Stephanie Smith Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Canada Area

Toronto, Canada Area

The Business Management and Governance mandate is to deliver operational effectiveness in the Channel across both Canada and the US. The team oversees channel infrastructure, processes and initiatives and brings a lens of continuous improvement to how the North American HR Advice Channel is run.Introduced case management and IVR technology including remote agent functionality. Resulted in ability to capture case and call volume at the business and partner level and team. Developed stakeholder business focused metrics and analytics and internal 'run the business' reporting which was used to manage the Advice business, and operationalize the interaction model across Shared Services to drive efficiency.Audit readiness: Developed Standard Operating Procedures and Authority to Transact to ensure consistent application of process and that decisions rights were clearly articulated within the Channel, developed internal audit program to support leaders in spot checking and reviewing work on an ad hoc basis in support of risk management and file quality Intake and Initiatives: point of contact for new work coming into the Channel, accountable to ensure channel readiness through appropriate communication and training as required

Toronto, Canada Area

Provided a broad range of strategic HR support to the North American Phone Channel & ATM business. Worked closely with the business leaders to ensure the HR initiatives and programs we deliver supported and added value in meeting business objectives and enhancing the experience for customers and employees.Introduced talent focussed approach at both local and leadership levels in support of developing top talent across the business lines. Built out a robust pipeline of ready candidates both internally and externally.Aligned key activities across all contact ctre business to ensure efficiency through the Creation of the North American Employee Experience committee and employee feedback programs at both the enterprise and business level.

Toronto, Canada Area

Reporting to the VP Human Resources Branch Banking, led a team of twelve Human Resources Practitioners who provided relationship management support to the Regional leadership, People Managers and employees, within the region. Provided advice and counsel on all aspects of HR including employee relations and talent management in support of delivering on business priorities Introduced Staffing drills, formal talent review processes and formal mentoring/referral programs at both the leadership and local levels in support of driving out the talent agenda. Worked closely with leaders to build out capabilities in performance & behaviour management conversations.Executed on enterprise strategy to introduce Sunday Banking, organizational review of Management roles and branch closures/mergers always balancing employee experience with risk to the organization and the goal of providing legendary customer experiences.Focussed on emerging talent i.e. new to Bank or to Retail Banking , Women in Leadership and specific communities within the region through internal and external training, forums to engage with district and regional leaders and targeted development plans. My goal was to fast track employees, build a pipeline of ready talent and ensure that employees could see that they could build their career through the experiences they would get in the Retail Bank.

Toronto, Canada Area

Toronto, Canada Area

Toronto, Canada Area

Toronto, Canada Area