Contacts/Networking

RBC Royal Bank Contacts

	Women's Market National Office
	Women's Market Champion Leaders
	Profiles of Some of our Women's Market Champions

Contact any member of our national network of Royal Bank Champions, the banking specialists who champion the cause of women entrepreneurs inside and outside our organization.

Women's Market National Office:

Betty Wood
National Manager, Women & Young Entrepreneur Markets
Tel: (416) 974-0669
betty.wood@rbc.com

Women's Market Champion Leaders:

British Columbia
Alberta
Ontario
Quebec
Atlantic Canada

British Columbia:
Joe de Napoli - BC District Vancouver
Tel (604) 665-0717
joe.denapoli@rbc.com

Alberta:
David King - Prairies District
Tel (403) 292-3189
david.king@rbc.com

Ontario:
Lynne Bain - Ontario District
Tel (416) 974-5434
lynne.bain@rbc.com

Quebec:
Matteo Maggio
Tel (514) 874-8411
matteo.maggio@rbc.com

Atlantic Canada:

Nova Scotia:
Gwen Crowell - Atlantic Provinces
Tel (902) 421-8234
gwen.crowell@rbc.com

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Women's Market Champion Profiles

An ongoing series of profiles of Royal Bank Women's Market Champions.
Monica Bird in Langley, B.C.
Wendy Chapman in Calgary, Alberta
Kathie Emms in Ottawa, Ontario
Danielle Harris in St. John's, Newfoundland
Jane Ritchuk in Bowmanville, Ontario
Candace Dennis in Vancouver, B.C.
Debra Wilton in Edmonton, Alberta

Monica Bird: Helping clients move to the next level of success

Although she has worked in different capacities since starting with RBC Royal Bank in 1987, Monica Bird's roots and passion lie in business banking. "This is the best job in the world if you like business because you can get involved in so many different businesses and meet so many enthusiastic entrepreneurs," she explains. "It's very rewarding to help move a company to the next level of success - from local to national to global."

Monica particularly enjoys being a women's market champion - a role she took on in 1999 - but one she has held unofficially since 1990 when she was the only woman in her Vancouver branch. Women clients felt comfortable approaching her for a loan. "This role is all about matching women entrepreneurs with the resources available and helping to create networking opportunities for them."

Living in a province that is home to a large immigrant population, Monica is very sensitive to the needs of women from other countries trying to set up business in Canada. "It's important to be patient when there's a different background in business and a different first language and to be prepared to offer advice and assistance in both business and banking matters to get the relationship started."

A prime example is the partnership she has forged with client Angela Tu, whom she has coached on doing business the Canadian way. "When we first met, we talked quite candidly about the differences between doing business in Canada and Taiwan," Monica explains. "For instance, the property development process here is more complicated, so I helped her navigate through the bureaucracy of permits and regulations.

"I think of myself as a supplier, an advisor and a virtual partner," adds Monica, who has gone from financing Angela's first challenging construction project to introducing her to a new real estate investment opportunity through the local Chamber of Commerce.

What impresses Monica is Angela's persistence. "How you deal with the many problems that arise in business is probably more important than how you solve them," she notes. "I have tremendous respect for Angela's patience and dedication to the end goals…and I admire her courage in taking on aggressive projects. She purchased an under-performing gas station, increased sales and created a successful business."

One of Monica's most vivid memories of their relationship is the day the two of them inspected the new construction site of the Burger King restaurant (developed by Angela next to her gas station) one week before the grand opening. "What we did together to make this happen was sometimes like rolling boulders up the hill, so this memory is very special indeed."

Monica also admires Angela's "healthy balance between what she pursues in business and what she gives back to the community" - a trait they both share. They also participated together in a Multiple Sclerosis Society fundraising walk. Monica, herself, also strives for maintaining balance. "My husband, family and volunteer activities in the community keep me centred. I make time for this away from my work life and that creates life balance." She is very active in Junior Achievement and in promoting entrepreneurship in schools. "It's very special to talk to young people about opportunities to be in business and to pursue their dreams."

Based on her active involvement in the women's networking community, Monica urges women entrepreneurs to form alliances when appropriate. "It's impossible to be a business owner now and wear all the hats," she insists. "Successful business management today is all about partnering and relationships…and thinking globally."

Her best advice for women seeking growth funding? "Come with your passion and come with your plan and we can work on it!"

Wendy Chapman: Identifying client needs through all stages of their business growth.

Wendy Chapman may be new to her role as a Women's Market Champion, but one would never know it. The enthusiasm and customer service orientation of this 22-year bank veteran bode well for her clients. "I have a simple philosophy," she explains. "If you provide premium and consistent good customer service, you will get the business. And I live by that everyday."

In business banking for the past four years, Wendy has a particular empathy for entrepreneurs because she has been one herself. "My husband and I had a small business, so I know how it feels to be on the other side of the desk and I treat my customers the way I want to be treated." That means no customer idea is ever insignificant and no request is too small to consider. "Entrepreneurs put their blood, sweat and tears into their business, regardless of the size. I always remember that."

One of those entrepreneurs is Shelley Whatmore, President of Maxus Technology Inc., whom Wendy met two years ago. As Shelley's Account Manager, Wendy lives up to her motto of excellent customer service by taking the time to visit Shelley's warehouse, learn how her business works, and speak with her regularly. Developing that relationship has been key to both women's professional success. "It's all about identifying needs and, when you have a relationship with a client, you are able to find the right product or service that works for them."

Wendy also provides the intangibles that make a difference to women entrepreneurs. She makes Shelley feel comfortable seeking the bank's advice, nominates her for awards, and emanates the enthusiasm she shares in witnessing Shelley's company succeed. "I love working with women entrepreneurs. Like Shelley, most have a high level of expectation of themselves and their staff. Shelley is a mother of two, she's running a company that's environmentally conscious, and she's a great person - it's phenomenal." Wendy attributes Shelley's success to the fact that she seizes opportunities that she identifies... and maintains a reserve fund to allow her to do this.

In her new role as a Women's Market Champion, Wendy enjoys guiding her clients through the business planning process and looks forward to getting more involved with the women's business community. Her best advice to women? Don't take no for an answer and always ask where else you can go. "If a client comes in with a request that falls outside of the parameters of what I can do, I always provide an alternative."

Over the long term, Wendy says she'll stay working with clients - her favourite part of the job. "Taking a customer from the beginning and helping their company grow is the best feeling in the world!"

Kathie Emms: Adding value through relationships and networks

Although Kathie Emms officially started the Women's Market team in Ottawa six years ago, this RBC Royal Banker of 27 years unofficially champions her clients whenever she can. "I try to support women even if their business needs do not require the services of a dedicated account manager. Women want a relationship where they feel a shared trust and I think that's one of the things I do best - listening and finding out what they need."

A perfect example is her relationship with Sharon Henhoeffer, which began back in 1995 when the bank became Sharon's first lender for her start-up business, Intoinfo Inc. President and Co-founder, Sharon has grown her Internet strategy consulting firm from two to 20 employees and boosted sales to the $2 million mark. Kathie has stayed in touch, even sending Sharon flowers when she won various awards. As Sharon's business grew, so did the relationship, with Kathie eventually becoming her Account Manager.

Kathie and Sharon also stay connected as members of the Women's Business Network in Ottawa. Over her decade of involvement, Kathie has served on the Board and as Program Chair, giving the Bank a human face in the community. She continues to help organize events, looking for opportunities to feature her clients as speakers - gestures that help generate loyalty among clients. "Women appreciate the kind of support the Bank is giving them, whether that is holding networking events or sponsoring awards. Women don't forget."

Kathie enjoys the camaraderie that comes from working with women and championing their cause. "It's such a natural fit for me." Recognizing that some women can feel intimidated by business bankers and are more comfortable dealing with a woman-friendly staff, she began broadening her Women's Market team several years ago, bringing in reps from other parts of the Bank and hosting networking breakfasts.

"Women business owners often have different measures of success than men do and go about business in a different way," she notes. "They are more reflective and they plan more. I think the gap between how men and women do business is narrowing, which is a good thing, but women will always be different."

For her part, Kathie will continue to pursue her passion - business banking. "It's a great career! You can grow with your clients and you never stop learning." Every bank offers loans and deposit accounts, she observes. But where one can really add value is in relationships and the networks. "The longer I do this job, the more connected I get and the more I can help my clients with referrals to whomever they need."

Danielle Harris : Carrying the Banner for Women Entrepreneurs

If there is one person who carries the banner for women entrepreneurs in St. John's, Newfoundland, it's Danielle Harris. And she is well known for that.

It's obvious why. Promoted to Senior Account Manager last year after five years with RBC Royal Bank, Danielle also serves as a Women's Market Champion. "It's important to show that, although the bank's products don't need to be different for women, we understand there is a difference in the issues women face," she explains, pleased that the bank has developed tools to help.

"At any networking event I attend, the women are very appreciative, especially of our Web site at www.royalbank.com/sme/women," she says, stressing that women don't want special treatment, just recognition that they operate differently. "I do see different approaches between men and women entrepreneurs," she notes, adding that it's nice to go out to clients as a female banker. "I try to ensure that people are fully aware of what financial institutions and players look for, so there are no surprises." She finds that as women entrepreneurs become more sophisticated and move along the growth curve, they are more willing to seek out information. "It's a whole education process and I'm glad to be part of it."

Danielle helps demystify banking as a board member of the Newfoundland & Labrador Organization of Women Entrepreneurs (NLOWE). She plays an active role in membership growth, policy development and the planning of conferences for the women entrepreneur's market. She has also been involved in studies and focus groups on financing and exporting for women entrepreneurs. Women, both members of NLOWE and clients of the bank, look to Danielle to help them better understand banking and financing.

Describing the St. John's women's market as a dichotomous mix - from very small, home-based entrepreneurs to well-established business owners and operators - Danielle has witnessed a growth in women entrepreneurs on the east coast as the economy shifts. She enjoys building individual relationships with her entrepreneurial clients and understanding their businesses and the challenges that go along with them.

Jane Ritchuk : Fuelled by Fire and Passion of Small Business Owners

It's the fire and passion of small business owners, like her client Sandra Topper, owner of Natural Sense Aromatherapy in Bowmanville, Ontario, that is at the root of Jane Ritchuk's love of business banking. "All you have to do is ask an entrepreneur 'So, what's new?' and you're in for a story. It's so interesting to hear about their plans and problems and how they overcome the challenges."

With Royal Bank since 1972, Jane started as a teller typist and held a variety of other roles until she joined the Durham Business Banking Centre three years ago. "I enjoy the customer contact and dealing with small business." Her clients range from auto body shop owners and truckers to abbatoirs and manufacturers…and increasingly include more women. " The women's market has proven to be an economic force in business and the bank has encouraged me to seek out more women as clients."

Jane does this primarily by getting involved in networking groups for women in business in the community. "Businesses thrive and prosper with the help and support of banks so I try to raise awareness that I provide a service that has value." Based on her experience, she finds women often need that extra nudge to take the next leap to expand their businesses. "They tend to be more conservative, not so much in risk-taking but in calculating everything before they make a move, so they need a gentle prod and encouragement."

She also promotes the Women in Focus luncheon series, featuring dynamic women speakers, that the bank runs quarterly in the Durham area. "The feedback to these has been amazing. My clients find them entertaining, informative - they get real hard-core information not just fluff - and a good opportunity to meet other businesswomen in the area."

Jane was very impressed when she met Sandra at the Durham branch. "She's very professional and approachable and has a good intellectual grasp of her business." Jane feels Sandra is an excellent role model because she is so open in sharing what works and what doesn't in her business. In addition to addressing her financial needs which included financing for a manufacturing facility, Jane supports Sandra by introducing her to other clients and business groups. And when Sandra made the e-commerce leap, Jane hooked her up with the bank's VISA group and others who would help her with this expansion.

She is confident that Sandra's Internet sales will grow and that her business will continue to expand. "While juggling a busy retail outlet, three active kids, a country property and her extended family, Sandra keeps it all together amazingly well. I'm so proud of her success!"

Jane Ritchuk is now an Account Manager, Personal Financial Services, in Markham, Ontario. Contact her by telephone at 905-474-4031 or e-mail to jane.ritchuk@rbc.com

Candace Dennis: Taking a Holistic Approach to Helping Women Entrepreneurs

When Candace Dennis was approached to coordinate Royal Bank's Women's Market Champions throughout B.C., she expected the role to take about three hours a month. "It's more like three hours a day!" laughs the enthusiastic Candace, who's been an account manager for small and medium enterprises for five years.

Whether she's organizing a seminar for women clients on building their businesses or bringing together prominent businesswomen for input on bank initiatives, Candace believes in creating genuine opportunities for women to network. "Women really get excited about meeting and networking with other women," she emphasizes.

As a mother of two young boys, who is also working on her MBA, Candace understands only too well the challenge of balancing work and family which is shared by many of her clients. So she's beginning to focus on planning health and well-being forums for women as well as working with the province to establish a foundation for women.

"Financing is not the only concern of women business owners," she says. "Another big issue is the stress they experience in juggling their work and families. As bankers, it's so important for us to recognize this and find ways to help our clients manage stress."

Candace is a Senior Account Manager at the Royal Bank's North Vancouver Business Banking Centre in Vancouver, B.C. Contact her by telephone at (604) 665-4032 or e-mail candace.dennis@rbc.com

Debra Wilton: Helping to Light, Carry and Pass the Torch for Women Entrepreneurs

Debra Wilton has dealt with many aspects of banking since 1976, but the small business market remains her favourite. "It seems to come from the heart for me," she says. She particularly enjoys building relationships with her clients and maintaining "that personal touch" as much as possible.

Debra took on the job of Account Manager 10 years ago. On her own initiative, she began representing the bank at women's business functions and started building a network. "I was really interested in seeing women succeed," she explains.

Her holistic style, working within the bank and the community, led to many innovations. One of the first was a unique Advisory Council she put together including clients with a high profile in the community, prospective clients and representatives from both the business and personal financing areas of the Royal Bank family. The Council acts as a sounding board for new ideas and promotes the bank's interest in women-owned businesses to the community.

When Debra's boss saw the good work she was doing, she was given two staff ("my lieutenants"), allowing her to make further inroads. "We ran a very successful Women in Business seminar, including Royal Bank clients and non-clients. And we held roadshows for all personal banking branches and told our story about championing women's market initiatives, so everyone in Personal Banking would know." Recently, Debra also set up a ViaSource team for women entrepreneurs to provide free professional advice to women about their growth challenges.

One of Debra's most gratifying roles is sitting on the board of a local TV station that produces Women of Vision, a program about successful women who've made an impact on the community. As role models, they are featured at a lunch sponsored by Royal Bank on International Women's Day, which schoolgirls are invited to attend. "When the women tell their stories, you can hear a pin drop," says Debra. "And when I see how inspiring this is to the young women, I realize how worthwhile my commitment to this really is."

Debra is passionate about her work - and it shows. But her passion is blended with realism. She knows small businesses with potential are the bank's future big business accounts. And that's how she views clients.

When pharmacist Elaine Hall needed financing for a computer system to dispense medications to the elderly, Debra had to be taught about the technology. "I had a hard time appreciating that you could feed a bunch of pills into a computer and spit them out as medical packages," she recalls.

But Elaine had more than a new vision of eldercare; she was also a strong financial manager. "Anytime I had to go to bat for Elaine, I had confidence she knew her numbers," says Debra. "I give her credit for her commitment to the elderly and for being on top of her business."

Debra is an Account Manager, Business Banking, in Edmonton, Alberta. Contact her by telephone at (780) 448-6608 or by e-mail to debbie.wilton@rbc.com.

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