IN the bustling heart of New Kingston, behind a pristinely polished desk in a corner office at First Global Bank (FGB), the banking arm of GraceKennedy Financial Group, there’s a quiet hum of excellence and an unshakeable sense of purpose.

At the centre of this pulse stands Suzette Dawkins, now head of customer experience & service deliver at FGB, overseeing how an entire financial institution interacts daily with its customers.

With over 30 years of experience in the banking industry, she has seen it all, from her first days on the teller line to her position at the helm of one of the island’s leading financial institutions. But for Dawkins, her work is more than just a career, it’s a calling.

“I’m Smitty and Lorraine’s one daughter, Stephen’s wifey, Jordan and Jared’s tiger mommy, and a friend for life,” she described herself. And her approach to life and work reflects these personal connections. These are the relationships that shape her, and they are central to how she approaches her work.

She is more than just a seasoned professional; she’s a woman who brings her whole self to the table, recognising the unique stories behind each customer she serves and striving to improve on the standard she set the day before. Whether it’s a small business owner working tirelessly or a young professional navigating uncertainty, Dawkins’s ability to empathise and connect fuels her passion for service.

This firecracker, who loves her job to the bone, grew up in a close-knit family where music and laughter would often fill the air. Her love for music, particularly live performances, was passed down by her late father, who would dance with her from dusk till dark.

“From Bob Marley to Peter Tosh, Stevie Wonder to Beres Hammond — we danced until it was dark outside,” she reminisced. Her dad, a hard-working man who worked two shifts a day, taught her the value of resilience and hard work.

She describes her mom’s tenacity as the rock that strengthens her every day. Her wise counsel serves as the guidebook to Dawkins’s every move. Today, she still goes to work, “bossing up” her boss, reminding him, she is the one in charge. She credits her mom with straightening up her two boys, who didn’t know “TV have lock off” time. She feels privileged to be surrounded by her love.

Those lessons of perseverance, joy and love have deeply influenced how she leads and how she approaches life.

Music may have been a part of her upbringing, but her first foray into the world of work was at a daycare run by her mom’s friend — a place where creativity was key.

“I got to be a dancer, a singer, a storyteller, and a clown all in one day,” she recalls fondly. This early experience taught her a vital lesson: you don’t have to be just one thing. That flexibility would become her signature in a profession that demanded her to wear many hats — whether as a leader, coach, problem solver, or compassionate listener — in every role, she strives to push the boundaries of what is expected, always seeking new ways to exceed the norm.

Her deep passion for customer service goes beyond just fulfilling tasks about creating meaningful experiences. When asked what customer service means in her line of work, Dawkins says, “It’s BIG, it’s really big. The delivery of customer service feels like oxygen that you need for your survival.”

For her, the evolution of customer service has been a fascinating journey. “Technology has made it so that our responsiveness and communication need to be faster and more agile,” she notes. But even with digital innovations, Dawkins still believes in the value of connection, especially when it comes to life-changing decisions. “The personal touch is still so important,” she says.

This human connection is something Dawkins experienced first-hand during the COVID-19 pandemic. She vividly remembers a phone call from a customer who simply asked how she was doing.

“It felt so good to be asked that,” she says. “It made me want to serve them even better.”

It’s this kind of empathy that she has made a cornerstone of her leadership style. Though she has seen great success, Dawkins admits that her work keeps her up at night. “My brain is always at work,” she laughs. “I’m constantly trying to figure out how to influence behaviour in a way that delivers complete and wholesome service.”

When she reflects on her career, it’s not the individual milestones that she dwells on, but the people she has touched along the way.

“One of my proudest moments has been watching people I’ve mentored step up into leadership roles themselves,” she says.

What she brings to her role is not just experienced but a deep empathy for people, which means that she can understand the struggles of a customer caring for ageing parents or empathise with a young professional facing uncertainty.

“It’s exciting to be a part of someone’s journey,” she says. “Whether it’s a small business owner who started selling from the back of a car and now has a storefront in Half-Way-Tree, or a young adult trying to find their way in the world — knowing you helped in some way feels good.”

Her work ethic is legendary, and her team knows that she demands the best because she gives the best. “Winning a customer’s appreciation takes work,” she says firmly. “You have to be different, be you, and stay crazy in love with serving others.”

Though she has come a long way from her first days as a teller, Dawkins remains as passionate about her work today as she was back then.

“It’s been a fantastic journey,” she says with a smile. “I’m still as excited about it as I was on my first day.“

She offers this advice for anyone aspiring to a career in customer service: “Laugh out loud, it’s so freeing. Be yourself, and never forget that every interaction is an opportunity to make a difference.”