Viktoria Van Leeuwen Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

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Toronto, Canada Area

In a fast paced world of continuous technological advancement and ever changing customer expectations, I deliver digital solutions for business and retail clients that improve the customer experience in using traditional and innovative banking products accessed via online and mobile channels. Select Projects and Engagements:ONLINE SYSTEM IMPLEMENTATION: • Led evaluation of third party partners, delivered business cases and implemented digital solution projects up to $2MM, expanding RBC client reach and reducing costs by digitizing manual processes such as client onboarding. • Launched an innovative Accounts Payable solution integrating RBC online banking with QuickBooks accounting making payment reconciliation faster and easier for business clients.• Developed third-party partnerships, negotiated contracts, focused teams on customers’ needs and business objectives, created sales and end-user communications - including policy documents, marketing videos, user guides and FAQs. THIRD-PARTY SOLUTION PROOF OF CONCEPTS: • Managed Proof of Concepts for online, e-commerce and mobile payment solutions. • Advocated for the product owner in developing integrated client focused solutions, negotiating with Fintech companies, and getting stakeholder buy-in. • Keeping the customer experience at the forefront, I developed user stories, documented process flows, and collaborated with User Experience (UI / UX) designers and content writers to design the Android and iOS mobile User interfaces. ANALYSIS AND STRATEGY DEVELOPMENT: • Independently conducted research on competitors and industry best practices, analyzed customer, market and technology trends; assisted Product Managers with strategy and business case development and presented to Senior Leaders.• Researched Blockchain technology and created a “Blockchain 101” presentation for Senior Leadership to share with the Sales Force in support of their client conversations.

Toronto, Canada Area

Provided thought leadership and consulting services on large-scale transformations and customer-centric business solutions that encompassed people, process and technology for various industries: Banks, Insurance and Telecom.Select engagements included:Cash Management Online, CIBC (2010 – 2012) Transformational $88million+ project to replace the bank’s legacy online Cash Management application with a customized vendor software implementation, managed by CGI as Software as a service (SaaS).• Led the requirements and QA tracks; delivered on the client’s strategy by translating business requirements to ‘IT speak’. Developed test plans and provided post-implementation defect resolution and support.• Assisted with developing online and in-class training modules for client sales staff. Helped document client user guides and operational procedures in support of streamlining processes. • Managed and coached a diverse 12 person on-shore and off-shore testing and QA team through System, Integration and End-to-end User Testing, as well as post-production support.Help Desk Transition Manager, CIBC (2006 – 2007) Moved a critical brokerage call center from a third party outsourcer to the client's internal Help Desk Support area. • Managed the plan, risks and project activities to transition the call center equipment and support staff. Streamlined support process removing redundancy which led to 15% cost reduction thereby meeting business’ objectives, and increased service levels which resulted in higher client satisfaction scores.Business Process Reengineering Lead, BMO (2006) Re-designed the paper instrument handling processes in response to regulatory changes mandated by the CPA.• Facilitated client interview sessions to document current state processes. Re-designed the payment instrument handling processes to create efficiencies and support future state electronic payments.

Consultant, Lead Business Systems Analyst (2001 – 2004)Developed and implemented Retail Banking solutions, including Mortgage and Loan Originations systems for large financial clients in Canada and the US. Acted as a liaison insuring co-operation and effective communication between business and technology client groups. Select clients included: Bank of America, SunTrust, RBC, and BMOSample engagement: Enterprise Originations, AMS internal R&D (2003 - 2004)A $12 million iterative development project to build a J2EE/.NET loan origination system for all credit products.• Successfully managed, coached and mentored an international 20-person team of testers across three countries and two continents, despite cultural and language differences.• Developed training materials and delivered on-site training to both business and technical staff.Prior to 2001, worked as a programmer, JAD session facilitator, system implementer and consultant on various engagements within AMS including building a Real-estate gateway and creating a CRM Marketing Database.

Ba, Accounting

Activities and Societies: Debating Team

Ba, Computer Science

Activities and Societies: Debate team