· As a Director within CIBC my role contributed to the asset growth and profits of CIBC.· Lead the development, communication, and implementation of enterprise-wide operations excellence capability that drove a culture of continuous improvements to meet intended business outcomes.· Introduced Kanban and Jira/Confluence, which allowed leadership to manage and improve work across all systems.· Documented Operations Excellence best practices and assisted in their deployment across divisions.· I ensured the assigned portfolio was maintained in good condition and adhered to regulatory procedures and policies.· Created and maintained Production Support in an Agile framework for all issues.· Managed non-Risk related elements of the Operation Optimization Strategy.· Primary contact for vendors with respect to Operations conducted by CIBC.· Introduced and successfully automated processes to ensure the assigned portfolio wasmaintained in good condition and adhered to regulatory procedures and policies.· Facilitated and developed a more programmatic approach for technology, which deliveredchanges across our lending platform and 3rd party portals.· Developed a more programmatic approach to delivering technology changes across our lending platforms and 3rd party portals such as DealerTrack and RouteOne.· Implemented changes driven by regulatory or policy imperatives and reported regularly to executive team, dealing directly with Bank leaders, stakeholders, and Banking counterparts.· Managed and lead a team of Operations and Optimization by coordinating activities and coaching team member(s), ensuring that quality is maintained and that learning opportunities were provided

• Responsible for integrating business strategy with overall technology plan for Automotive Finance, which includes our Loan Origination System and Portals, while creating and maintaining the technology roadmaps and dashboards for Sr.Leadership• Lead framework for all initiatives to ensure that there is a fit between product and market - e-Signature, OCR, Direct to Consumer platforms• Instrumental in building the infrastructure for RBC's Autovantage platform for authorized dealers.• Ensure all partners and senior leadership are aware of application performance issues and communicate any proposed process enhancements to all stakeholders. • Review and negotiate contract, SLA’s, BCP’s, PIA’s, SRMA’s to initiate, maintain and manage all vendor relationships – DealerTrack, OpenText, RouteOne, Canadian Blackbook, Teranet. • Support change management and marketing plans by being a solution architect for all new requests. • Accountable for being Subject Matter Expert and Product Owner within Automotive Finance and for maintaining operational efficiency to ensure business objectives, while leading UAT/PIV Test plans.

• Retail Subject Matter Expert ensuring the efficient operation of the business and identifying new product opportunities.• Oversee and is accountable for all Automotive Technology Infrastructure, ensuring optimal usage, performance, functionality and resiliency for the end user and managing and updating Business Continuity Plans• Responsible for the ownership, overall maintenance and performance of the Automotive Commercial and Retail applications including managing/supporting all Change Requests, business requirements, new releases, defects and QA validation• Vendor relationship liaison • Responsible for overseeing manufacturer rate programs, product/ pricing exceptions.• Responsible for vendor contract review, negotiations, invoicing and payment, SLA monitoring, maintenance, and the lead contact for any vendor product development • Identify Automotive Finance IT inefficiencies affecting business growth, and champions change, by recommending and implementing solutions• Ensures stakeholders involved in mapping out detailed IT business requirements to meet vendor and internal RBC partners needs, and that appropriate regression testing completed on any new or existing system updates

 Prepares compliance audit data by compiling and analyzing internal and external information Enhances compliance department and organization reputation by accepting ownership for accomplishingnew and different requests; exploring opportunities to add value to job accomplishments. Provides administrative support by implementing systems, procedures, and policies; completing projects insupport of compliance auditors Updates job knowledge by participating in educational opportunities; reading professional publications Ensuring that the company adheres to minimum net capital rules Making certain that employees are following internal compliance guidelines Disseminate written policies and procedures related to compliance activities

 Communicate effectively with various channels and business partners. Actively participate in the performance management process of our team and have developed differentinitiatives to assist in our day to day resulting in 3 ACE suggestions being implemented in 2012 Understand and comply with the necessary due diligence found in ALLY – OPPM/SPP and AuditCompliance Requirements. Escalate, monitor, assess and direct incoming requests from multiple sources and from all channels. Input data from varying resources efficiently and accurately for management to review: Late Charges,PAPP Rejects, CRTS Defects, CRTS – TAT Results, Rewrites Assisted in various projects like UAT Testing and ABC Program Helped update and maintain Compliance Logs on a daily basis

 Was recognized by Senior Leadership Team on 09/17/10 because of my outstanding work on CanadianSAM, letter correspondence, AAOS and UAT testing. Responsible for the monitoring Legal Logs and communicating with our lawyers Help in identifying any products or services that would assist clients. Actively participate in a positive working environment, meetings, coachingsessions and committees. Consistently obtained personal and professional goals.

 Provided monthly data to specialists Reviewed CRTS’ monthly for entire office Call monitoring completed and submitted monthly Development Plans provided and followed-up evaluation meetings scheduled. Completed LAN, GeoTel, CMS and IVR back-ups according to calendar CentreVu, Excel Spreadsheets, daily report completed daily

 Exceeded monthly stretch target of $172,698 a month 6 out of the 9 months Yearly recoveries = $1,151,594 or 86.8% of target Worked new assignments daily All written responses to Customer Correspondence was completed within 24hours.

 Exceed 2006 daily Call Handle Time objective of 170 seconds 94% of the time Average monthly true calls per hour exceeded stretch target at 21.2 Average adherence exceeded stretch at 90.6%