Dave Burch Email & Phone Number

Canada

• Managed 5 teams within Recordkeeping with the goal of improving our customer experience. Teams included our client relationship teams, our dealer relationship team and our contact centre.
• Represented the business department on steering committees created to oversee the launch of new technology initiatives.
• Created annual team goals and departmental roadmaps.
• Received very high employee engagement scores on staff surveys.
• Created policies designed to improve efficiencies and decrease risk.
• Worked with internal and external auditors to ensure clean SOC Audit reports.

• Managed a team of business analysts, across a wide array of client-facing products.
• Represented the product area as the business owner on various key, large-scale corporate projects.
• Chaired monthly departmental strategic planning sessions.
• Owned global vendor relationships from a product standpoint.
• Senior oversight of the product testing strategy, including chairing the planning sessions, reviewing the test scripts, and validation of the final results.
• Member of our Business Continuity Planning committee.

• Managed an I.T. team consisting of business systems analysts and night operators.
• Owned the relationship with our main system vendor.
• Performed process reviews in order to identify gaps, develop new action plans and suggest process optimizations.
• Coordinated all business continuity planning on behalf of our department.
• Provided training to end users on new developments and new procedures as required.
• Represented I.T. for all systematic and manual conversions.

• Developed and automated a new version of the client statement, saving the company over $150,000.
• Streamlined the monthly reporting process, improving both quality and timeliness.