Annette Lestrade
Goodwill,Dominica
Summary
I am a seasoned banker with extensive experience in senior roles within the banking industry. Since August 2021, I have served as the Managing Director of the National Bank of Dominica, the largest commercial bank in the country, with an asset base of EC$1.7 billion. I possess qualifications in retail and commercial banking, anti-money laundering, financial crime, and marketing. My MBA in Marketing included a dissertation on the Efficacy of Relationship Banking in Two Small Island States in the Eastern Caribbean. My professional background includes strategic planning, regulatory compliance, and the implementation of key performance indicators to drive optimal results. My management approach centres on coaching, change management, and delivering measurable outcomes. As a proactive leader, I excel in empowering teams, enhancing sales and service disciplines, and effectively addressing compliance-related challenges.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Founder-Principal
767Compliance and Business Services
01.2019 - 01.2021
- As Founder-Principal of 767Compliance and Business Services, I provided training in Leadership, Coaching, Customer Service, and Anti-Money Laundering and Counter-Terrorism Financing to various businesses, credit unions and other non-bank financial institutions
- I did this for two years, (2019- 2021), before accepting the position of MD NBD.
Manager
Scotiabank
Basseterre
01.2012 - 01.2018
- I served as Manager of Basseterre Branch, Scotiabank, St Kitts and Nevis, from 2012 to 2018
- Among my achievements in that position were the following:
- Got good results from Customer Service Surveys and effective management of Customer Complaint Resolution process;
- Successfully led the Bank's Small Business Unit-attained 172 percent of Scotiabank's sales target, making St Kitts and Nevis the top performer in the English-speaking Caribbean in 2015;
- Over the period, won several top-performer contests for credit card sales;
- Had good cross-sell ratio record
- Basseterre Branch met its Sales and Service goals in three of my four years at the Branch;
- I managed Sales of bank's Retail and Small Business Products, Operations, Customer Service & Teller Activities in adherence to regulatory complaince and internal policies and procedures;
- I created and executed marketing initiatives to ensure that areas of opportunity for sales were maximized
- In four of the five years, my Branch surpassed its retail sales and small business goals
- I managed and coached a sales team of retail banking and small buisness staff members to ensure that our Branch goals were exceeded, while ensuring that internal controls and operational policies were followed, and the customer expereince was exceptional
Senior Manager, Sales and Service Support
Scotiabank Eastern Caribbean
01.2006 - 01.2012
- As Senior Manager, Sales and Service Support, Scotiabank Eastern Caribbean, (2006 to 2012), 1 served the OECS countries (Anguilla, Antigua and Barbuda, Dominica, Grenada, St Kitts and Nevis, St Maarten, St Lucia and St Vincent and the Grenadines), and St
- Martin
- As the first person appointed to this (then) new position, I was responsible for operationalising the role
- I left a successful record of accomplishments in sales and service management, training, and coaching, through engagement with Country Heads
- Among my roles in this capacity was preparing the bank Branches for periodic executive, regulatory and Branch audits
- Among my achievements in this position were:
- Led the sustainment of the Sales and Service culture within the Retail Branches in the Eastern Caribbean countries
- Supported Branch Management to improve volumes and maximize profitability
- Led the implementation, adoption, integration and sustaining of various initiatives such as enhancements to the sales and service culture, change management, product upgrades or changes and operational system upgrades
- Provided direction and support as required in the areas of Marketing, Retail Collections, Anti- Money Laundering, and other ancillary services
- Proactively supported compliance with regulatory and internal bank guidelines
- Created sales campaigns to support growth targets
- Managed local and external marketing iniatitives, for example, trade shows, product fairs and sponsorships which support corporate social responsibility
- Trained Small Business Officers across the Eastern Caribbean and St Maarten in behavioral skills for improving and enhancing the quality of their interactions and customer experience
- Increased the awareness and results of Sales Referrals across Barbados and the Eastern Caribbean from 6.25% activity in 2008 to 75% activity in 2011
- Took initiatives to improve non-interest revenue after the US recession of 2008/09, which resulted in approximately 372 million dollars in income
- Supported operations management teams with measures to support prudent expense management; and produced net growth in
- The EC region of about 656 million dollars in assets and 738 million dollars in liabilities during the period October 2007-August 2011
Personal Banking Manager
Scotiabank Dominica
01.2002 - 01.2006
- In my capacity as Personal Banking Manager, Scotiabank Dominica, (2002 to 2006), I was in charge of retail banking
- In fact, I was responsible for personal banking at Scotiabank Dominica from the Bank's inception, and I am largely responsible for the Bank's success in Dominica
- Supervised the credit granting experience of the Personal Banking Department
- More specifically, I:
- Ensured that the sales teams met assigned financial targets for lending, investment, and standard banking services
- Coordinated sales campaigns
- Managed the advertising budget for the Branch
- Prepared and implemented the Branch plan for growth
- Facilitated sales meetings, and various project-related meetings
- Trained, coached, and developed staff
- Established a sales and service environment and provided ongoing support, coaching and development
- Created and implemented a successful lending campaign in consolidation called "Good-bye Mr
- Bills" which achieved growth of 4 million dollars
- Coordinated the launch of the Scotiabank Kiddie's Cricket Programme with the Ministry of Sports on the island of Dominica in all 65 Primary Schools
- One of my proud achievements was taking the initiative to launch a campaign to facilitate customers
- During Dominica's national fiscal austerity programme of 2002-2004
- This campaign actually generated additional sales of about EC$ 4 million
- I initiated a successful campaign to increase the Bank's low-cost deposits, by being pro-active and capitalising on the removal of the 4% Government levy on our customers' gross incomes by channelling these "savings" into deposit accounts
Managing Director (MD)
National Commercial Bank of Dominica, (NBD)
08.2021
- I have been Managing Director (MD) of the National Commercial Bank of Dominica, (NBD), since August 2021
- This position came after 35 years' experience in commercial banking, 30 of these with Scotiabank in progressively more senior positions
- My tenure as MD of the NBD has been transformational, both operationally and strategically
- Some of my achievement highlights have been:
- Organisational restructuring;
- Business process reengineering;
- Compliance restructuring and remediation;
- Successful and strategic acquisition of FCIB loan portfolio;
- Effective integration of Royal Bank staff and assets into NBD's institutional ecosystem;
- Upgrading of debit card technology;
- Re-fleeting of ATM and replacement of point of sale machines;
- Effective reconfiguration of the Bank's physical facilities;
- Modernising of the Bank's human resource management and information systems, including introduction of new software, institutionalised training, etc.;
- Introduction of customer relationship management software;
- Introduction of ESG programme into the Bank's operations;
- Introduced a Small Business Unit:
- Introduced a customer experience framework to support a relationship banking model;
- Achieved Increased business through loan syndication, and deepening and widening of commercial relationships;
- The above, in addition to enhanced management of the Bank's external portfolio, facilitated achievement of profitability from my second year
Education
Associate in Science - Business Administration
Duchess Community College
NYBBA - Marketing
Columbus University
New YorkMBA - Marketing
University of Liverpool
Convent High School
DominicaSkills
- Strategic Hiring Approaches
- Coaching and Guidance
- Revenue Optimization Strategy
- Strategic Sales Direction
- Quality Management
- Comprehensive Business Strategy Development
- Effective Negotiation
- Operational Leadership Experience
- Cross-Functional Collaboration
- Budget Development
- Client Engagement
- Strategic Innovation Coordination
- Strategic Policy Development
- Strategic Partnership Building
Certification
- Associate of the Institute of Canadian Bankers (AICB);
- Commercial Banker Development Programme;
- Certified Financial Crime Specialist (ACFCS);
- Certified Anti Money-Laundering Specialist (ACAMS);
- Chartered Director (C.Dir);
- COSO Enterprise Risk Management Certificate;
- Certificate in Financial Management (eCornell);
- Leading a Culture in Service Excellence (eCornell);
- Certified Balance Scorecard Professional;
- Financial Governance Certification;
- Strategic Oversight Certification;
- Human Resources and Compensation Oversight Certification;
- Chartered Director:
- Chairman's Certification.
Awards
No.1 in Small Business Borrowing Sales in the English-speaking Caribbean Region for 2015;, Scotiabank Branch of the Year 2015, (Basseterre Branch);, Won all (five) ECCB Bank of the Year Awards in 2022;, Won ECCB Customer Service Award in 2023;, Won award for Customer Service CEO from Dominica Institute of Customer Service, 2023 and;, Receipient of International Women's Day Award in St. Kitts and Nevis, 2018, and Dominica, 2023.
Affiliations
Independent Regulatory Commission, Dominica, 2018 ΤΟ 2024.
Training
- Small Business Banking;
- Fundamentals of Coaching Excellence;
- Operational Risk and Control;
- Customer Management Systems;
- Sales Management and Relationship-Focused Selling;
- Service Management and Relationship-focused Service;
- Relationship Builder;
- Staff Recruitment, Interviewing, and Selection.
Timeline
Managing Director (MD)
National Commercial Bank of Dominica, (NBD)
08.2021
Founder-Principal
767Compliance and Business Services
01.2019 - 01.2021
Manager
Scotiabank
01.2012 - 01.2018
Senior Manager, Sales and Service Support
Scotiabank Eastern Caribbean
01.2006 - 01.2012
Personal Banking Manager
Scotiabank Dominica
01.2002 - 01.2006
Associate in Science - Business Administration
Duchess Community College
BBA - Marketing
Columbus University
MBA - Marketing
University of Liverpool
Convent High School
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