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25+ years experience in leading effective teams with achievements in employee performance development, leadership coaching, strategy and project leadership, operations management, talent development, and employee retention. Demonstrated aptitude for managing change; firm believer in employee engagement and organizational learning principles. A client-centric approach combined with effective operational management and and employee performance improvements that get results and achieve business objectives.
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Senior Director - Credit Cards Contact CentreCibc May 2020 - Aug 2022Toronto, Ontario, CanadaLed a team of 1200+ colleagues in providing exceptional service to CIBC personal credit card holders. Accountable to CIBC for the business results of the credit cards channel and for all aspects of operational management inclusive of recruitment, leadership and employee development and overall business performance. -
Senior Director - Client Experience StrategyCibc Aug 2018 - May 2020Toronto, Ontario, CanadaAccountable for the client experience strategy and associated results for core CIBC contact centres. Developed and launched inaugural leadership development program for all new leaders to the channel. Designed and delivered employee coaching programs to all national leaders. Successful in achieving targeted client experience and employee performance results. Year over year improvement in JD Power and IPSOS client experience benchmarking ratings.
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Senior Director - Talent DevelopmentCibc May 2017 - Aug 2018Toronto, Ontario, CanadaEnabled employee training, coaching and development needs for Contact Centre and Banking Centre channels. Active demonstration of communication, relationship management, and consulting skills utilized with multiple channels and partners to ensure training and talent solutions were both collaborative and effective.
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Senior Director - Change Management & CommunicationsCibc Sep 2014 - May 2017Toronto, Ontario, CanadaLed development of change management plan and associated initiatives for strategies requiring operational changes in employee and leadership behaviour. Recognized for successful design and execution of change strategy to ready new employees and leaders to deliver exceptional client experiences while also achieving both individual and business results. Accountable for development of executive communications to frontline and leadership employees.
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Senior Director - Operational Effectiveness & Client ExperienceCibc Jul 2012 - Sep 2014Halifax, Nova Scotia, CanadaPromoted from Director to Senior Director with expanded portfolio including all core Contact Centres nationally. Utilized both client and employee centric approaches to ensure strategic alignment of client needs with required employee capability. Accountable to pillars enabling performance inclusive of recruitment, training, performance management, coaching, and leadership development.
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Senior Manager - Operational EffectivenessCibc Apr 2008 - Jul 2012Halifax, Nova Scotia, Canada
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Senior Manager - Sales EffectivenessCibc Apr 2007 - Apr 2008Halifax, Nova Scotia, CanadaLed strategy to close frontline and leadership sales performance gaps inclusive of sales training programs, call flows, and sales management training. Led national operational implementation of product campaigns launches. Led national employee retention strategy with mandate of expediting performance success in 1st year of hire. Implemented gap assessments and site operations reviews. Partnered with Client Experience in ‘sales through service’ strategy.
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Senior Manager - OperationsCibc Jul 2004 - Apr 2007Halifax, Nova Scotia, CanadaLed contact centre operations for multiple lines of business including Targeted and Non Targeted Sales, Credit, Internal Help Desk and Small Business clients. Provided effective leadership to 10 team leaders and 400 sales and service staff to achieve high performance levels. Led, motivate & coach team leaders on managing performance through employee-centric practices that achieve both client and business objectives.
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Manager, Learning And Employee DevelopmentCibc Jun 2002 - Jul 2004Halifax, Nova Scotia, CanadaLeading a team of 5, responsible to manage all learning requirements for frontline agents and leadership team in a Contact Centre of 450 employees. Responsible for implementation and continuous improvement of all new hire and training processes. Partnered in design and led facilitation of leadership training including Time Management, Sales Management, Change Management, Employee Relations and other performance improvement programs.
Krista Canning Skills
Krista Canning Education Details
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Human Resource Practices -
Counsellor Training Institute Of CanadaCounselling -
Psychology -
Adult Education
Frequently Asked Questions about Krista Canning
What is Krista Canning's role at the current company?
Krista Canning's current role is Adventure Seeker.
What is Krista Canning's email address?
Krista Canning's email address is kr****@****ibc.com
What is Krista Canning's direct phone number?
Krista Canning's direct phone number is +141678*****
What schools did Krista Canning attend?
Krista Canning attended Cornell University, Counsellor Training Institute Of Canada, Mount Saint Vincent University, St. Francis Xavier University.
What are some of Krista Canning's interests?
Krista Canning has interest in Social Services, Civil Rights And Social Action, Education, Human Rights, Arts And Culture.
What skills is Krista Canning known for?
Krista Canning has skills like Leadership Development, Training, Strategic Planning, Coaching, People Change, Sales Operations, Retention Strategies, Internal Communications, Employee Engagement, Operations Management, Banking, Process Improvement.
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Krista Canning
Canada
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