stratford Career Institute
10/2004 - 02/2006@
