Nancy Van Kessel Email and Phone Number

Oversee the development of product roadmaps and manage the planning and development of IT solutions to support internal business unit strategic programs aligned with corporate objectives.Specific Achievements:Own portfolio and lead IT and business collaborative planning for Capital Project, Finance and Human Resources lines of businessPartnering with senior business stakeholders to understand product vision and business priorities and define product roadmaps to guide the technology directionCollaborate with executive business stakeholders to understand people change management implications and the business unit readiness to absorb change resulting from the delivery of roadmap initiativesProviding direction and support to IT planning teams when developing IT solution recommendations and associated product roadmaps to create and sustain trusted partnerships with business unitsPlanning and providing ongoing maintenance and management of assigned IT product portfolio to optimize the business benefits realized from technology investments

Lead project delivery and ensure compliance with corporate parameters, budgets and schedules, facilitating preliminary and detailed requirements and design, vendor and partner engagement and commissioning and deployment activities.Specific Achievements:Program managing the delivery of the comprehensive PRESTO strategic optimization initiative, incorporating transformative business model, technical architecture, process re-engineering and organizational structuring objectivesLead PRESTO engagement in the definition and implementation of GO programs supporting service expansion and customer fare payment simplification and harmonizationManaged the delivery of all PRESTO functionality required to support the UP Express launch.Managing the delivery of other key initiatives designed to improve the penetration and usability of PRESTO. This includes leading cross functional teams of up to 30 people in a matrix environment to provide strategic input and direction into the development and implementation of PRESTO systems and services, including project scope, definition, risk management, quality assurance, detail design, vendor procurement and contract administration.

Regional owner and accountable for property management service and project management program delivery. Specific Achievements:Approved facility management, operating, leasehold and capital repair plans and budgets for regional projects and programsImplemented asset management strategies to optimize improved service while ensuring public sector client satisfactionManaged external service provider contracts to ensure deliverables meet contract terms, government guidelines and performance metricsProvided expertise and guidance to client ministries and partners regarding accommodation and facility-related issues, developing associated business cases and operational plans

Independent strategic planning, marketing, operations, project management, process design and risk management consulting.Provision of business planning expertise to start-up ventures to facilitate launch and sustainable profitable operations.Specific Achievements:Advised import-export start-up on strategic and operational planning, incorporating financing and partnership recommendationsCreated comprehensive marketing plan for holistic healthcare and wellness venture targeted at cancer survivors reintegrating into the workforce

CEO leading the organization in developing strategic plan and executing on operational plans to achieve transformational long-term growth objectives.Specific Achievements: Developed long-term strategic and annual business plans addressing the critical need for affordable housing, and accountable for all operational plans, including financial stewardship and corporate governance  Revised the overall organization corporate structure, including creation of new positions and committees, elimination of obsolete roles, and recruitment of employees and volunteers to facilitate growth objectives Partnered with external social service agencies, other Habitat affiliates and internal cross functional teams to develop and introduce best practice processes Acted as chief organization fundraiser, including cultivation and realization of major corporate gifts and development of a sustainable private sector donation program. Quadrupled annual revenue ($150K to $580K) over three year period Directed and supported all volunteer operating committees and the Board of Directors in creating a compelling customer value proposition to support the organization mission, and associated action plans to effectively reach key target audiences Led retail ReStore operations, including all processes necessary to support the expansion to a second location; increased sales revenue by more than 100% to over $1MM per year in under two years Championed the migration to sustainable “green” home building, developing vendor and partner relationships focused on environmental stewardship. Won Habitat Canada 2011 Green Build Award, and requested to join York Region SM4RT Living Stakeholder Advisory Committee  Acted as primary media and public sector spokesperson, fostering relationships with print, television and government partners (federal, provincial and municipal) throughout York Region

Business owner of all infrastructure products and support processes and operations required to facilitate customer-facing gaming offer.Specific Achievements: As a Senior Management Team member, contributed to the development of corporate strategy and annual business plans  Delivered projects related to owned portfolio (customer registration and transaction portal, business intelligence, Contact Centre applications and CRM tools)  Re-engineered and rationalized processes to balance operational efficiency (cost) goals with customer satisfaction targets. Specifically: Enhanced payment turnaround time by 40% and improved player satisfaction levels by 10% by migrating payment and fraud operations to a new location  Reduced operational costs by 11% by limiting credit card chargebacks and other fraud losses to less than 1% of total transactions  Secured out-of-plan funding for and commissioned customer research study to guide transaction portal/web cashier roadmap

Divisional Strategy and Product Development business lead responsible for e-channel migration, including associated end-to-end operational and governance processes. Specific Achievements: Directed end-to-end development of comprehensive 3-5 year divisional strategic plan, from external consulting partner selection through solicitation of executive sponsorship of recommendations  Lead training and communications for 30 non-credit business products for internal product, customer and channel groups Solicited internal partner support and developed business cases to specifically address key customer irritants; associated sales results and clients loyalty increased by 6%. Owned CIBC Business Banking, the new Internet-based channel for business customers; exceeded conversion and usage targets stipulated in original business case Partnered with internal customer and channel owners to define and develop customized product and service offers for new client sub-segments

Lead the product management team and had bottom line accountability , providing long-term strategic direction for all non-lending product offerings and solutions related to business customer segments. Specific achievements: Owned all non-credit related business products, including over $12Billion in current account balances and 40 domestic cash management products and services, contributing in aggregate $700Million in bank revenue Lead a team of 30 in developing and executing annual business plans to achieve revenue and customer loyalty targets Directed efforts of internal Marketing Services partners to finalize multi-channel (print, online, branch, direct mail and ABM) customer acquisition and product launch campaigns  Responsible for 25 technical applications, including accountability for daily operations and vendor management  Increased internal and end client satisfaction while reducing divisional costs by $750,000 through renegotiation of 12 vendor agreements

Lead internal Relationship Manager mandated to improve cross-functional working relationships and associated business effectiveness and efficiency. Championed development and owned Internet channel for business customers. Specific achievements:  Secured internal partner support and business case funding for $20MM investment in Internet-channel for business (Small Business, Commercial and Large Corporate) customers (CIBC Business Banking (CBB)) Defined business requirements for CBB, including rationalization plan for obsolete channels, and associated customer and transaction migration strategy to the new channel Acted as the business champion for CBB, addressing internal job-elimination and other concerns, and external customer resistance to change and cost considerations Established divisional growth roadmap by creating long-term strategic and short-term tactical division, segment, training and communications plans for all business customer segments

Led the development, installation and operational support of processes required for the national implementation of PCFSpecific achievements:  Defined inaugural product set in consultation with external client (Loblaws) Developed foundational end-to-end sales and service processes, including assessment of appropriate technical solutions (CIBC vs. outsource), creation and re-engineering of existing processes and communication and training of plan to affected internal partners and potential customers Created projects and business management policies and processes for ongoing change management and feature enhancement prioritization  Partnered with CIBC SBU partners to gauge performance indicators for PCF relative to CIBC and actioned appropriate changes (i.e. Measured comparable error rates of similar services and addressed root cause of differences) Optimized client experience by managing staff, production and daily operations in award-winning RSP production site

Developed business cases for the launch of Mondex Stored Value Card application outside of the physical pilot locationSpecific achievements: Researched and analyzed high potential opportunities for stored value card applications on the Internet, recommending micropayments as an initial pilot program Partnered with international consortium to assess consumer readiness for payment usage and transaction migration Increased product awareness by promoting Mondex opportunities and applications at conferences and trade shows

Finalized requirements for and implemented necessary processes to migrate all existing GIC products to revised application

Assisted Product Managers in developing product strategies and marketing programs to achieve volume and profit goals