TRACY GRAHAM

• Enabled the NCBCM team to achieve over J$10Bn in net profit over a two-year period by connecting team to vision, replenishing pipeline of opportunities and breaking down barriers to success

This includes:

• Coordinating executive meetings
• Coordinating & facilitating the strategic planning process
• Establishing and managing relationships with external partners and service providers
• Leading the development, validation, and implementation of strategic initiatives for NCBCM and its subsidiaries in Jamaica, Trinidad & Tobago, Barbados, Cayman, and Guyana
• Maintaining a high bar of accountability through effective performance monitoring and reporting
• Providing effective, data-driven strategic insights and project management support to the CEO, COO and over 20 senior executives and managers at NCBCM and its subsidiaries to inform decision-making and improve strategic outcomes
• Identified and led the implementation of new organizational capabilities, including technical and people-driven to ensure steady streams of innovations to create new revenue streams or enhance existing systems, products and processes including:
• Leading the transition of the deal making functions at NCBCM from a manual to a digital system
• Leading the development of three (3) digital self-help solutions for customers
• Designing and implementing frameworks to improve business efficiency and bolster performance

• Provided first rate strategic and administrative support to the General Manager - Loan Management, to ensure effective management and administration of the NHT's J$270+ billion mortgage portfolio through the following: Timely development, revision and submission of policies and procedures, board submissions and management reports
• Streamlining processes to improve operating efficiency and customer satisfaction
• Leading quality audits to ensure continuous improvement and quality control
• Establishing and managing relationships with external partners and service providers
• Organizing and facilitating staff training & development programmes and workshops
• Conceptualizing and providing project leadership for the implementation of numerous solutions to improve operating efficiency, regulatory compliance, and customer satisfaction
• These include: The Electronic Mail initiative (EMI) which led to the provision of several digital self-help options for customers for numerous services
• The NHT's transition from a manual credit management system to a Debt Management Software which led to an increase in mortgage collections of over J$1billion in its first year following implementation
• The NHT's Special Assistance Programme which has assisted thousands of mortgagors who are experiencing hardships to retain homeownership while maintaining NHT's delinquency rate and portfolio-at-risk ratios within established tolerances
• Leading the development and implementation of the NHT’s Credit Reporting Framework