Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shahwan R. Razzaq

Springfield,USA

Summary

Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.

Outgoing and detail-focused individual excelling in communication and problem-solving. Possesses significant understanding of project coordination and data analysis, with strong abilities in planning and implementing programs. Aims to drive impactful results through efficient process management and collaboration.

Overview

22
22
years of professional experience

Work History

Business Program Specialist (US)

TD Bank NA
02.2025 - Current
  • Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
  • Developed extensive program documentation, ensuring clear understanding of goals, objectives, and requirements among all team members.
  • Maintained regular communication between departments via email and phone calls to coordinate program logistics.
  • Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
  • Facilitated cross-functional team collaborations, fostering an environment of continuous improvement and innovation.
  • Established a robust system for tracking and reporting on key performance indicators, allowing for a data-driven approach to program enhancements.
  • Designed and implemented monitoring and evaluation systems to track progress towards desired outcomes.
  • Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
  • Established goals and created action plans to achieve goals.

Store Manager

TD Bank
10.2023 - 02.2025
  • Manage the service and advice team promoting a positive customer and colleague experience.
  • Lead, coach and develop a team of service and advice colleagues on services, product, and sales informational conversations and/or advice-giving service strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customers.
  • Coach to ensure customer issues are managed appropriately through customer problem resolution guidelines and personally participate in the negotiation and resolution where necessary.
  • Actively promote the Banks's image within the community through participation and leadership in community business groups, initiatives, fundraisers etc.
  • Contribute to the execution and achievement of the team and the branch's service customer experience targets by coaching / modeling appropriate attributes and behaviors; leads the branch in the execution of advice plan/objectives.
  • Provide oversight of branch premises and ensure the customer and colleague areas are professional and inviting in appearance.
  • Ownership/oversight of complex daily branch administrative duties, especially as it relates to mutual funds, RESL, and other complex/specific compliance-related issues.

Regional Workforce Manager

TD Bank
10.2022 - 10.2023
  • Oversaw development and evaluation of store operational metrics and Impact 360 necessary to maintain approved performance standards including the assignment of staff by designated skill level as needed throughout the workday.
  • Ensures adequate Full Time Employee (FTE) Metrics in support of forecasted store volumes to ensure timely and reliable service to Customers.
  • Provided support in the identification of required staff vs. actual staff.
  • Made recommendations on budget impact on store productivity and profitability.
  • Maintained relationship with Senior Market leadership and effectively communicate needs, issues, and accomplishments.
  • Maintained excellent flow of information throughout team, with Workforce Management Analytics Manager, and Senior Workforce Manager.
  • Maintained forecast and hiring models for all areas within the store to ensure service level goals are met and provide long-term planning related to hiring.
  • Coached employees to ensure activities are undertaken and completed.
  • Provided leadership and guidance to employees.

Bank @ Work Relationship Manager

TD Bank
04.2018 - 10.2022
  • Organized and conducted training for all Bank @ Work Champions and store leadership teams, conducting training needs analysis and creating programs effective in elevating performance levels.
  • Orchestrated introduction and managed institutional offerings, creating and administering strategies and action plans to assist in meeting established sales and productivity objectives.
  • Diversified experience in directing and coordinating a broad range of branch banking programs, projects, operations, and personnel, applying effective planning, coordination, facilitation, training, and leadership skills.
  • Initiated and cultivated strong collaborative relationships with key partners in the market. I.E:, Commercial, Middle Market, Wealth, Small Business, Merchant Services, Retail Sales Strategy/Sales Programs.

Team Lead – Virginia Region

TD Bank
11.2013 - 04.2018
  • Acting as lead for 21 locations in Virginia region, consisting of 150 employees.
  • Coached Store Managers in their day-to-day process around small business development, coaching and developing staff and managing operations.
  • Conducted Store visits to observe sales and service process as well as implement action plans to improve overall customer experience.
  • Provided clear and concise communication to all Store employees on focus areas and market level initiatives.
  • Held SM/ASM bi-weekly pipeline calls to review results, provide feedback, and evaluate participation level.
  • Led retention efforts by ensuring Hello Grow calls were being made by compiling and distributing region-wide results.
  • Facilitated and participated in volunteer activities in the community such as: Diversity and Inclusion, TD Tree days, United Way, Women in Leadership, community development (CRA) and Board of Trade activities.
  • Mentored peers and Store level employees on career objectives. Provided direct feedback in areas of achievement and opportunity.
  • Successfully hired and coached 6 new Store Managers. 2 internal promotions based on performance and recruited 4 new Store Managers through referrals and contacts in the industry.
  • Utilized situational coaching to allow for Store Managers to be coached based on their level of experience, engagement, and commitment. Held managers accountable to metrics through directive and supportive coaching techniques.
  • Successfully championed and locally owned Retail Sales Programs: Bank @ Work, Affinity, Hello Grow, WOW! Zone, Campaigns as well as Reward and Recognition.
  • Maintained and cultivated strong collaborative relationships with key partners in the market. I.E: Operations, Commercial, Middle Market, Wealth, TD Ameritrade(investments), Small Business, Merchant Services, Customer Experience, Retail Sales Strategy/Sales Programs, Peer Retail Market Managers, Consumer Lending, Recruiting, and Human Resources.

Assistant Vice President – Dumfries/Dale City/W. Springfield

TD Bank
03.2011 - 04.2018
  • Led various stores within VA region to WOW Quartile results.
  • Successfully opened a Denovo store within six weeks of taking position.
  • Managed a team of 9 to 13 employees in a Denovo/Matured store for TD Bank.
  • Utilized coaching and developmental skills to coach store team in positioning their roles to clients in every interaction by asking open-ended questions to identify needs and recommending solutions to meet client financial goals. Results: Store exceeded annual units, LEI/CWI benchmark, Wealth goals and store profitability with number one ranking in Mid-South for 2014.
  • Developed and executed strategic marketing plans for the accomplishment of established objectives such as exceeding annual closed-loan, fee revenue, and booked deposit goals.
  • Planned and coordinated diversified customer and community relations events, elevating institutional exposure, and contributing to competitive advantage and business growth.
  • Captured business across a broad array of industries, soliciting banking relationships with varied business enterprises, educational institutions, not-for-profit and community organizations, and other major clients.
  • Top ranked store in Mid-South Market. Store achieved all matrix that matter. Results: Q1& Q2 2014 Store Manager WOW! Star, CEO Leadership winner 2014, 4 out of 6 employees won the CEO leadership in 2014.

Officer/ASM – Five locations within VA Region

TD Bank
03.2009 - 03.2011
  • Successfully managed an exceedingly high profitable area office, which included 10 employees.
  • Assisted in managing $8 million in loan; $12 million in new money.
  • Controlled all bank operations and maintained audit and security guidelines.
  • Developed business plans while also coordinating activities with various organizations to increase wallet share.
  • Provided written and verbal performance feedback for employees on a quarterly and annual basis.

Branch Operations Manager

Pentagon Federal Credit Union
07.2003 - 12.2009
  • Supervised over 20+ employees in specific location, while overseeing 50+ employees within three locations.
  • Evaluated various loans in accordance with appropriate lending guidelines.
  • Prepared audit, compliance, and corporate sales reports for senior management.
  • Successfully increased sales to lending departments and to Credit Union in role as a loan committee member.
  • Assigned to train regional employees and operations officers on effective sales methods by senior management as result of individual sales productivity.

Education

Master of Science - Management

Strayer University
Alexandria, VA
01-2010

Bachelor of Science - Management

George Mason University
Fairfax, VA
01-2007

Skills

  • Skill development
  • Group and individual instruction
  • Performance assessments
  • Skill building

Timeline

Business Program Specialist (US)

TD Bank NA
02.2025 - Current

Store Manager

TD Bank
10.2023 - 02.2025

Regional Workforce Manager

TD Bank
10.2022 - 10.2023

Bank @ Work Relationship Manager

TD Bank
04.2018 - 10.2022

Team Lead – Virginia Region

TD Bank
11.2013 - 04.2018

Assistant Vice President – Dumfries/Dale City/W. Springfield

TD Bank
03.2011 - 04.2018

Officer/ASM – Five locations within VA Region

TD Bank
03.2009 - 03.2011

Branch Operations Manager

Pentagon Federal Credit Union
07.2003 - 12.2009

Master of Science - Management

Strayer University

Bachelor of Science - Management

George Mason University

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Shahwan R. Razzaq