Currently with MCAP, one of Canada's largest mortgage finance companies, Ian has been directly accountable for service, sales and retention efforts across Canada. A member of the leadership team, and a key contributor to the strategic direction of the organization's servicing business, he is now responsible for the firm's Digital Transformation efforts, ensuring alignment between people, process and technology as it relates to the customer experience.While leading the MCAP Contact Centre operations, he passionately advocated for employee engagement efforts, that resulted in successive 'Contact Centre Employer of Choice' Gold certifications in 2016/17. Before MCAP, he was responsible for Direct Energy's customer service and ancillary product sales activities in Canada increasing revenue and significant cost savings through vendor consolidation initiatives. He championed efforts to improve quality and to create comfort for customers across the Home Services division, leading both employee and customer 'council’ initiatives while there.At Maritz (Now Bond Marketing) he improved fulfillment operations, and built contact centre capabilities critical to the launch of the Loyalty sector. Ian was the first Canadian employee to participate in the company’s leadership program in the US.At Maple Leaf Foods he held multiple roles leading franchise dealers, senior regional sales/operations positions throughout Ontario, as well as leading cross-functional efforts nationally to improve the fresh bakery supply chain. He participated in the MLF ‘Leadership Academy’ at the Richard Ivey School of Business, and trained as a Six Sigma ‘Black Belt’ during his tenure. Ian has been recognized for leadership, sales and coaching skills over his career and has served as President and Chairman on the Board of Directors for the Homer Watson Foundation. A proven achiever who is passionate about service and employee engagement, he is who you go to when you need to get things done!