MONETTE JOHNY LABANARD
Soufriere,02
Summary
Senior Manager at BOSL with a strong history of driving sales growth and improving customer service. Achieved 122.48% of branch sales targets through effective performance management and relationship building. Committed to team development and operational efficiency, promoting a culture of excellence and collaboration.
Overview
32
32
years of professional experience
Work History
AG Senior Manager - Retail Banking
BOSL
03.2025 - Current
- Responsible for effective management of all BOSL Retail Branches inclusive of BOSL Digital.
- Responsible for effective management of EC Global Agency
- Responsible for effective management of the CIP Unit
- Train, Coach & Guide all Direct Managers
- Ascertain that there is adequate staffing at all locations
- Promote excellent customer service delivery
- Monitor customer feedback, develop and implement action plans to address areas of concern
- Contribute to sales growth
Branch Manager
Bank of St Lucia
11.2019 - Current
- Responsible for overseeing the daily operations of the branch by managing the overall employee and customer experience, through solution development, service delivery and customer care.
- Improved team spirit and employee morale
- Improved on customer expectation and trust.
- Improvements made with processing errors, exceptions and operating inefficiencies.
- Achieved 106% of personal sales target
- Achieved 122.48% of branch sales target
- Branch recognized for major improvements in Compliance and Operational standards
- Branch recognized for timely submission of reports and managing of casual overdraft.
- Implementation of an effective cross training program
- Growing the customer service portfolio with existing or potential customer base
- Preparation of loan application
- Approval of loan applications within assigned limit
- Reviewing of loan applications for approval by senior management
- Managing a portfolio of business clients
- Daily communication with customers via email, telephone and face-to-face interaction.
- Maintaining close relationships with clients through regular contact or site visits
- Preparation and presentation of quarterly branch performance
- Preparation of performance appraisals for sales team
- Managing complex customer transactions, problems, complaints or queries
- Coach staff on company procedures, policies, expectations and initiated corrective actions
- Review and distribute sales targets to sales officers
- Reviewing of accounts for approval by the Compliance Department
- Manage internal employee relations
- Authorizing of payment processing
- Joint custodian of treasury cash
- Signing of internal and external branch correspondence
- Facilitate sales presentations
- Facilitate sales team meetings
- Facilitate branch meetings
- Assist with internal job interviews
- Performing monthly snap checks in accordance with bank policy
- Ensure branch opening and closing procedures are followed daily
Ag Branch Manager
Bank of St Lucia
10.2017 - 11.2019
- Responsible for overseeing the daily operations of the branch by managing the overall employee and customer experience, through solution development, service delivery and customer care.
- Improved team spirit and employee morale
- Improved on customer expectation and trust.
- Improvements made with processing errors, exceptions and operating inefficiencies.
- Branch recognized for major improvements in Compliance and Operational standards
- Branch recognized for timely submission of reports and managing of casual overdraft.
- Implementation of an effective cross training program
- Growing the customer service portfolio with existing or potential customer base
- Preparation of loan application
- Approval of loan applications within assigned limit
- Reviewing of loan applications for approval by senior management
- Managing a portfolio of business clients
- Daily communication with customers via email, telephone and face-to-face interaction.
- Maintaining close relationships with clients through regular contact or site visits
- Preparation and presentation of quarterly branch performance
- Preparation of performance appraisals for sales team
- Managing complex customer transactions, problems, complaints or queries
- Coach staff on company procedures, policies, expectations and initiated corrective actions
- Review and distribute sales targets to sales officers
- Reviewing of accounts for approval by the Compliance Department
- Manage internal employee relations
- Authorizing of payment processing
- Joint custodian of treasury cash
- Signing of internal and external branch correspondence
- Facilitate sales presentations
- Facilitate sales team meetings
- Facilitate branch meetings
- Assist with internal job interviews
- Performing monthly snap checks in accordance with bank policy
- Ensure branch opening and closing procedures are followed daily
Assistant Manager Customer Relations
Bank of St Lucia
01.2014 - 01.2017
- Second in command to the branch manager on the sales team, responsible for the direct supervision of the sales officers and managing a portfolio of business and high revenue customer base.
- Prepared and analyzed loan applications
- Facilitated sales meeting to review campaign leads and customer service issues
- Proactively and persuasively sold products to customers.
- Maintained close relationships with clients through regular contact or site visits.
- Interviewed customers for loans and overdraft facilities and prepared proposals.
- Reviewed accounts for approval by the Compliance Department
- Managed and assisted with customer complaints and queries
- Authorization of payment processing
- Monitored employee performance and provided one on one coaching
- Assisted with internal job interviews
Customer Relationship Executive
Bank of St Lucia
01.2013 - 01.2014
- Managed a portfolio of customers, sold the bank’s products and services while achieving and surpassing a sales target.
- Marketed and sold products and services to customers
- Interviewed customers for loans and overdraft facilities and prepared proposals
- Interfaced with customers promoting various loan campaign
- Consistently achieved sales target
- Assisting with monthly snap checks
- Provided relief provision for the Acting Assistant Manager Customer Relations
Loans Officer/ Personal Banker
National Commercial Bank
01.2001 - 01.2013
- Interviewed and prepared loan applications for consumer loans.
- Managing delinquent loan customers
- Cash vault custodian
- Assist with supervision of disbursement officer
Disbursement Officer
National Commercial Bank
01.1999 - 01.2000
- Disbursement and loading of new loans
- Filing of customer loan applications
- Assist with locking up front line tellers
Proof/Reconciliation Officer
National Commercial Bank
01.1997 - 01.1998
- Bank office reconciliation
- Processing of standing orders
- Processing of branch payments
- Processing of customer payments (Bills of Exchange)
- Posting of internal vouchers
Customer Service Assistant
National Commercial Bank
01.1995 - 01.1996
- Opening new accounts for customer
- Attending to basic customer queries
- Filing of all customer documents
- Managing incoming calls
Teller
National Commercial Bank
01.1994 - 01.1995
- Responsible for handling, processing and servicing of customers cash transactions in a prompt, efficient and accurate manner
- Cross selling bank products and services
Education
BSc - Banking and Finance
UNIVERSITY OF THE WEST INDIES, Open Campus
01.2020
Certified Credit Professional (CCP) -
THE JAMACIAN INSTITUTE OF FINANCIAL SERVICES
01.2012
Consumer Lending -
AMERICAN BANKERS ASSOCIATION
01.2001
Skills
- Performance management
- Loan processing
- Sales growth
- Customer service
- Compliance management
- Performance appraisal
- Relationship management
- Operational efficiency
- Team building
- Cross-functional collaboration
- Strategic planning
- Conflict resolution
- Budget oversight
- Work planning and prioritization
- Reliability
- Interpersonal skills
- Verbal and written communication
- Training and development
- Leadership and teamwork
- Service orientation
- Critical thinking and analysis
- Effective selling strategies
- Flexibility and adaptability
References
Available upon request
Timeline
AG Senior Manager - Retail Banking
BOSL
03.2025 - Current
Branch Manager
Bank of St Lucia
11.2019 - Current
Ag Branch Manager
Bank of St Lucia
10.2017 - 11.2019
Assistant Manager Customer Relations
Bank of St Lucia
01.2014 - 01.2017
Customer Relationship Executive
Bank of St Lucia
01.2013 - 01.2014
Loans Officer/ Personal Banker
National Commercial Bank
01.2001 - 01.2013
Disbursement Officer
National Commercial Bank
01.1999 - 01.2000
Proof/Reconciliation Officer
National Commercial Bank
01.1997 - 01.1998
Customer Service Assistant
National Commercial Bank
01.1995 - 01.1996
Teller
National Commercial Bank
01.1994 - 01.1995
BSc - Banking and Finance
UNIVERSITY OF THE WEST INDIES, Open Campus
Certified Credit Professional (CCP) -
THE JAMACIAN INSTITUTE OF FINANCIAL SERVICES
Consumer Lending -
AMERICAN BANKERS ASSOCIATION