Served as primary partnership lead between Tim Hortons and banking partner (Neo Financial). Oversaw relationship and associated SLAs and targets. Led team of operations professionals dedicated to incident management, change management, and other business critical activities. • Introduced robust intake management practices, focusing on high-value activities, availability, response time, and other key metrics for Tims Financial digital properties.• Collaborated with cross-functional teams including Product, Technology, Risk / Fraud, Legal and Compliance, delivering and operating new financial products.

Directed delivery of key retail and business banking strategic programs to increase profitability, enhance client experience, and drive operational efficiencies. Played core role in identifying opportunities of strategic value and ensuring prioritization / execution. Reviewed business cases, risk reviews, and C-level materials / Board papers.• Acted as Business Lead on “Forward Program”, streamlining front-line staff and improving customer satisfaction and financial results. • Led retail business acquisition of Chicago-based Private Bank Corp, enhancing client experience and increasing profitability both north and south of border.

Supervised Editorial, Development, and User Experience (UX) teams within Strategic Initiatives Digital group (>100 resources). Built high-performing team from ground up. Produced and maintained CIBC’s core digital properties (iOS and Android banking applications, Online Banking, and CIBC.com).• Developed new solutions and ways of thinking about problems / opportunities, spearheading first implementations of Adobe Experience Manager, Akamai, and Limelight within CIBC.• Provided thought leadership around mobile and internet platforms, positioning for growth and industry-leading digital capabilities.• Managed performance by providing fair and accurate feedback, identifying, and removing obstacles to performance, and explaining how performance expectations align with business priorities.• Supported high-change environment, energizing, and motivating during period of significant transition.

Oversaw team comprised of customer focused operational staff, developers, and risk / fraud management resources. Ensured client satisfaction and eliminated operational risks. Established service levels for internet channel properties, including site availability / response time and owned LOB’s Business Continuity Plan. Fostered strong working relationships with key external partners such as Apple.• Implemented robust processes and procedures, delivering time-sensitive support, decision, and escalation services 7 / 24.• Sourced and deployed independent monitoring capabilities, providing real-time reporting against targets, including but not limited to Gomez.