Chris Anderson Email & Phone Number

Halifax, Ns, Ca

Halifax, Nova Scotia, Canada

Ontario, Canada

Successfully leads a high-performing team of over 500 employees, including up to eight senior managers and over 40 team leaders across multiple lines of business • Accountable for the long-term strategies of the National Investment team, Chat and Social Media Contact Centre, and Inbound Telephone Banking • Leads strategic plan development and project implementation resulting in increased call centre queue efficiency• Consistently achieves productivity, revenue, compliance and client targets across multiple business unitsHIGHLIGHTS AND SIGNIFICANT CONTRIBUTIONS• Co-led COVID-19 initiative to successfully transition back to BAU, resulting in increased NPS and decreased staff absences• Responsible for revamping “Telephone Banking A-bay program,” resulting in improvements in program duration and a more comprehensive role structure• Speaker at two Ignite sessions on the Experienced Leaders panel• Sponsor of the Green and Sustainability Committee

750 Lawrence Ave W

Effectively managed the long-term workforce strategies and budgets across nine lines of business. • Responsible for the workforce plan for over 3000 full time staff and a budget of over $220MM.• Built relationships with business leaders by partnering to develop strategies to improve productivity and business efficiency• Influenced transformational business decisions on multiple large-scale projects by providing in-depth analysis and sharing key insights to ensure project successHIGHLIGHTS AND SIGNIFICANT CONTRIBUTIONS• Successfully saved $13MM by partnering with business stakeholders to create and implement strategic initiatives that improved business performance• Co-developed a competency assessment tool for the long-term forecasting team • Took on leadership of the projects side of the business to enhance communication between planners and projects, which resulted in planners being more involved and leading project assessments of their own

595 Bay

Led a team that drove strategic initiatives to improve employee capability within Contact Centres, Banking Centres and Mobile Advice.• Partnered with line of business leaders to create fiscal learning plans, including budgets and overall strategic direction• Guided critical decisions resulting in the successful implementation of the following projects:o Project ECCO (Telephony Transformation)o FSRDP (Financial Service Representative Development Program) o MADP (Mortgage Advisor Development Program)o MICDP (Mobile Investor Consultant Development Program)HIGHLIGHTS AND SIGNIFICANT CONTRIBUTIONS• Successfully led project team to achieve all timelines for multiple work packages• Utilized relationship building and influencing skills to clear obstacles for multiple concurrent projects

Responsible for improving business performance by gleaning key insights from in-depth reporting and analysis for multiple lines of business.• Introduced new and innovative reporting which provided business leaders with tools to successfully manage performance• Successfully maintained the contact centre DOE budget within plan, ensuring all associated tasking was achieved

Effectively led a team of frontline managers across multiple queues to achieve and exceed business KPIs while maintaining top quartile employee engagement, overall ESAT and MPI scores