Steven Jaems Uren
Douglas
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Forward-thinking Leader with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
8
8
years of professional experience
Work History
IRCB EDR Manager for Personal and Non-Personal
Royal Bank of Scotland International
Douglas
09.2022 - Current
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Established processes to ensure efficient workflow throughout the organization.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Assigned work and monitored performance of project personnel.
- Analyzed business performance data and forecasted business results for upper management.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance service.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Enforced customer service standards and resolved customer problems to uphold quality service.
Client Engagement Manager
Royal Bank of Scotland International
Douglas
01.2019 - 09.2022
- Conducted regular meetings with clients to discuss their engagement objectives and progress.
- Supported sales team members to drive growth and development.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Collaborated closely with internal teams to identify opportunities for improvement in the client engagement process.
- Maintained accurate records of all customer interactions and communications during an engagement period.
- Provided ongoing support to clients throughout the duration of their engagement, responding promptly to inquiries and requests.
- Focused on achieving highest level of expectations to meet client and company satisfaction.
- Analyzed data from past engagements to inform future strategies and processes.
- Ensured compliance with all relevant regulations when engaging with customers.
- Resolved customer complaints regarding sales and service.
- Reviewed existing processes regularly in order to identify areas where improvements could be made.
- Provided training and guidance to team members involved in customer engagements.
- Identified areas of risk or concern within client engagements, developing solutions as needed.
- Built strong relationships with key stakeholders across various departments in order to facilitate successful engagements.
- Drafted proposals for potential new business opportunities based on insights gained from current engagements.
Senior Relationship Manager
Lloyds Bank International
Douglas
12.2015 - 01.2019
- Drove client satisfaction and kept lines of communication open to further business objectives through strong customer relationships.
- Negotiated terms of service contracts with customers while ensuring maximum profitability for the bank.
- Resolved customer inquiries or complaints promptly and efficiently in accordance with established guidelines.
- Monitored customer feedback to assess satisfaction levels and develop improvement plans accordingly.
- Collaborated with various departments to improve communication and deliver individualized customer solutions.
- Developed or analyzed information to assess current or future financial status of firms.
- Participated in cross-functional teams dedicated to developing innovative solutions for customers' unique needs.
- Maintained an up-to-date understanding of industry trends and best practices in order to remain competitive in the marketplace.
- Prepared detailed reports on customer activities for management review.
- Identified new business opportunities through market research and analysis.
Education
UKFR - Financial Regulations
London Institute of Banking And Finance
Online11.2021
Skills
- Workforce Management
- Operations Management
- Performance Management
- Policy Implementation
- Staff Development
- Business Development
- Performance Evaluations
- Complex Problem-Solving
- Verbal and Written Communication
- Cross-Functional Team Management
- Customer Relationship Management (CRM)
- Time Management
- Business Planning
- Project Management
- Team Leadership
Timeline
IRCB EDR Manager for Personal and Non-Personal
Royal Bank of Scotland International
09.2022 - Current
Client Engagement Manager
Royal Bank of Scotland International
01.2019 - 09.2022
Senior Relationship Manager
Lloyds Bank International
12.2015 - 01.2019
UKFR - Financial Regulations
London Institute of Banking And Finance
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