Michael Ryan Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Taking my skillset to HomeEquity Bank, solving business problems that enable digital transformation, operational excellence and improved customer, partner and employee experience.• End 2 end process design / redesign supporting an optimized CX / Digital future state• Process optimization for Sales and Operations initiatives (including Consumer and Broker channels)• Thought leadership and insights into operating metrics• Celonis process mining

Toronto, Ontario, Canada

Process, people and technology change delivery of award-winning strategic initiatives across Canadian Banking Operations, Digital, Mobile & Retail Sales end-to-end journeys. Executive business "voice,” holding progressive roles, each driving productivity, speed, cost and efficiency, as product owner, team leader and innovation expert.Thought Leadership, direction, and change ownership of transformational end-to-end strategic initiative lifecycles.HIGHLIGHTS:Middle Office pilot and App prototype:60% reduction in Customer mortgage wait time through transformed interaction models/triage process, critical decision data, business impact assessments, opportunity sizing/business cases, benchmarking and process redesign/mapping • Product Owner of workflow requirements/artifacts/UI design/testing and journey roadmap of Agile deliveries; embraced human centred design, user feedback, performance KPIs with 5 MVPs within six months for 100+ users • 25% fewer Channel exceptions through aligned program OKRs and operational KPI insights; leveraged PowerBI/cloud data, Excel mastery and PowerPoint.RUSH Automation:Transformed the escalation models, improving “speed of service” for 120K critical Customers annually • Eliminated 90% of manual Rush email processing costs, further reducing volumes by 70% with App controls; delivered across 3 Sales channels (2000+ Sales + 100+Directors) • Service levels improved by 3 days, leveraging process redesign, mobile PowerApps and BluePrizm automation • Solutioned for Customer/Sales status with an innovative "Pizza Tracker" and key metrics mobile dashboardTD Legendary Award winner (‘21)Project Awards - Middle Office (‘23), Pizza Tracker (’21), Scorecard (’21)

Greater Toronto Area, Canada

Selected to deliver large strategic cross-functional Real Estate Secured Lending initiatives, providing thought leadership, process and legacy system interactions, decisions impacting risk exposure and service improvements.• Responsible for end-2-end program change management, process re-engineering, system requirements, App/UI design, UAT/BAT testing, performance metrics and dashboards, and executive communications • Transformed adjudication, compliance and appraisal workflow systems with application builds • leveraged RPA • developed new KPI scorecard reporting • Lean "Get-Next" principles • rollout of Salesforce intelligent queuing • workforce management analysis • enablement of a centralized oversight/visualization teamProject Awards – Digital Application/Stop Print (‘20), Get Next (‘20), Intelligent Application Routing (’21).

Greater Toronto Area, Canada

People leadership of specialized business process consulting team managing change and risk. Launched paper to digital workflows, robotic automation (RPA), optical technologies (OCR + NLP), Artificial intelligence (AI), queue prioritization systems, dashboards, and strategic, risk, regulatory and lean implementations for secured lending.• Managed the Ops Gate for 100+ initiatives, executive impact/risk analysis and reporting of FTE, SLA & costs • Future state mapping, end-user training and communications to 1000+ staff across 3 Canadian centres • Mentorship, coaching and skills training on six sigma, process mapping, risk and project practicesProject Awards – Compliance & Appraisal Automation (’19); Centralization of Payouts (’18)

Toronto Area, Canada

A business embedded consultant utilizing lean six-sigma expertise, project and risk management skills to deliver transformational changes and operational efficiencies. Exposure also included deliveries within Canadian Banking - TD Lending Operations, TD National Credit Centres, TD Auto Finance, TD Wealth and TD Fulfilment/Banking Services.• Supporting TD Credit Services Command Centre - September 2016 - March 2018Introduction/implementation of new National Command Centre workflow management team, including implementation of RPA process robotics; digital / digitized workflow, database information management to enable workforce balancing and proactive queuing - yielding dramatic improvements in YOY cycle time and service levels.• Supporting TD Credit Services July 2014 – September 2016Expertise in lean process design supporting both large-scale transformational project deployments and day-to-day executive support for strategic and operational issues. Modelling of workforce, capability and shift scheduling to enhance operations performance; Developed productivity analysis, leading to new scorecard and staffing models; Bridged technology gaps with a new queue balancing tracker, which yielded $1+MM in capacity savings; Quantified experience risk within the national Credit Centres• Supporting TD Auto Finance April 2014 – May 2014Delivered revenue lift by addressing a standardized new staff onboarding and training program - supporting materials and metrics/performance pilot program - improving quality and staff time to proficiency • Supporting TD Banking Services September 2013 – March 2014Support of outsourcing process deployments in back office Operations; Timing studies for Wealth products; New product deployment process impact analysisTD League of Excellence Award Winner ('18)

Greater Toronto Area, Ontario, Canada

Established enterprise software sizing Centre of Excellence, managing a team of IFPUG Certified Function Point professionals. Expanded the program to support the BMO technology enterprise, establishing an application library, inventory of core functions and project estimation method. Attained CCMI L4 certifications for enterprise technology groups. Served for 3 years as a member of the International Function Point User Group Certification Committee. Managed vendors and contractors.

Greater Toronto Area, Canada

Selected to lead a team of 1-12 (FTE and contract resources) while establishing the function point software sizing program as support for the CMMI level 4 goals of the Capital Markets, Risk Management and Personal / Commercial development groups. • Established the supporting processes, templates and databases • Developed management reporting, established metrics and delivered awareness • Managed contracts and negotiations for contractors and consultants.

Greater Toronto Area, Canada

Led continuous process improvement committees (SEPG) • Developed and tracked process improvement plans for executives • Utilized value stream mapping and BPM tools to discover and present recommendations for process changes / improvements

Toronto, Canada Area

Conducted project and release compliance/validation ISO 9000 + CMMI audits • Conducted root cause analysis • Authored processes

Toronto, Canada Area

Established project policies and procedures, ensuring consistent methodologies for the New Service & Solutions team’s impact analysis, roadmap, and reporting of new product launches into Customer Service & Provisioning departments • Documented requirements, performed configuration, testing and implementation of automated non-standard quotations workflow system as part of cross-functional team • Formalized execution by co-developing an Access/web status tool.

Brampton, Ontario, Canada

Lead improvement teams providing internal consulting and six-sigma methodologies to business problems for Canadian head office Sales, Service, Human Resources, Finance and Distribution channels • Selected as 1st Canadian member of the North American breakthrough / six-sigma continual improvement program • Analyzed product, service issues; customer complaints and satisfaction surveys for root cause • Conducted ISO 9000 compliance audits • Prepared executive reporting and recommendations for process change • Administered the document approval system • Prepared and delivered process and software training • Applied technology solutions to process problems • Coordinated audit teams for two successful ISO9001 re-registrations

Toronto, Canada Area

Documented and implemented quality management procedures and instructions for the new manufacturing division • Delivered QS training to management • Developed documentation and Customer complaints databases.

Montreal, Canada Area

Owner/Principal subcontracted ISO9000 implementation consultant • Defined requirements, interpreted standards and created supporting documentation • Identified potential cost savings through process design exercises • Conducted diagnostic, documentation and quality system audits • Trained clientele.

Brampton, Ontario, Canada

Conducted quality system auditing • Delivered training • Documented procedures, instructions and processes flowcharting, while streamlining process operations.

Honors Bachelor Of Science (Hbsc), Biology & Physical Geography

Certificate Degree Of Environmental Management, Environmental Sciences