CAREER OBJECTIVE

In the aftermath of the global financial crisis of 2007 - 2008, financial

services organizations need to focus more than ever on restoring trust and

stability, complying with new, more stringent regulations, making mergers

and acquisitions work, and expanding relationships with key clients. Doing

so takes hands-on leadership and the application of proven frameworks and

processes.

My career goal is to spearhead the growth strategy of an organization in

the Financial Service industry by incorporating key fundamental engines of

the company; marketing, products and services, organization, people and

financial.

COMPETENCIES

. Computer software integration & implementation

. Customer Service and Call Center Management

. Training and Learning Capabilities

. Quality Assurance Analysis and Problem Resolution

. Technical Support and Change Management

. Project Management

. Business Analyst

. Re-engineering Methodology

PROFESSIONAL EXPERIENCE

First Global Bank Limited (2007 - present)

Manager, Systems & Processes - Head Office Operations 2011 and

Jan 2014 - present

Selected as the ideal candidate to lead operational initiatives to improve

on internal controls to mitigate systemic and operational risks and support

the growth strategies of the organization with primary focus on:

Processes: - Review FGB processes, end-to-end, to identify best

practices to improve efficiency and effectiveness of processes. Document

policies and procedures and assist in designing and delivering training.

Risk Management: - Include a focus on minimizing the risk of revenue

leakage, fraud, forgeries and operational losses in business processes and

procedures. Assist in analyzing results to identify non-adherence to or

gaps in policies and procedures and implement measures necessary to

mitigate risk exposure. This requires in-depth knowledge of regulatory

requirements, applicable laws and international best practices.

Customer Service: - Provide support to branches and other operating

units to effectively resolve customer issues arising from transactional and

operational processing.

Projects: - Participate in or be responsible for project deliverables

including testing and quality assurance with respect to applications and

procedures deployed within FGB. Assist in supporting the implementation of

process changes. Coordinate and support User Acceptance Test (UAT)

People Management: - Provide leadership, development and guidance to the

Head Office Operations departments.

Acting VP, Operations January 2012 - December

2013

Spearhead the overall operational functions of the bank's network through

deliberate strategy focus on operational efficiencies embedded in policies

and procedures, employment of state of the art information technology

solutions, rigorous risk management and internal control policies and

guidelines delivered through well trained, customer-centric employees.

Operations Manager - New Kingston 2007-2010

Responsible for the daily branch operations, staff development,

implementation and maintenance of plans, operational processes and policies

deemed necessary to achieve the bank's goals and objectives. During this

period where there were strong external pressures from regulators and

auditors, I transformed the branch operations aspect of the bank to align

with international best practices.

Victoria Mutual Building Society 2003-2006

Assistant Manager - Falmouth

Spearheaded the growth of the branch through the development,

implementation and management of strategies that were responsive to market

conditions and the competitive landscape.

Increased both loan and deposit performances by over 100% within the first

year by employing aggressive marketing schemes, sales plan and re-training

of employees

Smythe Witter & Associates (Associate Project Consultant) 2000-

2003

Specialization in Process Reengineering, User Acceptance Testing,

development of business user manuals and training procedures. Clientele

included:

. Student Loan Bureau - project lead with focus on the development of

process flows and user processes and procedures manuals that were in

alignment with new operating systems being implemented

. Sherwin Williams - project lead providing guidance to the UAT team in

developing test scripts that covers the areas of focus in the UAT

exercise

CIBC West Indies Holdings (Consultant) 2000-2002

Business Process Analyst

Provided daily support in the planning, assessment, development and

implementation of strategic projects and initiatives to the Business

Support and Strategic Initiatives within the CIBC regional group. Mandates

included:

. Formation of the Centralized Securities Unit for the region factoring

the uniqueness of each island's legislative and regulatory framework.

Defined roles and responsibilities of unit members ensuring that

separation of duties is maintained and alignment with internal

controls policies around a robust risk management framework. The

scope of the job also included the development of process flows and

documentation of business processes and procedures

. Developed Business Continuity Plan (BCP) for the region. The job

required an understanding of the peculiarities of each island and

aligning the BCP to incorporate differences that existed.

The BCP was used in 2004 after the passage of hurricanes Ivan

(impacted Jamaica), Frances and Jeanne (impacted the Bahamas). The

document later became the framework for future plans.

Palace Amusement Company Limited (part-time) 2000-2001

Cinema Manager - Harbour View

Managed the general operations of the Harbour View Drive-In and provided

relief at the Carib, Island Cineplex and Palace Cineplex in Sovereign

CIBC Jamaica Limited (1984 - 2000)

(now CIBC FirstCaribbean International Bank)

Management Information Systems 1994 - 2000

. Implementation and Change Management Analyst - responsible for the

management of changes introduced in the business to ensure

compatibility within the Caribbean region, alignment across business

units and incorporating the organization's strategy

. Business Process and Quality Assurance Analyst - Project team leader

for the Caribbean region (for credit processes) on the re-engineering

project wherein a new banking system replaced several stand-alone

systems and applications

The role involved re-defining the business operations, conducting User

Acceptance Test on the functionality of the new system and its ability

to support the re-engineered business operations, developing process

flows, procedures and user manuals, assisting with the development of

training material and delivering training to the regional network

. Technical Support Analyst (Application and User Support) - As a

subject matter expert, functioned as liaison between branch operations

and the Information Technology unit. This involves the assessment of

issues experienced and reported by the branches/units and

providing/recommending the appropriate IT solutions. It also covered

active participation in project execution and post-implementation

support

Operational Banking -Branch Network and Head Office Operations 1984 -

1994

. Branch Operations Officer - Supervised the International Trade

Finance functions of the main branch (Letters of Credit, Collections

and Foreign Exchange)

. Internal Control Officer (Audit) - Ensuring compliance with the

internal control policies and procedures of bank, CIBC Head Office

(Canada), external auditors and regulators

. Assistant Customer Service Manager - Supervised a team of over twenty

(20) tellers and customer service agents

EDUCATION

The University of Manchester/Manchester School of Business (2010)

. MBA in Finance

The Jamaica Institute of Management (2005)

. Certified Personal Financial Advisor

The Institute of Management & Production (2001 - 2003)

. Diploma in Financial Management

The University of the West Indies (1993 - 1995)

. Certificate in Management Studies

Ardenne High School (1977 - 1982)

. High School Certificate with passes in CXC and GCE

OTHER INTEREST

. Volunteer service at the Bustamante Hospital for Children

. Past Executive member of the Trelawny Chamber of Commerce

. Served as Secretary - Governor General Awards Committee (Trelawny)

REFERENCE

Available on request

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