Sharon Gordon Email and Phone Number

Led a team of highly skilled HR and Operations Contact Center Group Managers, Team Managers, front line HR consultants and Resource Officers. I also directed the Canadian Health & Safety Managers as they support colleagues and Executives and Employee Support Analysts in Canada and the US. The team consists of both 60+ Canadian and 25+ US based Managers, Leaders and colleague/customer facing agents. 2014 - 2018 Manager of Canadian Banking Contact Center Operations directing a team of 10… Show more Led a team of highly skilled HR and Operations Contact Center Group Managers, Team Managers, front line HR consultants and Resource Officers. I also directed the Canadian Health & Safety Managers as they support colleagues and Executives and Employee Support Analysts in Canada and the US. The team consists of both 60+ Canadian and 25+ US based Managers, Leaders and colleague/customer facing agents. 2014 - 2018 Manager of Canadian Banking Contact Center Operations directing a team of 10 seasoned Assistant Managers and 5 Officers in Ontario, Quebec and Bangalore India.2011 to 2014 National Manager Indirect Lending Operations. I launched and managed a team of 20-30 National Credit Centre managers, credit analysts and funding agents while overseeing underwriting and compliance operations.2008 to 2011 Branch Manager in the Greater Toronto Region. I managed branch operations of 15-20 sales driven team members, focussed on the customer with emphasis on exceeding business sales targetsKey Accomplishments:• Enabled the successful Provincialization project for the Wealth, Asset Management, and Insurance divisions, enhancing the Human Resource program across Canada.• Led the North American rollout of Workday and ServiceNow across Canada and the US East Coast, impacting 90,000 colleagues, leaders, and executives.• Led Regional Branch through change to 7-day work model, results improved legendary customer experience.• Launched a new credit and funding processing center, utilizing a digital-only platform, reducing credit application turnaround times by half.• Transformed Contact Center operations, building out and optimizing Operational Centers in Canada (London, Montreal, and Toronto) and India, increasing team efficiency by 15%.• Developed and executed strategic business plans leveraging internal operating models which led to cost reductions of approximately 20%. Show less

Led team of 60+ Canadian Unit Managers and customer facing colleagues tasked with processing Canada Student Loan payments on a timely basisProcess Improvement - Identified and implement process enhancements to increase efficiency, accuracy, and compliance in student loan processing.Performance Management - Monitor and evaluate the performance of team leaders and agents, providing coaching, feedback, and development opportunities to ensure high productivity and quality… Show more Led team of 60+ Canadian Unit Managers and customer facing colleagues tasked with processing Canada Student Loan payments on a timely basisProcess Improvement - Identified and implement process enhancements to increase efficiency, accuracy, and compliance in student loan processing.Performance Management - Monitor and evaluate the performance of team leaders and agents, providing coaching, feedback, and development opportunities to ensure high productivity and quality service.Regulatory Compliance - Ensure all student loan processing activities adhere to relevant regulations and policies, maintaining up-to-date knowledge of changes in the regulatory environment and implementing necessary adjustments.Key Accomplishments:• Directed the team through a successful audit and compliance review by the Canadian Government for Student Loan services. Show less

Senior Manager Securities Operations 2004 to 2006Directed Processing Operations for Mid-Market and Corporate Client portfolio team of 80+ Managers, Supervisors and front-line processing teamManager – Credit Card Fraud Detection Operations (Unionized department)2001 to 2004Directed team of agents whose accountability was the detection, prevention, and resolution of fraudulent activities to protect the organization and its customers, while ensuring efficient and compliant… Show more Senior Manager Securities Operations 2004 to 2006Directed Processing Operations for Mid-Market and Corporate Client portfolio team of 80+ Managers, Supervisors and front-line processing teamManager – Credit Card Fraud Detection Operations (Unionized department)2001 to 2004Directed team of agents whose accountability was the detection, prevention, and resolution of fraudulent activities to protect the organization and its customers, while ensuring efficient and compliant operational processes.Manager – Telephone Banking Operations1998 to 2001Lead team of customer success phone agents and optimized the performance of the telephone banking team, ensuring exceptional customer service and efficient handling of banking inquiries and transactions.Branch Bank Manager1994-1998Managed branch operations of 8-12 sales and service driven team members, focussed on customer service with emphasis on exceeding service delivery targetsKey Accomplishments:• Pioneered the highly successful launch of Simplii Financial (formerly Presidents Choice Bank), implementing critical updates to compliance controls and process improvements post-launch.• Spearheaded the rollout of enhancements to the Falcon Fraud Monitoring application, boosting fraud detection by 45% initially and an additional 10% the following year. Show less