1. Solution
&
Initiative
Business Opportunity:
Skills and Experience leveraged
Strategic Thought
Leadership
Relationship
Management
Analytical Skills
Sales Effectiveness
& Communication
New Account
Advisor
Shareholder Value : Shift from Value
Accounts to Premium Accounts and
standardize New Account Opening Process
• Reduce "value"
and increase
Premium
accounts share
• Omni Chanell
implementatio
n of NAA into
PC, Branch
and Web
• Weekly
reporting with
insights to
leadership
• Employee job aid
• Creation of B-web
Landing Page
Save A Close
(Reactive
Retention)
Increase Income : Reduce Attrition of
chequing accounts
Employee Experience :Reward and
Recognize successful retention
Customer Experience: Improve Closure
Process
• Centralize
account
retention
strategy in PC
• introduced R&R
Program
• Key
partnership
with PC and
RSCE
• Monthly
employee
level reporting
• Creation of pilot
• circulars and job
aids
Phone Channel
$10 Web Bill
Pay Offer
Shareholder Value: Reduce Attrition through
increase in hook penetration
Shareholder Value : Shift Full Serve Bill Pay
transactions to Self Serve (Cost Reduction)
• Increase Triple
Crown
penetration (On-
Line Bill Pay)
• Key
partnerships
with PC, EDB
analytics and
RSCE
• Weekly TL
and
leadership
reporting
• Weekly insights
into retention
rates during pilot
Branch Pilot
$10 Web Bill
Pay Offer
Shareholder Value: Reduce Attrition through
increase in hook penetration
Shareholder Value : Shift Full Serve Bill Pay
transactions to Self Serve (Cost Reduction)
• Increase Triple
Crown
penetration (On-
Line Bill Pay)
Key partnerships
with PC, EDB
analytics and
RSCE
• Weekly pilot
branch
leadership
reporting
• Weekly tips and
tactics
• BM
communication
Cross Channel
Referral
Reporting
Increase Income : Increase number of in
branch appoints/referrals
Customer Experience: Enhance Omni
Channel capabilities
• Increase sales
opportunities
• Provide omni
channel
capabilities
• Key
partnership
with RSCE,
Web, PC and
EDB
• Weekly
reporting and
insights to
channel
leadership
Not Applicable
Anthony Abbatangelo :
Summary of solutions and accomplishments to help deal with “business pain”