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(705) 618-2069


15+ years of management experience at HSBC Bank Canada and Scotiabank, with in-depth knowledge of
personal and business banking. Successive career progression with increasing roles of responsibility.
Distinguished 10+ year career managing high-performing teams at financial institutions focused on business
growth and delivering great customer experiences.
Proven ability to realize business strategies by consistently executing programs designed to surpass customer
expectations, drive sales, and increase productivity.
Repeatedly awarded for customer service excellence and creative innovation. Described by colleagues as
passionate leader who inspires trust, teamwork and commitment from all business levels. Solid reputation for
building energetic teams and cultivating relationships for success.
Key Skills:
Sales Management
Business Development
Risk Management

Relationship Management

Service Management
Performance Management

Assistant Vice President of Strategic Programs, Commercial Banking

2010 2013

Directed and coordinated actions of project teams for successful initiation, planning, and execution of complex
and large-scale strategic programs that spanned across multiple job functions and lines of business.

Strengthened quality of client records by operating $2M budget for Anti-Money Laundering (AML) program
including; remediation of high-risk deficiencies, offshore of data processing, and updates to core systems.
Reduced project costs by $700K and scheduling by 1 year; proactively acquired vendor to collect Know Your
Customer (KYC) information and comply with external regulations.
Managed time-sensitive Post-Account Opening project that resolved backlog of 6K files; completed 97% of
reviews ahead of business plan and expedited closed percentage of files from 33 to 75%.
Decreased Sales Manager administration time and mitigated credit risk by supplying program management
and business consulting for multi-million dollar commercial lending initiative; delivered business goals of
increasing revenues, controlling expenses, and enhancing overall client experience.
Initiated assessment of risk exposure to information security of server data; organized restructuring of
document folders with benefit of enriching employee satisfaction and risk management.
Coached and mentored Project Managers, ensuring high levels of employee capability and engagement.
2008 2010

Senior Manager, Business Transformation


Recruited by COO to manage medium-sized projects. Partnered with business groups to execute, influence, and
achieve critical strategies that lowered costs, stimulated business development, and improved customer service.


Generated $3.1M in cost-savings with deployment of 2-year project plan to offshore 78 full-time equivalent
(FTE) units to Centres of Excellence; facilitated employee training and making decisions based on strong
business and technical acumen.
Created consistent customer experience from centralized functions by spearheading national launch of
Account Opening Centre; provided presentation materials and scripting for complaint resolution.
Streamlined branch operations; developed and implemented workflow solution meeting business requirement
of creating positive employee experience with added value of optimizing client care.
Headed series of strategic initiatives, on-time and under budget, that controlled operational risks, maximized
process efficiencies, and made a difference in both employee and client lives.


(705) 618-2069

2004 2008

Senior Manager, Customer Service


Reporting to Branch Manager, supervised service delivery and maintained day-to-day operations within largesized corporate branch of 32 employees. Oversaw hiring, development, and performance of staff.

Enhanced results of Branch Employee Engagement Index from 75% to 92% within 1 year; gained benefits by
rewarding teamwork to identify new ideas and adopt best practices.
Showcased as #1 district leader in Mystery Shopping with top scores of 100% over 3 consecutive quarters.
Reached 130% of referral targets through strong leadership; aligned with sales staff to cultivate deeper client
relationships and stimulate sales growth through new business acquisition and retention activities.
Improved operational efficiencies; praised for exceptional unit during Branch Effectiveness Review.
Earned recognition from Senior Executives during local community luncheon for submission of process
improvement opportunities that increased productivity and client satisfaction.
Authorized as Branch Compliance Officer (BCO), ensuring suitability of all mutual fund sales and transactions.
2003 2004

Manager Sales and Service Design


Planned and executed change management programs and launched new financial products and services across
branch network in compliance with external regulations and internal procedures.

Outperformed financial services industry benchmark Employee Engagement Index by supplying tactical and
communications support to Branch Managers.
Promoted quality and continuous improvement of existing processes to drive sales profits and market growth
by implementing tools that simplified and standardized procedures.
Negotiated with sales and service management teams on changes in policies and procedures affecting
branches and customers; influenced decisions during meetings acting as Subject Matter Expert.
2001 2003

Manager Customer Service

SCOTIABANK, Burlington

As leader of 18 service and support staff at high-traffic retail branch, collaborated with sales management to
achieve department sales goals through regular coaching, performance management programs, and recognition
practices. Participated in sales activities to develop lasting relationships with new and existing customers.

Sustained $1.5M renovation and merged 2 branches while overseeing all aspects of branch operations.
Approved mutual fund sales of licensed Mutual Fund Representatives, acting as Branch Compliance Officer.
Attained satisfactory general and credit audit reviews.
Won Top Service Officer of the Year award in 2002 and 2003.

1996 2001

Service Manager, SCOTIABANK, Sudbury

CMB Business Management Quarterly Award, HSBC Bank Canada, 2012
Great Ideas Awards, HSBC Bank Canada, 2009 & 2008
Top Service Officer of the Year, Scotiabank, 2003 & 2002

Bachelor of Commerce Honours, Laurentian University, Sudbury