Mandy Lee Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Canada Area

• 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

Toronto, Canada Area

• 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.
• 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

Hong Kong

• 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

Toronto, Canada Area

• 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.

Toronto, Canada Area

• 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