Erwin Couao

Department Manager, Small Business - Credit Advisory Group @RBC

Montreal, QC, CA

I am leading a department within the Small Business- Credit Advisory Group. I operationalize client care strategies, provide direction on process and efficiency improvements, problem resolution and the integration/implementation of new initiatives. I ensure established service standards and department goals, while mitigating operational/credit risk and enhancing the client experience.Below is a description of my tasks:•Managing a team of credit professionals, leading efforts to address client escalations and interacting with Group Risk Management, Small Business groups, Centralized Adjudication Center•Delivering on superior client experience and the department’s performance•Leading product and process improvement initiatives to improve client experience•Providing Coaching Routines and quality feedback to employees, reinforcing the client “top of mind” focus•Engaging in business planning with the Center Manager, supporting RBC strategies and improving client and partner experience•Applying good judgment to decisions, balancing shareholder risk and client experience•Ensuring employee capability and engagement through communication of RBC vision and values and an understanding of how their activities impact the overall client experience•Be a change agent and reinforce the importance of change, while supporting employees through proactive communication, issue resolution, and effective decision-making

HEC Montréal

Master of Business Administration (MBA)

École des sciences de la gestion (ESG UQAM)

CPA, CGA training program, Accounting

École des sciences de la gestion (ESG UQAM)

Bachelor of Business Administration (B.B.A.), Accounting