Keith Burt Email & Phone Number

Toronto, Ontario, Canada

Oakright is a human-centered design and professional services boutique firm for the financial industry. I founded Oakright to offer my extensive experience in product management and development, operations management, program execution, and customer service to a broader audience. Oakright is offering services in strategy and foresight, product roadmap and planning (agile), major transformational program structuring and oversight, and resource management. I support all stages of businesses from start-ups to major financial institutions, and everything in between. • Developed product roadmap, strategy, and vision in line with the company’s growth and revenue objectives.• Created forward looking strategic documents based on data, research, and analysis• Lead teams to develop and implement various features in each sprint from analysis to production launch.• Provide coaching and management of program staff at various levels to increase their skills and becoming high performing team members

Toronto, Canada Area

During my time here, I led a team of managers to perform detailed analysis on the existing state of platform delivering all RBC Rewards and Loyalty services (Canada’s largest loyalty program) and leveraging data to drive business decisions. In addition, I delivered a major transformational program, ensured core platform stability, expanded client offerings, and drove growth in market share by leading cross-functional teams. Along with the above responsibilities, I also operated as a key legal, finance, CX research, UX design, development, and testing team member.Some of my accomplishments in this role are:• Served as an owner of policy, procedures, and terms/conditions alignment and delivery while resolving top-level client escalations associated with policy/terms and conditions.• Managed data migration work stream for key multiyear technology investment.• Upgraded major technology by structuring business cases for a multiyear program.

Toronto, Ontario, Canada

As Senior Manager, I strengthened and improved business models and delivery streams by consulting with all major business lines in cards, payments, and banking. Furthermore, I evolved the business design and operating model of the credit card business by conducting analysis, business impact assessment, and proposing and implementing recommendations.Below is my key accomplishment from this role:• Optimized delivery of business capabilities to simplify, automate, and enhance business delivery while creating processes and governance.

Mississauga, Ontario, Canada

As a part of this job, I oversaw routine operations, including leading requirements elicitation / gathering, solution design, user acceptance testing, testing case scenarios / design, coordinating resources, and managing quality assurance processes.Some of my key contributions are as follows:• Delivered exceptional experience to clients by guiding cross-matrix teams.• Spearheaded implementation of Canada’s first voice biometrics in a major financial institution.• Supported business delivery by leading requirements elicitation and identifying opportunities for change.

Toronto, Ontario, Canada

Contact Centre Specialist- Responsible for management of Production and Development support andmaintenance for all RBC Contact Centers. Remote Management of six locationsacross Canada, 24/7/365 on call support- Technical Leader/Project consultant — providing strong technical and proceduralleadership to team of technical analysts and leading Contact Centre Incident Management to ensure stable platform and architecture and streamlined integration to production environment

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Hamilton, Ontario, Canada