Cat (Catherine) Bates Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

Transforming Access Management in Canadian Personal Banking through automation, process re-engineering and design.

I lead the adoption and execution of key elements of the Next Evolution of Work (NEW) Agile operating model to achieve Canadian Personal Banking (CPB) objectives, customer outcomes and program efficiencies, while championing the model across impacted and external CPB stakeholders. Executing on large transformational change, I lead with empathy and work.

I function as the Chief of Staff for the VP of Canadian Banking Contact Centers (CBCC), serving as a thought partner and responsible for developing, evaluating and prioritizing strategies to optimize key results such as customer experience, revenue growth, cost reduction, colleague satisfaction and compliance. I am responsible for and oversee the primary.

Responsible for supporting the VP of Canadian Banking Contact Centers (CBCC) in developing, evaluating and prioritizing strategies to optimize key results. Oversaw the primary relationship with the Canadian Personal Banking Product partners; leading a team of Strategic Initiatives Managers (SIMs) who each owned a portfolio within the Contact Centre and.

Responsible for helping to build the key priorities for the Canadian Banking Contact Centre and executing on our vision to pursue excellence in contact centre customer and colleague experience, while connecting with customers in moments that matter. I also owned the relationship between Contact Centre and my product partners in Everyday Banking, Personal.

As the face of Workforce Management for my business partners in Credit Cards, Small Business Banking and Merchant Solutions, I am a trusted advisor, sought after for guidance regarding matters relating to scheduling, forecasting and planning focused on improving the employee and customer experience. I am responsible for understanding and identifying the.

Toronto, Canada Area

Responsible for leading Workforce Management strategic initiatives that have an impact on all lines of business across the North American Phone Channel.

Toronto, Canada Area

Manage a team of Business Analysts providing overall Workforce Management expertise for the Canadian Branch Banking Network with a focus on how scheduling effectiveness can impact shareholder value and improve customer and employee experiences.

Responsible for supporting the scheduling/forecasting/planning process for Canadian Branch Banking. As the Subject Matter Expert for Effective Scheduling, successfully delivered presentations to all levels of management and executives across the Canadian Branch Banking network.

Through comprehensive statistical analysis, calculated and validated the staffing impact to all projects affecting the Branch Banking Network. Sought out metrics and feedback from multiple areas post-implementation to validate project results and provide opportunities for future success.

Responsible for coaching 22 Advisors in 6 branches throughout the North York District to ensure job accountabilities achieved