Kushalini Pathmanathan Email & Phone Number

Toronto, On, Ca

Toronto, On, Ca

Toronto, Ontario, Canada

Provides overall leadership and performance management of the Fraud Operations teams at Tangerine. Responsible for achievement of business plan & customer and operational KPIs for Inbound, Detection, Prevention and Claims Fraud Teams. In conjunction with the VP and senior leadership team, responsible for the long-term strategic direction of the business line. Takes a leadership role in pursuing strategies to improve customer experience, fraud losses, operational efficiencies and organizational effectiveness. Partners with the senior leadership team to establish and maintain metrics for measuring, evaluating and benchmarking quality performance, customer satisfaction. Responsible for effective HR management of large unit, development of a strong management team and maintaining a high level of employee engagement. Builds strategic relationships and key partnerships both internally and externally.

Toronto, Ontario, Canada

Provides overall leadership and performance management of the Fraud Operations teams located in Ottawa and Markham, supporting Mastercard and day-to-day banking fraud mitigation programs for Scotiabank and Tangerine. Responsible for achievement of business plan & customer and operational KPIs for Prevention and Detection Fraud Teams. In conjunction with the SVP and senior leadership team, responsible for the long-term strategic direction of the business line. Takes a leadership role in pursuing strategies to improve customer experience, fraud losses, operational efficiencies and organizational effectiveness. Partners with the senior leadership team to establish and maintain metrics for measuring, evaluating and benchmarking quality performance, customer satisfaction. Responsible for effective HR management of large unit, development of a strong management team and maintaining a high level of employee engagement. Builds strategic relationships and key partnerships both internally and externally.

Toronto, Ontario, Canada

Lead and coordinate the execution of the initiatives identified in the Contact Centre Strategy to ensure all elements of the project are being delivered as planned, on time and on budget, and are aligned with stakeholder expectations. Provide strategic direction and support for the project resources supporting analytics and project management. Supports Change management and marketing, learning and coaching, channel and CX experience, knowledge management and sustainment.

North York

Responsible for the strategic outsourcing design along with managing all outsourced relationships for the various products in addition to, Tangerine Investment Management Inc and Tangerine Investment Funds Limited. Accountable for the for the coordination of non-financial Risk activities for the businesses ensuring the Enterprise Risk Management Framework is applied consistently and effectively mitigating the non-financial risk exposure for the bank. Align outsourcing relationships with the business and Bank’s long term strategic objectives. Accountable for overall vendor performance, business contingency plans and annual outsourcing reviews. Assume on-going responsibility to review operational expenses related to vendor relationships and evaluate opportunities to find business and contractual efficiencies to drive scalability.

Toronto, Canada Area

Execution of the ABM strategic plan across the entire network, including Off-Site ABMs for Scotiabank. Accountable for the P/L of the ABM channel. Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge with both internal and 3rd party vendors.

Customer Experience, Canadian Banking

Canadian Customer Contact Center