Christopher Sullivan Email & Phone Number

Toronto, ON, CA

Toronto, ON, CA

Toronto, ON, CA

Leading a medium sized (24 FTE) internal QA function within the North American Customer Contact Centre; driving improvement of the customer experience through quality and compliance monitoring, reporting, and change management.Key accomplishments include:> Spearheaded significant modernization efforts - updating tools, documentation, right-sizing teams.

Toronto, ON, CA

Enterprise AML Audit mandate - responsible for planning and executing independent assessments of AML operating groups across Personal & Business Banking, Wealth Management, Capital Markets lines of business, as well as centralized groups (Enterprise AML Office, AML Financial Intelligence Unit, Business AML COEs) and decentralized international offices.

Toronto, ON, CA

Accountable for management and support of change initiatives impacting the Commercial Front Line and their supporting functions; ensuring alignment of financial, people, process, and technology impacts to Commercial strategy, policy, and programs. Identified operational risks associated with change, monitoring successful implementation across Core.

Toronto, ON, CA

Led a medium sized team (11-21 FTE), Interviewing, hiring, management of employee salary and incentive pay.Sole employee leader of P&CPO Canada's Lean Six-Sigma program - delivered content to Management and Senior Management teams, facilitated problem solving sessions, defined baseline metrics and KPIs for departmental measure, prioritized allocation of.

Toronto, ON, CA

Perform fulfillment tasks for commercial banking partners in a fast paced environment. Key accountabilities included analysis of credit applications, preparation of legal documents, interpreting and triage of Line of Business requests to a medium sized team (20).

Toronto, ON, CA

Responsibilities included managing branch operations through implementation of effective processes, working as primary contact point for customer escalations, coaching, scheduling, and the professional development of four full time and three part time direct reports.Key accountabilities included growth of branch customer base with deposits totaling ~$300MM.

Toronto, ON, CA

Success in the role stemmed from excellent communications, intuitive understanding of customer needs, and efficient fulfillment of requests. I developed a well rounded understanding of branch processes by working directly with ABM to learn and assist with operational tasks.

Ba, English Literature

Education record