Evolving Talent Development strategy to meet the changing business needs of a 950,000+ member-based organization. With up to 6 direct reports, led the team in design and delivery of customer service and technical training for 500+ employees. Lead the succession planning and leadership development for 200+ managers and emerging leaders. Working with the CEO, lead a culture transformation initiative. • Coached emerging and experienced leaders enrolled in the foundational leaders’ program or through 3-way coaching agreements initiated by the sponsor (their direct leader) and some ad hoc requests• Led the redesign of a foundational leaders’ program to sustain learning: coaching, mentoring, 360 feedback and Insights® Discovery personality preference tool.• In collaboration with the executive team, identified and researched vendors and successfully designed and implemented a customized leadership development program for experienced and senior leaders.• Completed a review and analysis of aspirational culture traits and successfully identified key behaviours required to begin to transform the culture.• Lead the organizational change management/communications strategy for a major HR system implementation.

Drove amazing customer experiences, team engagement, operational effectiveness, revenue ($150M), expense ($14M) and risk management. Led 12 direct reports, leading 190 non-management employees across 14 sales and service locations (6 unionized) in BC.• Drove a 2% improvement in an already strong Member Satisfaction Score through initiating customer observations, identifying gaps and implementing tactics to improve the customer experience.

Managed insurance operations including Product, Underwriting, Claims and Administration with $300M in revenue. Led a team of 5 managers leading 50 employees.

Led the implementation of a new travel vision and strategy, developed and managed annual business and financial plans for a business unit with $85M in revenue. Led a team of 4 Managers. • As Project Manager, successfully led a large scale travel transformation project leading 8 cross-functional teams (50 people in total) from all levels of the organization including external consultants.

Managed revenue and expenses, product development, supplier contracting, service level agreements and relationship management. Led 4 Managers and 2 non-management.• Integrated branded holiday operation back into BCAA after having been outsourced to an external supplier resulting in better quality control and improved customer service.

Developed and procured retail travel products including air, cruise, land and specialty products. Led a team of 8.• Negotiated and led the procurement and sale of 900 risk cabins for Alaska cruises resulting in $500M+ profit.

Procured travel products, managed supplier relations, advertising, promotions and agent training. Managed a team of 2.• Successfully navigated through 9/11 and Canada 3000 Airlines failure by providing ongoing communication and strong leadership while utilizing well-developed supplier relationships to secure information quickly, mitigate revenue loss and manage the customer experience.