Developed and documented templates to govern financial record keeping, scheduling and operational processes. Managed business operations and provided superior level of customer service resulting in sustained year-over-year growth of 160%.

• Created and managed the National Rollout Schedule for ~1,300 branches while ensuring maximum financial benefit balanced with reducing risk and collision with 5 other enterprise projects. • Developed key metric dashboards for senior levels of management for 3 projects (Branch, Remote & Mobile Capture). • Facilitated the delivery and installation of ~10,000 scanners to ~1,300 branches ahead of schedule and under budget. • Represented RBC in the industry-wide courier RFP process resulting in reduced shared courier costs for all banks across Canada.

• Developed templates for communication, change management, planning matrix and test profiles to ensure consistency among team of Process Analysts. • Coached and mentored all Process Analysts on Lean Six Sigma, test profile activities, planning, process mapping and preparing for meetings. • Transitioned non-client-facing activities from the branch into a test-and-learn back office environment. • Eliminated redundancies of tasks and streamlined activities to reduce risks and exposure for the bank and provided the sales associates more time for sales and service.

• Responsible for process design, development, and execution of optimized General Ledger processes in preparation for off-shore resourcing. • Facilitated training for on-site and off-shore resources to roll-out process revisions.

• Developed and executed Business Acceptance Testing on the core payroll system used by 20,000+ clients, 250 test scripts, test data management, scheduling, and tracking. • Led the Quality Team through the testing and implementation cycle for legislative releases. • Provided 3rd level support for the business and exceeded SLA’s for response time. • Automated several processes for efficiency and established new procedures to improve the quality of test data.

• Streamlined and nationalized over 55 payroll processes and procedures resulting in consistent problem resolution. • Increased call quality by 20% through the call monitoring of 50+ service associates (Paytech & Autopay) by identifying common deficiencies and providing solutions. • Trained 4 associates on call monitoring and documentation. • Represented the business during the build and rollout of SalesForce.com.

• Initiated process redesign which increased implementation quality by 11% and service quality by 4%.• Developed and executed training plans for the business unit on various tools for client solutions and time management. • Mentored and supported Executives, direct reports and peers in meeting departmental objectives.• Reported to the Vice President of Small Business Solutions to define and implement Quality goals and measurements. • Developed a cohesive transition training strategy and delivery of documentation for the specific needs of small business clients. • Provided ongoing coaching to the performance measurement analyst responsible for 2 national contact centers. • Developed and implemented an employee reward system designed to motivate staff and improve service.

• Managed a pilot project to launch ADP’s first internet payroll product. • Developed and executed unit and business acceptance testing. • Responsible for the development of the Help application and e-Learning tools with multiple 3rd party vendors. • Created, documented, and facilitated all training for management and staff.