Sandy J. Sander, Mba Email & Phone Number

Mississauga, Ontario, Canada

- Oversee the daily operations of IT/Application systems to ensure reliability, stability and efficiency. - Lead 24/7 team execution through daily, weekly and month KPIs and make operational adjustments to ensure optimal efficiency and effectiveness of the team. - Leading the Tier 2 team in Incident and Change Management analysis to identify high frequency or high effort tasks for improvement. - Work with PMO to ensure that projects are safely implemented with Tier 2 performing validation testing upon completion of the deployments. - Have overseen the implementation of over 1700 automations for heavily repeated incident types to be automated, thus saving 1 FTE of unnecessary Incident handling/assigning and follow-up. - Oversee operating costs for Tier 2 team of almost 4M annually. - Proactively identify vulnerabilities and risks in IT Infrastructure to prevent potential issues. - Ensure that SLAs are met with regards to core applications being accessible at 99.8% availability rate. - Have overseen the Tier 2 team onboarding four new service offerings in my tenure leading the team. - Oversee the currency of the disaster recovery plans. - Manage staffing, including recruitment, supervision, scheduling, development and evaluation.

Greater Toronto Area, Canada

Senior member of the Enterprise Change Management (ECM) team ensuring that Technology/Customer Communication Services/Statements/Payments Processing Services and Real-Estate changes are safely and successfully implemented. This includes risk mitigation within the Prosci and ITIL disciplines while working alongside the Enterprise Project Office (EPO) to ensure safe implementation of project related changes. - Agile- Enforcing compliance of the Enterprise Change Management policies- Chairing/participating in CAB meetings- Monitoring of KPIs to identify trends- Post-implementation reviews- Pro-active consultant to various LOBs throughout the organization- Process improvement recommendations- Client-facing enhancement initiatives- Coaching and training- Supporting all LOBs throughout the organizationAccomplishments:- Led change management efforts at an enterprise level, partnering with program team and the business leaders to minimize errors and reputational risk, including punitive penalties for an error rate of >1%. Consistently met application availability goals over 8 years.- Developed solutions to improve effectiveness such as pre-set templates for heavily requested change types that reduced time required by Change Assignees/Owners by ~70%. - Guided the Project Office on structuring changes in accordance with ECM procedures, provide input on >60% of applications, avoiding change collisions 2X/week. - Constructed IT infrastructure runbooks for initiatives that impact the entire organization and most clients, resulting in a 97% reduction in failed changes. - Convened focus groups/conduct surveys to enable the development of strategic and tactical response plans and identify training/coaching needs; including coaching and education sessions that produced improvement in the quality of submitted change requests. - Created a client-facing initiative for mapping and expiration of SSL certificates that contributed to 5% increase in CSAT scores.

Ontario, Canada

Reporting to The Director of IT Planning and Execution−Infrastructure, deployed to provide process analysis and enhancements to IT Service Management. - Created reports and dashboards for the Senior Leadership team, making process enhancement recommendations that increased closure of past due Change/Release records and aged Problem records by 33%. - Audited the Incident Management process to determine factors leading to ineffective or inefficient responses. Identified appropriate redirection of calls, which led to an 11% improvement of Service Desk handled Incidents. - Cross-trained as Problem Manager to expand skill set and handle excess volume; reduced Problem Record volumes by 22% by taking on excess volume from three other Problem Managers.

Toronto, Ontario, Canada

- Served as primary point of contact for National service issues relating to various lines of business and proactively managed these issues through effective incident and problem management.- Provided internal leadership and direction for the end-to-end life cycle of all incoming investigations and escalations, building and maintaining quality and sustaining relationships with service partners, producing 57% faster resolution and creating a template for go-forward application.- Primary point of contact for national service issues related to Item and Statement processing; intervention in high-profile/high dollar escalations being stalled at the initial escalation point and improved problem resolution turnaround time by 32%. - Bridged the gap between RBC/BMO/TD/Scotiabank clients and Symcor’s Operations/IT teams to ensure updates to the customer Financial Institutions were in client friendly language, clarified process gaps and outlined a clear and defined resolution, supporting client retention and acquisition of 20+ new clients.- Facilitated improvement of CSAT scores by 15% by ensuring swifter problem resolution on escalated Operational issues. - Provided direction, input and sign-off on communication content of Client reports, and acted as key contact on positioning and Client understanding.• Instrumental in seeking out solutions and improvements in partnership with fellow employees and Clients.• Monitored and escalated client impact Incident Records to ensure that there were timely and accurate updates to the client.• Was responsible for escalating operational issues both at the regional and national level, assumed ownership of complex escalations to ensure customer satisfaction.• Identified and improved procedures and processes by way of investigation with the sites, monitoring Incident Records and ensuring resolutions were accurate and timely.

• Managed the Receipt and Dispatch of Mail and distribution Services for the Symcor Remote Sites.• Responsibilities included managing two BMO Mail and Distribution Services remote sites and five RBC Mail and Distribution Services remote sites, covering two shifts.• Managing Symcor Central 8 PAC mailroom over the course of three shifts, ensuring staffing to volumes is maintained, productivity standards are met, as well as, handling operational issues.• Provided ongoing support to the branch network through follow up of receipt and dispatch courier discrepancies and delays.• Managed the FTE reporting for the Receipt and Dispatch Distribution Services, as well as managed and maintained Service Level Agreement (SLA) reporting.• Held face to face meeting with clients to ensure client satisfaction

• Responsibilities included identifying and escalating operational issues, providing support to management team for raising Incident Records ensuring that all pertinent information is included.• Following up on concerns raised by clients with the off shift management team.• Managed the Proof quality initiative to ensure that in-clearing was meeting Symcor standards.• Escalated and reviewed the quality of the incoming pre-encoded work for client banks to gain operational efficiencies.• Assisted in collecting and compiling data from various departments, sites and regional Client Relation teams which was used for surveys, monthly reporting of accomplishments and quarterly reviews.• Managed the reporting of daily holdover figures for TD Canada Trust and BNS.• Coordinated management information relative to Quality Service Performance and Customer Service Call Centre performance results.• Held face to face meeting with clients to ensure client satisfaction

• Managed Capture Services for TDCT and Bank of Nova Scotia and the Retail Lockbox Capture function for all banks.• Responsible for managing, coaching, counseling and preparing performance appraisals for 20 staff members. • Duties included staffing to volumes, responding to operational issues, follow up on impact to other departments, ensuring Service Levels Agreement are met and ensuring that productivity standards are adhered to.

• Responsible for two partner banks - Royal Bank and BMO (all work types).• Accountable to the department for staffing to volumes, responding to operational issues, following up on issues that may impact other departments, ensuring Service Level Agreements are met on a consistent basis and ensuring that productivity standards are adhered to.• Managed a department of 15 staff members.

• Assistant Manager for TDCT Research and Adjustments (Tracing). Responsible for back end of item processing, ensuring that client bank is not impacted from item processing errors within the company• Managed a team of 25 staff members

• Responsible for TDCT Proof processing, ensuring that the strict 11:00pm processing deadline is maintained on a nightly basis.• Co-managed a group of 130 staff members• Maintained the all metrics set forth by the department - staffing to volumes, trends and productivity standards.