Accountable for the business planning, forecasting, reporting and leading a broad scope of functions and staff. Responsible functions include; Contact Centre, WorkForce Management, Document Management, Account and Trade Processing, Account Corrections, Investor Taxation, Estates, User Acceptance Testing, Project Intake & Execution, Change Management, Incident Management, Vendor Management, Learning & Documentation and Data Analytics. Selected Accomplishments:• Implemented business process changes that yielded a $2M annual save• Spearheaded the creation of a fact-based data culture. Realized a 25% improvement in processing efficiency• Through automation initiatives, increased straight through processing (STP) transactions by 10%• Transformed Customer Perception results moving from bottom to top quartile, as tracked by Environics industry benchmark survey• Redesigned the Statement & Tax program moving AGF's delivery ahead fo industry peers• Deployed employee engagement strategies that resulted in a 15% decrease in attrition.• Successfully migrated 280 staff, technology and processes on time, on budget and with no service disruption.

Responsible for the management of third party back and middle office teams supporting 34 asset managers within the Financial Services Industry. Functional responsibilities included; vendor management, incident management, regulatory governance, business analysis, service delivery, taxation, learning & development. Mandate included business planning, forecasting & reporting, and the development and implementation of controls and key business performance measurements. • Leading the vision and strategy, successfully implemented a new Business Process Management (BPM) tool. Results include; $2M expense savings, zero audit finding environment and deeper customer engagements.• Identified and implemented new processes to support the Foreign Account Tax Compliance Act (FATCA) regulations and increased revenue $0.5M annually with a new service offering.• Introduced document recognition software (OCR, ICR, OBR) to the scanning process, improving quantitative and qualitative results and shrinking cycle times by 20% year-over-year• Automated tax filing process eliminating all manual calculations, tax form production and CRA XML file generation. This enhancement improved cycle times to 1-month ahead of regulatory deadlines as well as increased data integrity by 25% and eliminated the need for subject matter experts. • Implemented and managed a regulatory change control process to monitor regulatory changes, assess impacts to business and suggest necessary steps to comply with changes.• Collaborated to create the Canadian transformation roadmap. This long-term vision included integration with new call centre infrastructure, workflow, reporting and knowledge base applications.

Unisen was a company created by AGF to handle the front, middle and back office roles of asset managers across Canada. Primary responsibilities included managing back office operational teams that covered processing, error corrections, trade deficiencies, out-bound calls and change control. As a result of the success of this start up, Unisen was acquired by Citigroup in 2005

Accountable for developing the strategic direction of teams and managing the daily service results to ensure alignment with departmental objectives.