• Responsible for leading a team of 60+ operations FTE that support Business Banking Set-Up, Processing, Loan Documentation, Closing and Imaging processes. • Program lead for the bank’s SBA Paycheck Protection Program • Delivered processes and technology platforms to support both rounds of originations and forgiveness • Lead a cross-functional team of over 300 from across the bank to process 21,000 Paycheck Protection Program applications • Responsible for the on-going processing efforts of Forgiveness applications• Accelerated nCino adoption within the bank by establishing a group of Business Analysts and Change Managers that drive the design efforts for nCino related projects as well as provide on-going user support for over 500 employees

• Lead the program management office for Lending Operations which implemented over a dozen projects in the last 2 years including converting Home Equity on to the BKFS Empower platform and implementing the TRID 2 and HMDA regulatory changes.• Launched our first Digital Platform for Mortgage and Home Equity that supports Customers and Sales through the application and originations process which is fully integrated with our loan origination system (BKFS Empower) through bi-directional APIs.• Developed a process design team to support Lending Operations which re-engineered target state processes for Commercial Operations as part of the conversion to a new loan origination system.• Accelerated a culture of data driven management within Commercial Lending through developing the first cost per loan model, capacity models, and operational reporting.

• Launched the first customer experience survey within mortgage operations in partnership with The STRATMOR Group in order to help measure and drive a culture of customer delight which lead to an overall customer experience score improvement from a 65 to an 88 in 2 years.• Lead initiatives to establish and develop unit-costing methodologies, quality improvement, risk mitigation, cost reduction, labor analysis, geographic optimization, and data integrity which contributed to a cost per loan improvement of 30%.• Empowered a team of professionals who developed and implemented a Lean Six Sigma education program which includes White, Green, Champion and Black Belt certification programs.• Developed and implemented the infrastructure for a Lean Six Sigma certification program with over 150 people actively pursuing certification – confirmed benefits of $5.1 million

• Developed capacity models and operational reporting for Union Bank’s Operations and Customer Service Group which resulted in a 20% productivity improvement across all of operations and a $10 million saving due to a reduction in labor hours and headcount.• Completed an organizational realignment assessment with Trust Dominion’s Retail Risk Management group which resulted in a 20% reduction in head count and an overall $6 million in savings.• Conducted 32 time in motion studies with Canadian Imperial Bank of Commerce Capital Markets Middle Office department which resulted in a $1.2 million capacity improvement.

• Empowered and developed a team to deliver superior service to our guests while driving profitable store results.• Established an aggressive sales culture which led to the store achieving a 4.6% sales volume increase in an already established community.• Developed “Driving a Profitable Sales Culture” curriculum for store management teams and implemented it within our Sales Region.• Closely monitored daily operational processes which led to a less than 1% inventory shortage for the year of 2010.