Curtis Ryan Email & Phone Number

Toronto, On, Ca

Advice Centre National Office, Mississauga

Reporting to the Senior Director Product Strategy & Transformation, responsible for the implementation of new technologies to enable our advisors across the country to improve customer satisfaction and to speed first contact resolution in all lines of business.• Launched a new platform for advisors to more rapidly discover the resources and procedures required to assist customers calling into the centre.• Launched the Intradiem system which provides our agents a virtual advisor to assist in managing customer calls and improving their scheduling throughout the day.• Provided guidance to the product owner and advised on the creation of a new Salesforce platform for the Advice Centre. Capabilities included onboarding, call wrap, offer management, static data

155 Wellington Street, Toronto, On

Reporting to the Senior Director Operations & Technology, responsible for the implementation of new technologies, overseeing the Salesforce platform and the management of all of the internal and external vendors. • Co-created the O&T strategic roadmap for DI. Constituent projects have been transformational to the DI business including: an account open system that reduced branch originated accounts by 80% for in scope items, CRM, a contact center hardware lift that improved app response by 20%.• Network and meet with technology strategists throughout the bank and external vendors to evaluate technology that could be used within the DI space. • Led the selection, design and implementation of the Salesforce CRM system. The MVP product was implemented in under a year, while Phase II expanded the product to the DI contact centre and involved the migration of 1.3MM client records.• Create and prioritize the Salesforce multi-year roadmap and collaborates with the team building new capabilities for the DI CRM. • Manage the DI vendor portfolio fostering meaningful and mutually beneficial relationships. Working closely with the procurement and vendor management teams to ensure the lowest cost and conformity to internal standards. In 2020 FY: $1.1MM in savings and cost avoidance. • As Co-Chair of the RBCC building Health & Safety committee, oversaw the creation of a new H&S internet site, provided support to managers reporting workplace incidents and ensured all standards met for annual government reporting.

Singapore

• Engaged executives, stakeholders and SMEs in assessing the capabilities of the organization and identifying key areas for lift• Co-authored the Asia WM Platform RFP and then led the data migration team designing all data migration and transformation routines and reconciliation requirements. Implemented on-time and with no defects reported post migration.• Assisted RBC Hong Kong’s brokerage business in identifying lagging/leading business areas, defined business optimization opportunities, and created a new compensation model for the sales force using data modeling, cost/benefit analysis and consultations with staff and senior management.

Two year rotational program designed to introduce members to various aspects of the Wealth Management Business at RBCCompleted RotationsStrategic Planning - RBC Direct InvestingRBC Equity Portfolio Advisory Desk - RBC Dominion SecuritiesInvestment Advisory Group - RBC Global Asset ManagementBusiness Solutions and Architecture - RBC Global O&T

• Led integration of all Operational functions from CitiCapital into the GE structure.

• Led all Leasing Operations for Canadian unit of CitiCapital including: Contracts Processing, Cash, Customer Service and matrix responsibility for Collections.• Member of the Senior Management team for CitiCapital Canada and the Operating Committee.• Managed staff of six officers who supervised 30 direct reports and 15 indirect staff.• Led seamless integration (Citi side) of CitiCapital Canada into GE Capital Canada.• Led Operations team to consolidate two systems, creating a single, integrated, business platform.• Responsible for the overall risk and control environment for the Canadian Operations unit.

Managed the Contracts Processing and Accounts Payable units for CitiCapital Canada (ten staff members), headcount was reduced by 25% through efficiency gains.Increased efficiencies by consolidating seven systems into two.Created and led a company-wide policy review committee to ensure adoption of best practices and harmonization of policies.Active talent management led to numerous promotions from the teams within the company.

Appointed to a transitional management role to support the sale of the UK unit to acquiring company.Accountable for all Operations functions for the UK unit of CitiCapital (Approximately 27 staff and three managers).Created and managed a full compliance testing program for internal controls (SOX reporting, Operational risk).

Designed and led the implementation of a new system interface, enabling cost-saving direct processing, reducing headcountManaged integration of two legacy processing systems into a single system.

Managed a staff of 20 in three distinct and separate processes.Accountable for unit control and compliance: process review, documentation, and audit defense.Focused on process redesign and efficiency management.Reduction of headcount by 10% with no impact to process.; 18 month, international, rotational operations training program - designed to fast track talent into management positions. Limited class size of 15 to 20 people selected from hundreds of applicants throughout the entire global operations organization.

Managed a $2.4M initiative to create an Internet front-end for the Global Loans Corporate business.

Managed six people who booked lease contracts and executed all contract changes.Volume increased 40% with no add to staff, while overtime reduced 80%. Integrated two new companies acquired in 2000, this involved project management, hiring, change management, and budgeting.

Supported a number of trading desks and became familiar with all aspects of swaps and options.

Masters, Business Administration

Selected for an international marketing consulting project with a team of ten international MBAs and designed a market entry strategy.

Bachelors, Honours Political Science & Economics