- Work with Project Leads and business units to prioritize all variances within the scope of projects by providing input and recommendations in support of the operational users- Create Business Requirement Documents for high priority projects, perform a walk-through or regular status updates to the project team or lines of business - Manage the variance intake process, and participate in the enhancement or upgrading of existing procedures/processes, by gathering/researching relevant data- Identify gaps and champion opportunities in end user processes, procedures and technologies to drive a positive customer experience- Liaise with internal and external sources, colleagues, clients and others to obtain, provide, verify and discuss information and best practices for current or future initiatives.- Work with technology and other partners to create moderate feasibility studies and cost/benefit analysis to clearly depict all possible options and recommended courses of action in relation to any variances found- Communicate all impacts to staff regarding outages, system changes, upgrades and implementations- Manage the implementation of changes and upgrades from an operational perspective- Ability to balance increasing change and the imperativeness of continuously improving the operational effectiveness and performance of Operating Unit

- Audit all Accounts for Credit and C.A.R.E, to identify and coach correct guidelines and procedures to ensure accuracy and quality results- Liaised with Credit and Sales Management to address and action any accuracy trends- Ensure all Sales meet requirements as per business controls on customer accounts to minimized high risk to CIBC - Accountable for monthly Budget for Finance to ensure variances are analyzed and clarified - Liaise with various lines of business to capture and resolve any current issues- Created and communicated Capstone reports, National Business Summary, Sales and Productivity reports which are distributed to Management and other lines of business- Designed and updated CCPI reports for both Credit and C.A.R.E. to identify any load factors above and below targets- Supported and directed newly hired colleges on procedures and policies to guarantee accuracy and quality results- Managed and prioritized high work volumes within business timelines

- Resolved credit inquires utilizing the most current Reviews, Secured and Verification rules in conjunction with the Credit Bureau and financial analysis to complete final decision - Demonstrate initiative and limit escalations by taking ownership and making best judgment decisions on limit increase reviews, hypothecation and secured by providing customer focused solutions at all times - Worked on project for managers to verify applicant’s income with employers- Adjudicate and review customer’s Credit Bureaus and existing accounts on TS2 for processing applications- Respond to incoming telephone inquires and ensure that these inquires are answered promptly and responded to in an accurate, timely and professional manner- Work various queues on the Capstone system and follow up for approval or declined customers applications - Participate in monthly team meetings and give feedback on any issues in the department - Maintain familiarity and proficiency in access, use and ability to navigate multiple network systems in support of products residing on different platforms; adapt to new platforms and application upgrades including the following: Capstone, Total Systems II, COINS, Equifax