• Provided day to day Professional Operations Management (POM) program support to the banks Operations Support businesses • Co-designed and facilitate the Introduction to Professional Operations Management training curriculum• Responsible for weekly/monthly reporting specific to POM• Designed and implemented a Data Error database to track and report common user errors in the POM software to the end users which significantly improved data quality• Led the implementation of Real Time Management add-on for the Program which involved training and ongoing support

• Create and manage to the definition of operational performance parameters for the Canadian Collection and Recovery unit including League of Excellence and Incentive plan metrics• Represent the business for champions and incentive metrics ensuring everything is approved and vetted through the Senior Leadership team to align with strategic and financial objects rewarding the appropriate behaviours• Maintain strong relationships with Business Intelligence and Analytics teams working closely to develop and sustain reporting requirements to support metric driven initiatives

Responsible for providing leadership and strategic guidance enabling Operations & Technology to build a best-in-class performance management culture which clearly defines the value we provide to our partners and ultimately to our customers. To achieve this objective, we are focused on bringing together four (4) perspectives: Employee, Customer, Workforce Management and overall Performance Management. From these perspectives we provide the business a way to gain insight on the progress against our strategy and focus employee’s attention on what matters the most. We facilitate the measurement of accomplishments, not just of the work that is performed and we provide a common language of communication.

Supporting Canadian Fraud Operations & Collections and Recovery. Point of contact for all projects, initiatives and day-to-day support for all areas of Business Performance Excellence Group including performance management, scorecard and dashboard building. Monthly and ad hoc meeting requirements including building presentation decks of results and analysis to senior leadership teams. Compile and analyze data to make recommendations for target setting. Ongoing review of business needs to identify opportunities for BPEG support

Coached and lead a team of Operations Officers to deliver strong production results while inspiring them to make connections with their partners and peers to improve the overall customer experience.

Managed a team of Sales professionals to provide an exceptional customer experience while delivering on operational metrics and increasing shareholder value through effective coaching and leadership.