• Canada Workstream Lead for Consumer Operations providing project management and consulting skills to drive and execute process improvement and technology projects resulting in cost saves c $1mil• Forges close working relationships with local and global level management to ensure solid delivery, implementation and market interlocks• Drives the adoption of new technology and innovation by leading robotic process automation (RPA) and Virtual Assistant implementations • Manages high quality execution delivery to build a more customer centric, efficient business through continuous improvement, Lean Six Sigma and Operations Excellence• Conducts end-to-end reviews of business service areas to identify opportunities for re-engineering, automation, migration and workflow• Lead multiple migrations to HSBC Global Service Centers which entails current & future state mapping, streamlining, learning curve creation, chairing governance meetings, Go-Live, and Business As Usual

• Conducted strategic assessments of processes and presented detailed recommendations to stakeholders• Instrumental in identifying opportunities and re-engineering processes to improve efficiencies and resource utilization • Acted as a liaison between Operations and Lines of Business ensuring open communication and problem solving• Awarded Most Innovative Project by Operational Performance Improvement – Global Service Delivery in 2014

• Produced robust and accurate documentation such as Business Impact Assessments, training plans, current and future state maps• Managed global migration projects involving Canadian domestic processes to HSBC Global Service Centres through the project lifecycle ensuring the delivery of the projects are on time and within budget• Instrumental in creating the Risk and Control Assessment documents for Global Resourcing

• Assisted in the management of migration projects of Canadian domestic processes to HSBC Global Service Centres from beginning to end ensuring the delivery of the projects are on time and within budget• Identified processes that could be migrated or re-engineered to increase efficiency and productivity • Facilitated mapping sessions to document current business procedures and future state designs• Developed spreadsheets and documentation to support metric requirements, tracking mechanisms, and quality assurance• Instrumental in creating the Risk and Control Assessment documents for Global Resourcing

• Lead for Account Onboarding, providing quality customer service and tools to enhance client banking profiles• Organized and managed on average 40-50 DSA/TFSA applications per day, ensuring the specified criteria were met and adhered to bank policies and regulations

• Lead person for new account introduction providing quality customer service and tools to enhance client banking profiles• Organized and managed on average 40-50 DSA/TFSA applications per day, ensuring the specified criteria are met and adhere to bank policies and regulations• Generated timely results and status updates to ensure a smooth transition in the account opening process for clients