The Strategy & Performance division drives service performance to new heights. As the Manager of the division, I oversee the Leaders of five dynamic teams (Technology, Policy & Strategy, Operational Excellence, Projects, and People & Budget) totaling 42 people that collectively address our client’s most complex business challenges. In concert with my leadership team, I manage client relationships, frame problems, and advise senior leadership on transformational change and capability building. Collaborating closely with internal clients, I guide the strategic direction and prioritization of projects, leveraging data-driven insights and empowering cross-functional teams to craft innovative, tailored solutions. Notable accomplishments:• Managed a total annual operating budget of $30+ million for multiple service lines.• Led the creation of a transformative strategy to modernize services by digitalizing dozens of processes, modernizing web presence (including automation of self-serve functions), introducing a new CRM, and supporting cultural change.• Led the creation of a transformative strategy to re-imagine employee learning and development by creating a new learning management system, new succession platform, workforce planning process, and supporting leadership through cultural change.• Served as executive sponsor for a $30 million legacy system replacement project.• Led the design and implementation of organizational design changes for multiple service lines.• Led the creation of multi-year budgets and business plans for multiple service lines.• Sponsored the design of a new program evaluation framework for taxation for City Council.• Led the design and implementation of a new issues and risk management process.• Implemented scaled agile and agile project management into our client’s innovation framework. • Sponsored an Equity, Diversity, Inclusivity, and Belonging (EDIB) committee.

In this role, I provided operational and project leadership to the Valuation division. During this time, I led different portfolios and teams. In the most recent portfolio, I oversaw five teams, totaling 45 people. We were responsible for the annual statistical valuation, customer engagement, and appeal management for approximately 550,000 properties (which generated more than $1.2 billion in annual municipal taxes).Notable accomplishments:• Represented tax policy within the Financial Task Force, a collaboration with diverse experts aimed to improve financial resilience and modernize financial practice at The City of Calgary - Co-authored the final report to City Council.• Led a transformation of appeal management, overcoming a historically adversarial process to become a national leader in collaboration with industry and financial risk mitigation. - Reduced the amount of tax revenue loss by 71% from 2017 to 2021. - Reduced the inventory under appeal by 54%.

In this role, I was responsible for leading the development of statistical models, market research, performance measurement, business planning, and strategy development. Notable accomplishments:- Led a project that consolidated residential models from 23 to 8, creating an operating efficiency of 61%.- Led the re-assessment of flood affected properties in 2013, radically changing our processes to improve customer experience during this difficult time. Appeal losses fell to all-time best results in affected areas. I later presented on this topic at international conferences and consulted for jurisdictions in Australia, Denmark, and the United States

In this role, I provided operational and project leadership to a 3-person team that was responsible for overseeing and supporting the assessment complaint process at all levels (Review Board, Court of Queen’s Bench and Court of Appeal). This included facilitating collaboration between our counsel and business experts to develop tactical strategies and negotiating settlements to mitigate financial and reputational risk to the corporation. Highlights:- Led one of the most successful years in modern history, achieving a -0.8% loss compared to the preceding 5-year average of -1.9%- Led the successful settlement of nearly 100 court actions, cleaning up years of backlog.- Restructured our relationship with internal counsel, supporting a much more productive environment.

In this role, I was responsible for real estate valuation for taxation purposes, resolving customer inquiries, and managing appeals in a quasi-judicial setting, including negotiating settlements where appropriate. In this diverse role, I created regression models to value real estate, interacted with thousands of customers, and formally advocated on behalf of The City for nearly 1,000 appeals.