RBC - Celebrating 100 Years 1911 - 2011

MAY 29, 2011 24-PAGE SPECIAL

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ROYAL BANK OF CANADA opened its first branch in Bridgetown in 1911. One hundred years later, RBC Royal Bank (Barbados) Limited operates seven retail banking units, a domestic private banking centre, an offshore banking unit, an offshore investment management company which also serves as a global private banking unit, and a captive insurance company.

RBC’s retail and commercial branch network caters to domestic and international clients with products and services similar to its Canadian branches. In addition to the day-to-day transactions, clients can also get assistance with individually tailored financial packages for services such as personal loans and mortgages to help them fulfil their dreams.

Client satisfaction is the bank’s first priority and its product development plan has been designed with the client in mind. RBC Royal Bank (Barbados) Limited boasts of a reliable electronic self service network with automated banking machines strategically and conveniently situated throughout the country.

In today’s fast paced environment, time is always an important factor and RBC’s Royal Online Internet Banking product offers clients a convenient, secure and easy way to bank – transfer funds between accounts, pay bills, check balances and much more.

RBC Royal Bank (Barbados) Limited is cognisant of its corporate responsibility to the communities in which it serves and endeavours to fulfil this role through its contribution to education, the sponsorship of a number of activities, charitable organisations and worthwhile causes.

The bank’s highly trained and efficient staff has contributed greatly to RBC’s development, successfully propelling the bank upward in the industry. They were the inspiration for RBC Royal Bank (Barbados) Limited’s corporate vision of “Always earning the right to be our clients’ first choice” and with this commitment the bank stands prepared to go forward and meet new challenges.

RBC’s services in Barbados also include RBC Insurance, RBC Wealth Management and Royal Fidelity.

THE FIRST Royal Bank branch on Broad Street circa 1914. (FP) THE NATION Publishing Co. Limited congratulates the management and staff of RBC Royal Bank (Barbados) Limited on reaching their 100th anniversary.

This 24-page commemorative feature was produced by: Cheryl Harewood, Senior Writer – Editorial Lyle Jones, Deputy Business Manager – Design and layout Julia Haynes and Tamara Stuart, Sub-Editors – Design and layout Rawle Culbard — Photography Cover photo: Brooks LaTouche Photography Ltd.

RBC ROYAL BANK (Barbados) and RBTT seniot management team.

(GP)

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Message from Suresh Sookoo, Chief Executive Officer, Caribbean Banking, RBC on RBC’s 100th anniversary in Barbados.

products, solutions and services in the future.

In this, our centennial year, it is with deep appreciation that I thank the Government and people of Barbados for supporting us over a century of THIS YEAR RBC Royal Bank marks successful operations. We are proud to 100 years of operations in Barbados. partner with you in the long-term From modest beginnings on No. 9 Broad development of Barbados.

Street in 1911, RBC Royal Bank In celebrating this milestone, it is blossomed into a valued and respected fitting that I pay tribute to all our financial leader, drawing on its global employees, present and past, who are not strength and local expertise to deliver only the heart and soul of our bank, but competitive products and services to an the architects of our every success. I expanding Barbadian client base. applaud their commitment and dedication Following the acquisition of RBTT to excellence. They continue to give Financial Group by RBC in 2008, we meaning to our core values – service, have been focused on integrating the teamwork, responsibility, diversity and operations of RBC and RBTT to integrity – going the distance every day create one RBC in the Caribbean, to make RBC a rewarding place to work underpinned by our combined strengths. and do business.

The combination of our operations in In keeping with the RBC way of Barbados will create one of the country’s doing things, we will continue to operate largest banks and provide a whole new responsibly where ever we are located, world of banking opportunities. supporting a wide range of community Today, RBC’s Caribbean Banking initiatives through donations, operations span 19 countries across the sponsorships and employee volunteer region, with 125 branches and close to activities.

7 000 employees serving more than We are leveraging RBC and RBTT’s 1.6 million clients. Through our expansive more than 100-year heritage in the network, we will be able to offer you region to give you the best of two access to an even greater range of companies as we put our strength to

SURESH SOOKOO work for you: best-in-class global banking practices and resources, with in-depth local knowledge of the region.

In the not too distant future, we will begin operating our combined Barbados operations under an updated RBC brand expression. This rebranding signals our confidence in the future and demonstrates the strength and heritage of RBC to all our key stakeholders in the region.

RBC takes pride in its achievement in Barbados over the past century. I would also like to thank all of our clients for their trust and confidence over the years as we look forward to many more years of serving them.

Message from Horace Cobham, President/Country Head, RBC Royal Bank (Barbados) Limited on RBC’s 100th Anniversary in Barbados.

IT IS with a deep sense of gratitude and humility that we commemorate 100 years of unbroken service in Barbados.

Not many businesses in Barbados can boast of such longevity, and as we observe this milestone, it is worthwhile to reflect briefly on the journey that has brought us to this point.

HORACE COBHAM (GP) In 1911, the Royal Bank of Canada (RBC) entered Barbados, operating out of a small office on No 9 Broad Street with a total staff count of just four employees.

RBC underwent rapid expansion, first outside of Bridgetown and then across the island, becoming a strong, market leading brand, which is now deeply entrenched in the financial services landscape of Barbados.

Being a part of the Royal Bank of Canada, means being a part of one of the biggest and best banks in the world, which allows us to bring to Barbados unparalleled financial expertise and service by leveraging the vast international resources at our disposal.

As part of a global bank, we are acutely aware that success in each country is very much a function of how you are received by the people who live there, and whether the reception you get is short lived or enduring. That’s why today, we express our gratitude to the Government and people of Barbados who have embraced us so warmly; our valued clients in Barbados who continue to place their confidence in us; and our committed and hard-working employees who are our most ardent flag-bearers.

RBC is deeply appreciative of the support we have received and remains more committed than ever to the people of Barbados. We have stood by you as Barbadians underwent numerous challenges in the 100 years past, and we will

continue to stand by you for many more years to come.

Our commitment to Barbados is also reflected in our shared responsibility in contributing to the island’s development. Besides being a premier provider of financial services, a taxpayer and purchaser of local goods and services, our mandate requires that we demonstrate good corporate citizenship, which means being actively involved in the support of our communities. Over the years, we have sponsored many initiatives in support of Education, Art and Culture, the Environment, Sports, Social Services and Health.

In addition, our employees give tirelessly of their time, skill and energy to various non-profit initiatives aimed at improving this nation.

Whatever we have contributed to Barbados, directly or indirectly, we recognise that it is given back to us several times over, in the loyalty that our customers have shown to us. In the 2010 independent survey of various sectors of our economy conducted by NISE (the National Initiative for Service Excellence), RBC was rated No. 1 for customer satisfaction of all banks and we are immensely grateful for this vote of confidence by our customers.

On behalf of everyone at RBC Royal Bank (Barbados), I thank the people of Barbados for their unwavering support through the years and for helping us to become the bank that we are today. With all of you on our side, we stand ready to launch into the next 100 years of continued service to all Barbadians.

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AT THE AGE OF 17 a young girl with great ambitions to succeed in the world of banking, joined the Royal Bank family in Canada as a teller.

That British-born teenager has grown to become Country Operations Officer of RBC Royal Bank and RBTT banks here in Barbados.

Vivien Croy can be described as an exceptional banker – one who followed her heart’s desire, and worked her way to the top.

She has held various posts in banking over the years – central teller, loans clerk, loans officer and branch manager – to name a few.

“From a teenager I wanted to enter the field of banking,” admits Croy, who also taught financial planning at a Canadian university.

Croy moved to Barbados in September 2005 as manager, Personal Financial Services. Her primary role then was to oversee RBC’s retail branch network. She became involved with RBC’s acquisition of RBTT, and was appointed Country Structure Integration Manager, with responsibility for the reorganisation of RBC and RBTT branch structures – specifically for the personal and business banking organisational designs.

Croy was also responsible for reviewing the various types of roles within both banks; determining the job requirements and structure of the various departments, and implementing new

processes to complement the new technology. Part of her role was to implement a single management structure for RBC and RBTT in Barbados.

In August last year, she was officially appointed to the post of Country Operations Officer.

In this relatively new role, she supports the President and Country Head, Horace Cobham, with achieving the banks’ strategic objectives and acts in his capacity during his absence.

Croy also liaises with the heads of each department, including Technology, Operations, Real Estate and Human Resources, to ensure the smooth operation of the bank.

Since joining RBC in Barbados, Croy has overseen technology upgrades and other changes.

She has also doubled the number of sales staff. The training and development of staff to enable them to perform different banking roles, was also her responsibility.

Croy plays a crucial role in every aspect of banking coordinating audits, business plans, public relations, marketing and sales.

According to Croy: “My objective is to make it easier for individuals to do banking with us.”

A qualified banking compliance manager, she is an Associate and Fellow of

the Institute of Canadian Bankers; a Chartered Financial Planner; Personal Financial Planner, and holds an MBA in Financial Services from Dalhousie University in Canada.

VIVIEN CROY: AND RBTT. (RC)

COUNTRY OPERATIONS OFFICER, RBC ROYAL BANK

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MANAGER, HUMAN RESOURCES, RBC Royal Bank (Barbados) Limited and RBTT, Donna Stoute (seated right) with some of the members of her HR team.

Seated left is Assistant Manager Human Resources Donna Weir, while standing, (from left) are Shernell Williams, Shirley Jones, and Wendy King. (RC)

FORMER QUEEN’S COLLEGE student Donna Stoute, is manager, Human Resources, for RBC Royal Bank (Barbados) Limited and RBTT Bank Barbados Limited.

Stoute has spent her entire career in banking, having joined RBC in 1974 as a teller.

She has held various posts in branch roles where she developed her penchant for excellent customer service. This led to her being appointed as a training officer, and therein started her journey and embracing of human resources as a career choice.

In 1992, she was appointed human resources manager for RBC’s branches in Barbados and the Eastern Caribbean, wih responsibility for managing areas such a compensation, benefits, recruitment and employee training and development. Stoute has also held responsibility for driving the annual compensations and benefits review process for the RBC Caribbean network and formulating recommendations for senior management.

Following the acquisition of RBTT by RBC Royal Bank in 2008, she assumed responsibility for the human resources functions for both RBC and RBTT in Barbados.

Stoute said the role in human resources has evolved over the years. She sees herself as a strategic partner helping the bank to achieve its business objectives through quality trained human resources who are highly engaged and aligned to the bank’s vision and values. In addition to providing services for the retail

banking sector, she also provides consultancy service to RBC’s subsidiaries in Barbados.

These include RBC Insurance, RBC Wealth Management and RBC Trading Corporation, Barbados as well as Royal Fidelity Merchant Bank — a joint venture between RBC and Fidelity Merchant Bank of the Bahamas.

Within RBC, Stoute works closely with four support staff. They are training officer, Shernel Williams; assistant manager human resources, Donna Weir; human resources administrative officer, Shirley Jones; and benefits assistant, Wendy King. At RBTT, they are assistant manager human resources, Maureen Harris, a payroll clerk; an employee relations manager and human resources clerk.

A former council member of the Barbados Employers’ Confederation (BEC), Stoute admits that banking now offers a varied scope for rewarding careers.

“What I have also seen evolve is a change from directive training to that of employees taking more responsibility for their career paths and growth.

“At RBC, we support ongoing personal and professional development by providing employees with tools and access to varied training options. Our human resources are our greatest asset and we place great focus on helping them to achieve. Employee engagement in matters that affect them is therefore a high priority and is achieved through a number of human resources initiatives,” she said.

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MARGARET PHILLIPS, a realisation officer, in the Risk Management Department at RBC Royal Bank, holds the distinction of being one of the bank’s longest serving employees.

Phillips was a teenager back in the 1960s when she was given the opportunity to work at Barclays Bank, PLC; Scotia Bank or RBC Royal Bank.

At that time she was a student at the now defunct St. Anthony’s School. Personnel representing these three banks were brought into the school to speak to students about banking. Phillips was one of those students who were singled out by three of the personnel officers for a job at their respective banks. She chose “Royal Bank” because the pay was much better.

“I chose the Royal Bank because they were paying $174 bi-weekly at the time,” she said.

Phillips joined the Broad Street branch as a teller in 1968, at the age of 19. Within seven years, she was promoted to the post of senior teller. She also worked as a relief teller at all the branches.

sent to a shooting range to learn how to use them. Back then I was the only teller at the Black Rock branch. Most of the managers were expatriates, and they were white. In fact, when I first came into banking, the crack was widening for people of colour to enter this field,” added Phillips, who has held various roles and has worked in all the departments of the bank.

She said during her stint as a data processing officer, the staff worked between 10 to 14 hours daily, and if problems arose in the Data Processing Department, calls were made to Canada to the person who was on 24 hour call, to fix the REALISATION OFFICER, Risk problem.

Management, Margaret Phillips, She also said top management joined RBC Royal Bank in 1968 was mainly men, as it was thought and has witnessed many positive that females were better suited for changes over the years. (RC) routine jobs. Most of the men in top “Tellers back then had to walk positions came from Canada or with their cash in a canister, and with Trinidad. a gun,” she said with a smile.

“Men joined the bank as “The gun was exposed for all to management trainees and spent six see. I was really happy when a months as trainees before they decision was taken to have the settled into permanent positions.” managers carry the guns. They were “It was only in the late 1970s that

ROYAL BANK’s Broad Street branch circa 1986. women started to educate themselves seriously, utilising the distance learning programmes offered by the bank or through other avenues which the bank would pay for if relevant to their jobs. Today, most departments are headed by women,” Phillips explained.

She credits Arlene Millar for using her knowledge and skills to become RBC’s first female bank manager – in Barbados.

She also recalls how difficult it was for female employees who became pregnant.

“They had to resign, and reapply for the job at a later date,” said Phillips.

While she remembers how difficult it was for persons to study and work in the bank at the same time, Phillips is pleased that the bank now makes provision for employees to do both without having to give up

(FP)

their jobs.

“Years ago it was difficult to study and work in the bank at the same time. A lot of people did not go to university; but this has changed,” Phillips pointed out.

In addition to the usual banking duties, Phillips has also worked with the Royal Bank Trust Company, now Royal Fidelity (an entity of Royal Bank), as an investment officer seeing after mutual funds; and as a trust officer.

She took up her current post in 2004.

This employee, who believes that RBC Royal Bank is ahead of its competition when it comes to customer service, enjoys working with people. She believes that many of the bank’s clients have remained with RBC over the years because of the sterling service they have received from staff.

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ROYAL FIDELITY, a joint venture of Fidelity Bank & Trust International Limited (Fidelity) and Royal Bank of Canada (RBC) (RY on TSE and NYSE) provides a wide range of investment banking and other financial services to RBC clients and the population at large in Barbados and The Bahamas.

Charles Chambers, managing director of Royal Fidelity Barbados spoke on the advances made in the three years since the joint venture was incorporated.

“We have already made significant progress in building strong client relationships and helping new and established investors create and manage wealth. We have some of the best performing Mutual Funds

and one of the most innovative and proactive stock brokerage houses in the market; we are fast becoming a leading pension fund provider and Royal Fidelity is a leading trust company in Barbados backed by the local and global strength of RBC,” said the managing director.

As it celebrates its Centennial, many RBC clients benefit from the additional financial products and services now available to them through its partnership with Royal Fidelity including asset management and

investment advice for all stages of life using Royal Fidelity’s expertise and wealth management tools such as mutual funds, trust services, corporate finance, pensions, private banking and trading/brokerage services and products. Royal Fidelity’s clients also benefit from the wide range of retail banking products offered by RBC that help toward maximising their clients’ returns.

Royal Fidelity proudly and warmly congratulates RBC on its century in

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Barbados. Charles Chambers said: “RBC stands like a giant … not just in Barbados or the wider Caribbean, but across the globe.

During the last recession RBC moved up from being the 55th largest financial institution in the world to the fifth largest.

Today, the profit of RBC is nearly twice the GDP of Barbados; that should say to people that our partner which has been in Barbados for 100 years is incredibly strong and is an institution on which you and Royal Fidelity can rely and depend.”

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MICHELLE WATSON, Manager, Service Centre, RBC Royal Bank (Barbados) Limited and RBTT Bank. (RC)

WITH MORE THAN 25 years experience in the banking industry, Keith Balcon has spent the majority of his career with RBC Royal Bank in Canada, holding increasingly senior positions in retail sales and branch management. Prior to relocating to Barbados in 2008, he held the position of Manager, Policy and Regulatory Initiatives, Personal Lending, in RBC’s head office

THE SERVICE Centre plays a key role in the day to day overall operations of RBC Royal Bank (Barbados) Limited and RBTT Bank, and can be referred to as the nerve centre.

Headed by manager, Michelle Watson, this department supports all the banks’ activities, including the processing of loans; salaries for the banks’ clients; term deposits, proof processing and is responsible for balancing and monitoring the bank’s internal accounts.

It also sees after non-negotiable and negotiable security; the inter-bank clearance of cheques, filing of cheques and all client

in Toronto.

He assumed his current role of VicePresident, Personal Banking, in November 2009, and is responsible for the retail operations of nine branches.

As the leader of a committed team of branch managers, Balcon knows the importance of building strong and enduring relationships with

statements; handles the return of all foreign and local cheques; processes bank drafts; purchases and distributes all stationery for the various branches; oversees all outgoing and incoming mail; procures various types of operational equipment; and manages the central archives of both banks.

Watson and her team of over 100 also work behind the scenes to provide support to the Treasury management and sales and trading teams. She uses her 30 years in banking to provide high, quality service to the industry.

Watson joined RBC Royal Bank as a teller attached to the Oistins branch. She

KEITH BALCON, Vice-President, Personal Banking, RBC Royal Bank (Barbados) Limited and RBTT. (RC)

clients. He explains: “We have a real desire to assist Barbadians in achieving their financial goals.

We recognise that our role is to not only create value for them through the products and services we offer, but to build lasting relationships. This enables us to truly understand what is important became head of the RBC Service Centre to them and how we can help them succeed.

Their personal concerns certainly impact their in 2007 and assumed leadership of the decisions and we strive to take the time to RBTT Centre in early 2010. understand their priorities and expectations. " Educated at The St Michael’s School and “In order to provide excellent financial advice, the Barbados Community College, Watson we seek to know as much as possible about our confesses that she has enjoyed her time clients’ personal circumstances, needs and goals. with RBC. According to her, “I’ve enjoyed all my years Only then do we earn the right to talk with them with RBC – an organisation, which I admire. about their finances. It’s all about building relationships and we have to earn this right.

The tools and information we have at our Satisfied clients refer others to our brand.” disposal within the network are second to Balcon has a Masters degree in Business none, and we are part of a global organisation, which recognises that employee Administration from the University of Quebec and is a Fellow of the Institute of development, commitment and engagement Canadian Bankers. are important.”

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KAREN WHARTON, Regional Manager, Caribbean Card Services. (RC)

IN TODAY’S modern day of banking, Card Centres play a key role in the operations of any bank.

That’s one reason why Karen Wharton’s role as Regional Manager, Caribbean Card Services, is crucial to the services provided

by RBC Royal Bank (Barbados) Limited and RBTT Bank.

She is responsible for all credit and debit card operations in the region – which comprises Barbados, The Bahamas, Cayman Islands, and six other countries.

Wharton also oversees the strategic placing of credit and debit card machines at businesses across the island, and their distribution through the Card Centres; one of which is located in Barbados, and the other in The Bahamas. She also decides on where the Automated Teller Machines (ATM’s) are placed.

Her team of 17 at RBC Royal Bank (Barbados) Limited also answers all queries and concerns relating to credit and debit cards and sees after the actual production of these cards. They also issues VISA Card here in Barbados, and MasterCard in the Eastern Caribbean.

She recognises the importance of providing excellent service to each client, as one of the bank’s key goals.

“RBC is focussed on service and making both the internal and external customer happy. Added to this is meeting the financial needs of both customers,” explains Wharton, who entered the banking arena in 1999 as a management trainee for Barclays Bank PLC. A graduate of Harrison College, and Lebanon Valley College in the United States, where she studied International Business, Spanish and French, Wharton, who is an Associate Member of the Chartered Institute of Marketing, is currently completing studies for her MBA with the University of Wales.

ONE OF THE key changes within the banking environment over the years, has been the creation of excellent customer service.

That’s the view of vice-president Sales and Service support, and RBC Royal Bank and RBTT, Glenda Davis-Holder According to her, “There was a time when banks were seen as places to exchange, deposit and withdraw money.

In today’s banking world, we are selling services and products. This calls for understanding our clients and their needs, and meeting those needs. It also calls for creating excellent service.”

A graduate of St Leonard’s Girl’s School, Davis-Holder supports, advises and coaches RBC Royal Bank’s and RBTT’s 13 sales managers; with a focus on increasing their skills and knowledge as sales leaders. She also places great emphasis on sharing sales programmes, which position the banks to deliver a unique client experience to customers.

This involves her sharing different sales

tools to enhance their interaction with customers.

Davis-Holder, who holds a Degree in Human Resource Management from the University of the West Indies, Cave Hill Campus, has spent 31 years in banking.

She first worked as a customer service representative with Barclays Bank PLC, and later in such capacities as a teller, supervisor, customer service, and bank manager.

She has also performed sales management functions, and has implemented sales programmes across the Barclays Bank group. After 24 years with Barclays Bank, she joined First Caribbean Bank – following the merger of the Canadian Imperial Bank of Commerce (CIBC) and Barclays Bank PLC. She worked as project manager, Training, and was responsible for the First Caribbean Bank’s mentorship and sales effectiveness programme.

Davids-Holder joined RBTT in May 2009.

OPERATIONS RISK ADVISOR, Veronica Eversley, is part of a team of four operations risk advisors within the RBC Royal Bank group in the Caribbean. She is the only one located in Barbados.

She provides advice and coaching to employees at RBC branches in Barbados, St Lucia, Antigua, St Kitts, Dominica, The Bahamas and Montserrat, as they relate to the bank’s established operational policies.

While her office is located at RBC Royal Bank’s main office in Bridgetown, Eversley reports directly to her manager, who is based in Nassau, Bahamas.

She received her secondary education at The St Michael School, and

holds a Diploma in Management from Cave Hill School of Business and a Degree in Literatures in English (Special) – Upper Second Class Honours, from the University of the West Indies, Cave Hill Campus Her many years’ experience in banking at RBC, where she started as a proof machine operator, has seen her fulfilling such roles as foreign exchange trader, customer service officer; supervisor central checking; senior audit clerk, and collection realisation officer, among others.

According to her, she is impressed with the changes over the years from manual to automated processing

GLENDA DAVIS-HOLDER, Vice President, Sales and Service Support.

(RC)

VERONICA EVERSLEY, Operations Risk Advisor, RBC Royal Bank, (Barbados Limited) and the Eastern Caribbean. (RC) particularly as they relate to the clearing systems for cheques.

The “real time” processing of cheques has evolved, and we can provide faster service to our clients,” she says.

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COLLEEN CYRUS, Head of Finance, RBC Royal Bank (Barbados) Limited and RBTT. (RC)

IN HER ROLE as Head of Finance, RBC Royal Bank (Barbados) Limited and RBTT, Colleen Cyrus is responsible for the statutory financial reporting, regulatory reporting and regulatory compliance of both banks.

This means that she is required to comply with the reporting requirements of Central Bank of Barbados and other regulatory bodies.

Cyrus must ensure the bank’s proper financial reputation is maintained as required under the Company’s Act; oversee the banks’ audits by external auditors; make certain that the banks’ financial records are up to date, and that the bank complies with all regulatory requirements.

She works with a team of six at RBC, and four at RBTT, who see after the banks’ financial and regulatory reporting and filings.

Educated at Queen’s

College, Cyrus entered banking in 1999 as manager, finance and treasury with the Caribbean Commercial Bank (CCB).

From the commencement of her banking career she assumed responsibility for the financial reporting, treasury and foreign exchange functions of the bank. When RBTT acquired CCB, she was made financial controller and performed the same duties. In 2009, her title was changed to that of Head of Finance, when she became responsible for the Finance Departments of both RBTT and RBC after the treasury and foreign exchange functions were realigned.

A first class honours graduate of the University of the West Indies, where she studied mathematics and computer science, Cyrus is a Fellow of the Association of Chartered Certified Accountants.

AT THE HELM of RBC Royal Bank (Barbados) Limited and RBTT’s foreign exchange trading is Terrol Cummins.

Appointed regional manager, sales and trading at RBTT in 2008, he has a distinguished professional career in banking and finance that spans more than a decade.

With the sale of RBTT to RBC Royal Bank in 2009, Cummins became responsible for the function within both

TERROL CUMMINS, regional manager, sales and trading, RBC Royal Bank (Barbados) Limited and RBTT (RC)

banks, which trade in a number of foreign currencies, including the US Dollar; Pound Sterling; the Canadian Dollar and Eastern Caribbean Dollar.

In his current role, he works with a core team, including one trader, whose responsibilities include foreign exchange trading for Barbados and Eastern Caribbean.

Cummins’ professional experience includes leading roles in the financial services industry in a range of specialties: capital markets, liquidity management and investment trading services to a wide cross-section of local and regional commercial clients.

Prior to joining the executive team at RBC Royal Bank (Barbados) Limited, he also worked in the area of development finance.

Cummins is an alumnus of Combermere School and holds a BSc. in economics and accounting from the University of the West Indies. He is also a graduate of Henley Business School, University of Reading, where he attained the MSc. in financial risk management.

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AFTER spending 35 years with RBC Royal Bank (Barbados) Limited, Beatrice Yearwood still thinks that RBC “is one of the best companies to work for.”

In addition, she commends RBC’s management for its innovative and ongoing reward and recognition programmes which gives each staff member the unique opportunity to be an outstanding Royal Performer.

Yearwood joined Royal Bank of Canada in 1975, at a time when computers were unheard of and every function was performed manually.

“Banking today is totally different now to how it was then,” she said. “The emphasis, however, is still on providing a high level of quality service.”

The former Girls’ Foundation School student joined the RBC Royal Bank team as a typist working in the bank’s typing pool and has since moved up the ranks functioning in various roles.

She was appointed Manager, Client Care, at RBC, University Drive in 2007, and now manages a team of 11 customer service representatives.

Her primary role is to

AS A RBC ROYAL BANK’S Integrated Banking System (RIBS) Operations Advisor, Errol Worrell is part of a regional team of administrators of the RIBS System.

Worrell ensures that data integrity is maintained – this includes the correct interest rates, service charges and so on.

The introduction of new initiatives and processes within the RIBS banking system, including the training of users on these new processes, are part of his responsibilities.

He also looks after any RIBS concerns which internal customers may have and interfaces with international RIBS Systems personnel.

The Harrisonian and graduate of the University of the West Indies, Cave Hill Campus joined RBC Royal Bank, Broad Street, in 1980 as a loans clerk.

Worrel later went on to work in various roles including foreign exchange counter

BEATRICE YEARWOOD, MANAGER, CLIENT CARE, RBC ROYAL BANK UNIVERSITY DRIVE BRANCH (RC)

ensure that employees deliver excellent service to clients.

She is also responsible for handling customer queries, concerns and complaints ensuring a satisfactory response time.

CARL BLACKMAN, MANAGER, CORPORATE REAL ESTATE, RBC ROYAL BANK (BARBADOS) LIMITED AND RBTT. (RC)

ERROL WORRELL ROYAL INTEGRATED BANKING SYSTEM OPERATIONS ADVISOR. (RC)

clerk; cash cage custodian and systems support officer data processing.

He was an RBC Royal Performance cruise winner in 2002 and has won Instant and Special Achievement Awards.

He assumed his current position in 2006, and has travelled regionally to most of the RBC branches including those of the Eastern Caribbean, The Bahamas and Turks and Caicos.

HE LOOKS AFTER RBC Royal Bank (Barbados Limited) and RBTT ‘s total technology needs and provides leadership and direction to the Satellite Data Centre Operations team with responsibility for technology across the region.

This includes business planning and Capital and NIE Expense Budgets development with full accountability and responsibility for this expenditure on the RBC side.This is no idle boast.

As RBC’s and RBTT’s Head, Satellite Data Centre Operations in Barbados and

WHEN YOU ENTER any branch of RBC Royal Bank (Barbados) Limited or RBTT and you’re pleased with the facility at which you transact your business, you must commend Carl Blackman for his stewardship.

As manager, Corporate Real Estate, Blackman is responsible for every aspect of building management at both RBC and RBTT. This includes the management of all branches, bonds, archives, departments and all real estate that is owned by RBC and RBTT. Lease management, refurbishments and the maintenance of all branches, also falls under Blackman’s portfolio.

Most of his duties entail interfacing with the bank’s various service providers.

He sums up his role in these words: “Simply put, I am responsible for “Client Experience”. Each customer must be happy with the environment at each branch, as well as the service. Clients in this case refer to the banks’ internal and external customers.”

A graduate of Coleridge & Parry School, Blackman entered banking in 1981 as a distribution clerk.

Blackman holds an associate degree in business from the Barbados Community College; a BSc degree in management and a Master’s degree in project management and evaluation from the University of the West Indies, Cave Hill Campus.

He manages a team of two.

RBC Eastern Caribbean, Michael Hinds is totally responsible for the delivery of technology solutions for RBC and RBTT banks in Barbados and RBC operations in St Kitts, Antigua, Dominica, Montserrat and St Lucia. He also lends support to RBC Wealth Management, RBC Insurance, RBC (Barbados) Trading Bank Corp and Royal Fidelity Merchant Bank & Trust (Barbados) Ltd. Together with his duties of providing technology support on a daily basis, Hinds also

puts disaster recovery measures in place. He works with a team of 30 information technology specialists. These include the RBC Data Centre Operations; the Service Desk and Second Level Support teams and the RBTT technical support team.

Educated at Alleyne School and the Barbados Community College, Hinds began his career in banking over 25 years ago, as a teller at RBC Royal Bank, Broad Street.

Hinds acted in the position as Head of Infrastructure for RBC Barbados and the

MICHAEL HINDS, Head, Satellite Data Centre Operations, Barbados & Eastern Caribbean. (RC) Eastern Caribbean for some time, before officially taking up the post in July, 2010 which now includes RBTT Barbados Limited.

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RBC ROYAL BANK has always been service oriented, and seeks, at all times, to build strong relationships with clients.

In addition, says Martica Rocheford, manager of RBC’s main branch at Broad Street, RBC embraces each customer, with a view to understanding and meeting their needs.

She also describes RBC as an excellent employer, and takes note of the bank’s commitment to helping employees develop their careers and personal lives.

“RBC is an excellent employer, not only from the perspective of their clients.

As employees we can translate what we learn in banking to our everyday lives.

“The bank operates with proper structure, systems and standards, and over the years, we have developed and enhanced our overall way of relating to staff and clients. We have also enhanced our way of doing business while still maintaining the personal touch with our clients,” Rocheford discloses.

A banker for over 37 years, Rocheford has held several posts since joining RBC in 1974. She has worked as a foreign exchange collections and deposits clerk L/C officer; customer care officer; assistant manager, Customer Service; manager, Customer Service and

MARTICA ROCHEFORD.

(RC)

Operations; and manager, Private Banking.

She previously juggled the posts of manager, of the main branch, with that of manager, Private Banking.

Rocheford manages a sales team that looks after all lending services – including mortgages and personal loans. She is also responsible for the Currency Services team which provides currency services to all RBC branches, and for the main branch’s customer care services.

Educated at Alexandra School and the Barbados Community College, Rocheford believes that technology has had a major impact since her entry into banking.

“As we progressed technology became more encompassing, and there have been many enhancements to technology over the years. This, however, has not lessened our work load or resulted in decreased employment. New technology still needs to be managed and assessed by individuals.

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IN JUNE 1970, a young man walked into RBC Royal Bank in Dominica to embark on a career in banking.

Forty-one years later, Adrien Jones is still a member of the RBC family, and holds the post of branch manager at RBC Royal Bank (Barbados) Limited, Sunset Crest.

His first post was that of a clerk in the Foreign Exchange Department where he stayed for six months, before being promoted to a teller.

He remained with the Dominica branch until July 1978, when he moved to Barbados to assume the post of teller.

Jones has worked in most of the bank’s departments and at all the branches, with the exception of the St Lawrence branch.

In 2003, he was appointed branch manager at Sunset Crest.

Jones supervises and coaches a team of

BRANCH MANAGEMENT TEAM. Standing (from left): Wendy Downes (RBC); Simone Lambert (RBTT); Sherrol Green (RBC); Debbie Jones-Wilson (RBTT): Jennifer Clarke (RBC); Allison Lynch, (senior relief officer); Peggy Gittens (RBC); and Pamela King (RBC).

SEATED: Vice President, Personal Banking Keith Balcon (left), and Adrien Jones (RBC).

Picture by Rawle Culbard

BRANCH MANAGER of RBC Royal Bank, Chelston Park, Peggy Gittens, has been a faithful employee of RBC for the past 34 years.

She was appointed to her current post in 2008, and manages a team of 17; seven of whom report directly to her.

When Gittens entered banking in 1974, it was her intention to spend a year in this field, complete studies in interior decorating, and fulfil her dream of becoming an interior decorator.

However, her love for banking grew.

Gittens has held numerous posts over the years at various branches and units.

These include: Teller at RBC’s Hincks and Niles Streets branch; machine operator in the Data Processing Centre; deposits clerk at RBC’s main branch; customer service officer, at RBC’s Black Rock branch; assistant manager, Card Centre; branch manager (St Lawrence and Sunset Crest branches); and account manager in the Personal Lending and Commercial Lending units.

As branch manager, Gittens, who was educated at St Michael’s and Combermere Schools, oversees the branch’s entire operations: guides, coaches, leads and sees after the training of all staff.

She holds a BSc in financial services from Nipissing University in Canada, and has also completed studies at the Institute of Canadian Bankers.

AFTER getting her feet wet for a short while in the teaching profession, Pamela King turned to banking as a career choice, and has never regretted this move.

King joined RBC Royal Bank 32 years ago as a teller at the bank’s main office in Bridgetown, and has worked her way up the ladder over the years. She has held the posts of teller trainer; realisation officer in the Risk Department, and lending officer.

Prior to taking her up her current position of manager at RBC’s Hastings, Christ Church branch in March, last year, she held the designation of manager, personal financial service at RBC’s University branch.

A graduate of St Leonard’s Girls’ School and the Canadian Institute of Bankers, King manages a team of 18, and is supported by Paul Edwards, client care manager.

AS A TEENAGER figures and finances fascinated Sherrol Green; yet a career in banking was far from her thoughts.

Today, she holds the post of branch manager at RBC Royal Bank (Barbados Limited) St Lawrence Gap. Green’s introduction to banking over 29 years ago was as a teller at RBC’s main branch in Bridgetown.

Since then, she has worked at RBC’s Speightstown and Sunset Crest branches.

She has been a loans teller, loans clerk, senior customer service representative, personal financial services officer and a statistical clerk in the Audit Department.

Green joined the St Lawrence branch three years ago as manager, Personal Financial Services, in charge of the St Lawrence

She is responsible for the day-to-day operations at the branch, including all financial and operational services.

Like most of her colleagues, King appreciates new banking technology.

She notes: “The introduction to new information technology stands out when I think of banking today when compared to the banking industry years ago. We’ve come a long way, particularly with the introduction of Automated Banking Machines (ATM’s), which have made banking easier and faster for our clients.

“We also have a more knowledgeable client, who is more aware of our products,” she adds.

A subject matter expert in personal lending, King assists with the training of young lenders at RBC Royal Bank and RBTT.

Gap Lending Centre. She was elevated to her current post in May, last year.

Among her responsibilities, she manages a team of nine; performs sales duties as they relate to securing mortgages; consumer loans and credit cards. She also makes marketing visits to various business houses and coaches staff.

Recognising and rewarding staff are also high on Green’s agenda.

She has embraced new technology in banking, believes that it has sped up the process of doing business significantly, while placing key information within arm’s reach.

Green is a graduate of Alexandra School, the Institute of Canadian Bankers, and the Barbados Community College.

THERE IS nothing that Jennifer Clarke delights in more, than ensuring that all clients of RBC Royal Bank are happy with the service they receive each time they visit RBC Royal Bank (Barbdos) Limited, University Drive.

As manager of this branch, Clarke oversees its entire operations.

This former Ellerslie Secondary School student entered banking 17 years ago as a sorter (working nights only) sorting vouchers, withdrawal and deposit slips, at RBC’s main

HEADING THE TEAM of ten at the RBC Royal Bank (Barbados) Limited’s Speightstown branch is Wendy Downes.

Downes holds the post of branch manager, and has worked with RBC for the past 34 years.

On joining RBC Royal Bank, she was first located at the main office in Bridgetown, where she worked in the Audit Department. In 2007, she joined the Speightstown branch as manager, Personal Financial Services. Prior to this, she worked as a senior relief officer and personal banker, and was previously attached to Hastings and Chelston Park branches.

Downes gains much satisfaction from coaching her team as part of her bid to ensure they reach their various targets.

She also gets involved in lending – whether it’s for personal loans, VISA Cards or mortgages. In short, she helps to sell the bank’s services.

Educated at Queen’s College, Downes is quick to admit that she entered banking by chance. “I entered banking at a time when it was seen as the career of choice, upon leaving school. Today, I am happy where I am and have made some great friends and colleagues through the years,” she states.

12, and is the senior loans officer at the branch.

Educated in Dominica and the Barbados Institute of Management and Productivity, (BIMAP), Jones says the most significant change in banking over the years – apart from the up to date technology, is the fierce competition which is taking place right now.

“This has changed the complexion of banking in Barbados. We have to do things differently to achieve results.

“Banks now put more effort in training its staff in customer service and sales, and managers no longer sit in their offices waiting for the client to come through the doors. We have to go out to get the business. We have to be in constant contact with our clients to update them about our new products and services, and be knowledgeable about their needs,” he says.

branch, Bridgetown.

Prior to her promotion to the post of branch manager just over a year ago, she worked in the bank’s Central Checking Unit as a file clerk. She was also a loans administration clerk, loans officer and relief loans officer.

Clarke, who always possessed dreams of being a banker, seeks to put the customer first, at all times.

She holds an associate degree in banking from the Institute of Canadian Bankers.

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PAUL EDWARDS believes that banking is more demanding today than it was when he entered this field 29 years ago as a filing clerk.

According to him: “It took so much more to do a transaction 29 years ago. Just to transact business you had to have a withdrawal or deposit slip.

“Today it’s not so complicated, yet PAUL EDWARDS, manager, Client Care, RBC Royal Bank, Hastings. (RC)

ARLENE CROOKENDALE, Manager, Client Care, RBC Royal Bank (BARBADOS) LIMITED, Sunset Crest. (RC)

SHE JOINED RBC Royal Bank (Barbados) Limited, with the intention of giving the company nothing less than her very best.

This is the driving force behind Arlene Crookendale’s dedication to RBC Royal Bank.

Client Care Manager at the bank’s Sunset Crest branch, Crookendale is among an elite group of RBC employees to have received the prestigious and coveted LEO Award – RBC’s highest form of recognition for excellence in sales, service, leadership and support.

The recipient of this award in 2006, Crookendale joined the RBC family in 1991 as a teller at the Hincks and Nile Streets branch.

She held this position for eight years before her transfer to RBC Speightstown as central teller. Prior to her current post, she was also a senior customer representative at RBC Chelston Park for five years.

Crookendale ensures that each RBC Royal Bank customer has “a superb client experience” when conducting business at the bank, and that high operational standards are maintained.

In addition, she sees after the development, training and coaching of eight customer service representatives, and makes sure that the bank is adequately supplied with cash on a daily basis, in addition to other responsibilities.

A former pupil of the Garrison Secondary School, Crookendale admits that banking first peak her interest while she was still a teenager. That’s why giving 100 per cent daily, is just part of fulfilling her wider dream.

we still have to consider the needs of the customer, many of whom are more knowledgeable and know what they need.”

Educated at Parkinson School and George Washington High School in the United States, Edwards, like many of his colleagues, has worked his way through the ranks.

His varied post included machine

operator, central teller, and senior customer service representative.

He became manager, Client Care at RBC Royal Bank Hastings five years ago, and is responsible for the delivery of service provided by the five customer service representatives; two assistant service representatives complex; currency service officers and support staff.

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SHE BEGAN HER years with RBC Royal Bank (Barbados) Limited back in 1989, as a part-time teller on the frontline at the bank’s main branch on Broad Street.

At that time, Michelle Smith cherished dreams of becoming a teacher. She had also spent three years in the hospitality industry, in her bid to determine her career path.

Two years after working as a part-time teller, she was promoted to a full-time teller.

Smith, who has worked in the accounts, foreign business and cash supply units, spent four years as a relief client care manager assigned to various branches, before her elevation to the position of Manager, Client Care at RBC’s St Lawrence branch.

In addition to supervising a team of six customer service representatives, she sees after various human resources aspects, as they relate to goal setting and developmental plans; oversees all bank transactions; matters relating to customers, and ensures that all physical concerns of this branch are met.

Smith was educated at Queen’s College, and is currently working on completing her studies with the University of the West Indies, Cave Hill Campus.

MICHELLE SMITH, manager, Client Care, RBC Royal Bank, St Lawrence.

(RC)

FOR THE PAST seven years Margaret Roach has held the post of Manager, Client Care with RBC Royal Bank (Barbados) Limited.

She manages a team of seven customer service representatives at RBC’s Speightstown branch, and ensures that a high level of client care services are provided.

Roach joined RBC Royal Bank 25 years ago as a teller, and previously held the post of senior customer service

representative. Most of her years with the RBC family have been spent at this northern branch.

She describes her years with RBC as rewarding.

“It has not only been rewarding, but I’ve enjoyed some good relationships over the years with both clients and staff.

“Each day is different, so I approach each day with this fact in mind,” says Roach, who is a graduate of Alexandra School.

MARGARET ROACH, Manager, Client Care, RBC Royal Bank, Speightstown.

(RC)

DEIDRE COX Manager, Private Banking, RBC Royal Bank (Barbados) Limited. (RC)

IN 1981, a young school leaver walked through the doors of RBC Royal Bank, Hastings, to take her place beside the bank’s team of tellers.

This was Deidre Cox’s introduction to banking. Thirty years later, Cox who now holds the post of manager, Private Banking, at RBC Royal Bank, Chelston Park, has worked in various roles and at different branches.

Her list of management posts includes: account manager; assistant manager operations; foreign exchange and investment officer, and assistant manager international business.

Cox has worked in private banking from the inception of this unit’s formation some 20 years ago.

Today, she is responsible for the successful day-to-day management of the Private Banking Unit, which primarily sees after the personal

and business needs of high, net-worth individuals, and houses the international financial services. The objective of the Private Banking Unit is to ensure efficient, personalised service to the units’ clientele.

Cox, who was educated at Alleyne School and the Canadian Institute of Bankers, manages a team of 12 people, comprising the account manager; account manager, international business; account officer; financial service representative; assistant service representatives; manager client care; operations support agent, relief officer and receptionist/typist.

She is the recipient of numerous awards including the Vice-President’s Award, and the coveted Leo Award, RBC’s highest staff award.

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JOSEPH CHARLES started his career in banking over 20 years ago at another banking institution and has held posts such as Manager-Retail Credit and Branch Manager, before ultimately transitioning to Manager, Communications and Brand.

Fresh out of college in 1991 and within six months of joining the banking industry as a teller, Charles became a management trainee.

However, he was always being roped into various internal and external public relations activities for the bank; and finally transitioned into the Marketing and Customer Service Department in 2007.

Today, as Manager, Corporate Communications and Brand, Barbados and the Eastern Caribbean, RBC Royal Bank and RBTT, his general duties are to provide public relations and general communications services for RBC Royal Bank and RBTT in Barbados and and the Eastern Caribbean.

As such, he is responsible for maintaining the strong and positive public image of both banks. He oversees the delivery of all external speeches and presentations; seeks to develop strong relations with the media; executes and

THE MARKETING AND COMMUNICATIONS TEAM: Standing are: Manager, Client Experience Susan Blackett (left), and Manager, Product/Advertising, Keri Mapp Seated are Manager, Communications Joseph Charles (left) and Marketing Manager, RBC Royal Bank and RBTT, Frank Drakes. (RC) manages sponsorships in support of the banks’ business objectives, and implements and manages social investment programmes that build a positive brand image within the communities in which the banks conduct business.

Charles sees the role of corporate communications and brand as being pivotal to ensuring that RBC bank continues to be a good corporate citizen.

Charles is currently reading for his MBA with the University of Wales.

AS MARKETING MANAGER of RBTT and RBC Royal Bank (Barbados) Limited, Frank Drakes is responsible for marketing and product management in both banks.

All advertising and promotions fall squarely on his shoulders, so too does ensuring a high level of customer experience.

He ensures the latter through survey assessments — both internal and customerbased — to have a good understanding of how the banks’ operations are viewed.

According to him, both RBC and RBTT will soon take on a more aggressive approach within the market place, as it relates to retail banking.

A former student of Combermere, Drakes, who entered banking in 1998 and worked with three other banking institutions, has held such posts as product manager and regional sales and marketing manager for credit card and merchant services. He joined RBTT in 2005 as marketing and customer service manager, and was appointed as marketing manager in 2009.

Helping Drakes perform his daily tasks are Manager, Client Experience Susan Blackett, and Manager, Product/advertising, Keri Mapp.

Drakes possesses a degree in history and political science from the University of the West Indies, Cave Hill Campus.

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PRIOR TO joining the team at RBC Royal Bank (Barbados) Limited, Rae Debbie Skinner worked as the Head of Corporate Banking at another financial institution here in Barbados. Trinidadian-born, she migrated to Barbados in September 2000 with a goal of seeking more regional commercial banking experience. She has been in the field for over 25 years having started her working life as an auditor with Price WaterHouse, Trinidad, and thereafter, as a project analyst with the Trinidad and Tobago Development Finance Company.

In 1992, she entered the commercial banking arena when she RAE DEBBIE SKINNER, Vice President Business Banking (seated third from left), surrounded by the Business joined the RBTT family as a commercial banking account Banking team. (RC) manager at that institution.

In February 2008, she joined RBC as Manager, Commercial Financial Services and in February 2010 assumed responsibility for the ALLAN LITTLE joined the world of banking at His work also entails oversight of policies commercial banking business of both entry level, over 30 years ago. relating to privacy and confidentiality with RBTT and RBC Barbados as Twenty-three of those years were spent regard to both clients and staff. He must stay Vice- President, Business Banking. with Barclays Bank PLC, where he rose abreast of regulations and legislation such as Skinner’s team includes seven through the ranks to become the first regional money laundering and counter financing of relationship managers, five account compliance officer for that organisation and terrorism and ensure that the bank has officers and credit analysts, and a domestic compliance manager for the 14 adequate compliance measures in place to business support team of six jurisdictions within the Caribbean where meet the requirements of these regulations. individuals who report to her and Barclays operated.

He must also ensure that the bank’s measures whose primary responsibility is to He has also held management positions at are sufficiently robust to mitigate risks of grow and develop strong relationships the Bank of Nevis and First Caribbean financial loss, regulatory risks and reputational with the Bank’s business banking International Bank. damage. clients.

Little has been in his current role of Little holds an MBA from the University of Skinner holds an Associate compliance manager with RBC Royal Bank Wales and Manchester Business School; The Degree in Accounting and Business (Barbados) Limited for the last four years. Banking Diploma and a Diploma in Financial Administration from Manchester His role is vital to the bank’s overall Studies from the Chartered Institute of College, a B.A (Hons) Degree in operations. He ensures that RBC operates in Bankers, UK. Economics from Yale University, in the compliance with both external regulation and He is a fellow of the Chartered Institute of United States of America, and a MBA ALLAN LITTLE, Manager, Compliance, RBC Royal from the University of the West internal policies as they relate to domestic Bankers and an Associate of the Compliance Bank. (RC) laws and regulations.

Institute, also in Britain.

Indies, St. Augustine Campus.

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FOR THE PAST 13 years Stacey-Ann Rodriguez Paty has lent her financial expertise to the regional banking industry.

As regional treasurer for RBC Royal Bank and RBTT Barbados and the Eastern Caribbean, her main function is to manage the liquidity, funding, investment and asset liability risk of both banks in Barbados and the Eastern Caribbean.

Paty entered banking in 1998, as a foreign exchange trader with an investment bank in Trinidad and Tobago.

She remained with this bank until October 2002, when she joined RBTT as a strategic support business analyst for the Treasury and Risk Management Units.

She was promoted to the post of investment manager for RBTT Treasury in Trinidad and Tobago in 2004, and also performed investment roles for the bank’s Eastern Caribbean Unit.

In 2007, she joined the RBTT team in Barbados as the manager of funding and investments for the Eastern Caribbean.

Two years later, she was appointed regional treasurer of RBTT Barbados and Eastern Caribbean and RBC Royal Bank (Barbados) Limited. Her duties are now extended to include RBC Eastern Caribbean.

Paty possesses a BSc in management studies from the University of the West Indies, St Augustine Campus, and an MBA with a specialisation in finance, from Herriot-Watt University in Scotland.

She is the current chairperson of the Barbados Treasurer’s Committee, a sub-committee of the Barbados Bankers’ Association.

STACEY-ANN RODRIGUEZ PATY, Regional Treasurer, RBC Royal Bank and RBTT. (RC)

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HE WANTED to become a police officer, but, in his own words, “It so happened at the time of leaving school I was not tall enough.”

Ryvan Benn then wrote RBC Royal Bank in search of a job, and was successful. That was 33 and-a-half years ago.

He was one of five persons hired to assist RBC with their upgrade from manual to new technological operations.

Since then, Benn has worked as a cashier, proof teller, proof supervisor, relief officer — at all branches; foreign exchange and investment officer, and verification officer. In 2007, he was appointed manager, Client Care at RBC Royal Bank Chelston Park.

Benn manages a team of 11 customer service representatives, and ultimately sees after all the counter transactions, customer queries and complaints.

Recalling the early days, he states: “The manual system was tedious. We had the card system in place, which meant one had to constantly go into the system and update the card. The hardest part was the calculation of interest at the end of each month. You had to balance the ledgers and make sure they agreed with the general ledger.”

Benn, who holds a diploma in information technology from the University of the West Indies Cave Hill, and was educated at the Federal High and Lynch’s Secondary School, has welcomed new technology, which make banking easier.

JESUS PAZOS is the Unit Head for the Barbados and Eastern Caribbean Risk Hub. In this capacity, he heads a team of risk managers and those in risk related positions, with a regional focus that encompasses all lending products — including loans, mortgages and credit cards — to both retail and business banking clients for RBC Royal Bank and RBTT in Barbados and the Eastern Caribbean.

His team also provides support to the banks’ lending teams through the approval of risk strategies and transaction requests within specific delegated lending limits, and reviews and recommends lending guidelines that balance the banks’ risk appetites with the demands of the market.

They also partner with the regional management teams, sales managers, account managers and mortgage lenders in the management of the banks’ credit portfolios; coaches and counsels internal business partners; and assist with credit related training.

JESUS PAZOS UNIT HEAD, BARBADOS AND EASTERN CARIBBEAN RISK HUB. (RC)

Pazos, who has spent 16 years in the banking arena, joined the RBC Royal Bank family three years ago.

He has held a number of managerial posts in commercial and corporate banking, and over the past ten years, has held senior positions in credit risk management. Pazos took up his current post in 2009.

RYVAN BENN, manager, Client Care, RBC Royal Bank, Chelston Park (seated centre), with members of the Chelston Park team. Inset is Branch Manager Peggy Griffith. (RCs)

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PARTICIPANTS taking part in the RBC Royal Bank’s fund-raising Children Cancer Walk/Run. (GP)

RBC ROYAL BANK (Barbados) Limited has been an excellent corporate citizen for many years, giving back to the community through sponsorships, and various donations.

Hundreds have benefited from the bank’s generosity, and continue to reach out to this bank to lend a helping hand.

Among the organisations to have greatly benefited from RBC is the Errol Barrow Centre for Creative Imagination. A total of $600 000 was injected into this centre.

Homeowner, Anita Brathwaite was among those receiving personal donations – hers to the tune of $60 000 to construct her home.This bank has also long been a sponsor, of the Holetown Festival, and has sponsored PAREDOS’ Anger Management and Character Building Programme (2006 and 2008). In addition, RBC

HOMEOWNER Anita Brathwaite and former RBC executive, Roy Reyer turning the key to open her new home, which was made possible, thanks to a $60 000 donation by RBC. (GP) stages the RBC Children’s Cancer Walk/Run. The truth is, that it is virtually impossible to mention all the individuals, schools, organisations and

charities, which RBC has sponsored throughout the years. It is suffice to say, that RBC will continue to extend a helping hand whenever it can to those in need.

22 | SUNDAY SUN SPECIAL | MAY 29, 2011

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