• Created a 5-Year Network Transformation Plan to transform the existing retail branch network, impacting over 200 branches to optimize operating cost• Provided analysis and recommendation for different branch initiatives to support senior executives in making strategy decisions for TD to “own” the best growth market, while optimizing operating cost• Conducted competitive analysis and prepared quarterly reports to monitor TD retail branch position; also to ensure TD continued to be the branch hours leader among major FIs

• Facilitated annual budget planning (Occupancy Expenses and Capital Spending) by analyzing historical expenses and spending to forecast trends based on projects/initiatives planned for 2010 – 2015• Conducted research about branch layout of other banks in different countries to support Branch Redesign initiative to improve customer in-branch experience (convenience, customer service, more engaging, environmental friendly)• Conducted post implementation analysis on converting LED signage of a few pilot branches by reviewing energy usage pre vs. post implementation; also identified candidates for more pilots

• Implemented sales and marketing campaigns to offer new product, increase insurance market penetration and increase product awareness - through collaboration with Marketing, Compliance, IT and Call Centre• Conducted expenses and sales forecast through historical performance analysis when launching new product • Prepared reports to senior executives & frontline sales managers to monitor and report key performance indicators to assess key statistics, costs and benefits of sales activities

• Developed Telemarketing capacity plan & credit card product sales forecast and consistently reviewed with operation directors to improve call centre staffing strategy and sales performance• Developed and administered call centre representative incentive plan to improve representative’s Quality, Productivity & product sales performance• Prepared quarterly Operating Expenses forecast for servicing cost centers and conducted monthly financial reviews with Directors to identify opportunities, risks and future plans • Led International reporting teams from AMEX Europe, Asia & Latin America in Report Metric Standardization project to create & standardize call centre key performance indicators definition & calculation, narrowed gaps between regional differences and provided relevant market comparison for senior management

• Assessed potential partners’ financial performance by reviewing & analyzing corporate annual reports to seek future opportunity for collaboration• Developed strategic options to enhance the existing MasterCard reward (AirMiles) program • Conducted research and compare the credit card industries in UK and North America to strengthen BMO’s strategies to prepare for the launch of a new card product