Micheal Lambert Email and Phone Number
Micheal Lambert work email
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Micheal Lambert personal email
At RBC, my focus is on steering loyalty operations and disputes transformation, aligning with our executive leaders to achieve operational excellence and growth. My tenure has seen the launch of a PEGA Smart Disputes in an unprecedented timeframe, showcasing my team's ability to deliver efficient, high-impact digital solutions.My expertise in sales strategy and customer relationship management informs my approach to reimagining service models for personal and commercial banking. We've successfully incubated digital initiatives with substantial benefits, reflecting a commitment to innovation and service excellence that defines our trajectory in the financial services landscape.
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Senior Director, Loyalty Operations & Disputes TransformationRbc May 2023 - PresentToronto, Ontario, CanadaIn this role I am accountable for leading the Loyalty Operations, Offers Operations, Loyalty Process Strategy as well as Smart Disputes Transformation teams within Canadian Banking Operations. In this capacity, I work closely with the Loyalty business to support both day-to-day operations and supplier management as well as transformational initiatives. I also lead the disputes transformation team working with our Cards line of business in transforming the credit card disputes process including enabling digital submissions, straight through processing, streamlined agent interface and enhanced decisioning logic and automation. -
Senior Director & Journey Lead, Next Generation ServicingRbc Mar 2022 - May 2023Toronto, Ontario, CanadaAs servicing behaviour shifts toward digital self-serve channels, clients increasingly prefer self-serve and instant results, with expectations shaped by other best-in-class servicing experiences. My role was to lead a team to re-imagine the servicing model across personal & commercial banking. Specific accomplishments included:• Incubated a series of large opportunities to digitize client servicing experiences end to end with harvestable benefits exceeding 100MM annually.• Delivered one of the fastest implementations of PEGA Smart Disputes globally launching an MVP in less than six months including critical straight through processing capabilities.
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Senior Director, Regional Banking Enablement & CommunicationsRbc Apr 2020 - Mar 2022Toronto, Ontario, CanadaIn the context of a rapidly changing environment, against the backdrop of a global pandemic, I led the change management, enablement, and communications teams supporting Canadian Banking. Accomplishments included:• Reduced month to month initiative volatility as well as dramatically improved overall initiative & change capacity across sales and leadership teams.• Reduced communications complexity resulting in more effective content consumption & retention.• Improved communication data and insights, delivery platforms as well as reduced the cost of the existing intranet infrastructure.
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Director, Advisor Technology & Digital EnablementRbc May 2018 - Apr 2020Toronto, Ontario, CanadaSuccessfully enabled employees throughout Canadian Banking with technology capabilities and solutions that drove exceptional client and advisor experiences. Specific accomplishments included:• Co-created RBC's CRM strategy in Canadian Banking to replace RBC's aging Sales Platform with Salesforce.com. Also created the Advice Experience Journey Maps strategy designed to embed the right technology capabilities and advisor practices in each phase of all known client journeys via Salesforce.• Delivered Client Connect, a web-based advisor application, enabling Canadian Banking to achieve its vision of local, connected, and mobile advisors• Significantly improved advisor mobility through a simpler more capable mobile hardware strategy as well as eliminated the need for extra hardware
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Director, Role StrategyRbc Nov 2016 - May 2018Toronto, Ontario, CanadaInstrumental in transforming the overall role strategy & design, practice management and capabilities for all mutual fund licensed and accredited advisor roles in Integrated Markets (Retail) and Advice Centre. Specific accomplishments included:• Defined and evolved role strategic intent, capability, and proficiency for advisor roles to ensure role relevance today and in the future.• Created new roles and incentive programs to support Alternative Branch Formats strategies.• Partnered with business, human resources and product groups to optimize performance of existing roles; worked in partnership with head office partners to ensure effective end-to-end role strategy integration and implementation.
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Senior Manager, Role Design & ExecutionRbc Jun 2016 - Nov 2016Toronto, Ontario, Canada• Business lead/product owner for Client Appointment Booking and Client Profile Lite - two advisor technology solutions. • Developed the initial vision and first hi-fidelity mockups of the Client Profile Lite (Client Connect) and Business Excess Management tools with IBM and Apple in Cupertino, California.• Developed the Canadian Banking Digital Navigator strategy enabling more robust peer-to-peer and advisor-to-client coaching of digital capabilities.• Subject matter expert for both leader and advisor roles throughout retail.
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Sales & Service Leadership RolesRbc Mar 2010 - Jun 2016Toronto, Canada Area• Led and managed several branch teams of sales, service, and management employees to deliver superior client loyalty and sales results.• Ensured high levels of employee capability and engagement through coaching and sales management routines, empowering teams to reach their optimum proficiency and consistently rated top decile in employee engagement.• Consistently achieved top tier sales effectiveness, and client loyalty results.• Demonstrated a commitment to operational effectiveness by balancing business objectives with the risk of loss to the shareholder.
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Sales & Service Leadership RolesMeridian Credit Union Sep 2007 - Mar 2010Toronto, Canada Area• Developed and implemented branch strategies, goals, objectives, budgets, and expense controls to improve overall branch efficiency• Effectively engaged employees in the sales management process using training and tools to improve the quality of advice offered to members• Actively developed centres of influence as sources of referral business• Accountable for hiring, training, development, performance management, coaching, feedback and performance improvement plans for branch employees -
Advisor RolesMeridian Credit Union May 2005 - Sep 2007Toronto, Canada Area• Completed comprehensive financial plans for members• Delivered investment and borrowing solutions that met the diverse financial needs of primarily high net-worth members• Offered third party mutual fund solutions
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AdvisorTd Apr 2004 - May 2005Toronto, Canada Area• Delivered everyday banking, investment and borrowing solutions that met the diverse financial needs of both established and new customers
Micheal Lambert Skills
Micheal Lambert Education Details
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Business Administration, Financial Planning (Hons) -
Canadian Institute Of Financial PlannersCertified Financial Planner (Cfp) Program -
Agile Management Framework (Amf)Agile Practitioner
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Canadian Securities InstituteVarious Programs In Securities And Compliance
Frequently Asked Questions about Micheal Lambert
What company does Micheal Lambert work for?
Micheal Lambert works for Rbc
What is Micheal Lambert's role at the current company?
Micheal Lambert's current role is Senior Director, Loyalty Operations & Disputes Transformation.
What is Micheal Lambert's email address?
Micheal Lambert's email address is mi****@****ers.com
What schools did Micheal Lambert attend?
Micheal Lambert attended Durham College, Canadian Institute Of Financial Planners, Agile Management Framework (Amf), Canadian Securities Institute.
What skills is Micheal Lambert known for?
Micheal Lambert has skills like Banking, Strategic Financial Planning, Management, Retail Banking, Credit, Wealth Management, Investments, Retirement Planning, Relationship Management, Retirement, Finance, Financial Planners.
Who are Micheal Lambert's colleagues?
Micheal Lambert's colleagues are Barry Oneil, Damian Piccinin, Lester Henry, Jill Anzarut, Ruth-Ann Bryce, Ankur Chaudhry, Kelly Bissell.
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