Manager Sales

Innovative and customer-focused professional with 7+ years’ experience in Telecommunications Industry and 10+ years’ experience in Business Analysis and Project Management practicing Agile, Waterfall and SDLC methodologies. Responsible for development and management of Scotiabank and Teleperformance’s strategic process planning; development of long- and short-term Business Plans; leading project activities, developing priorities that contribute to the development and success of business. Develops regulatory, management, corporate and operational reports; performance metrics for staff of 20+ employees and data analysis; provides information and manages requests from Compliance and Finance and ensuring data quality, insights and information provided are timely, valid and accurate and meets the needs of various internal and external stakeholders such Vice Presidents, Directors, Senior Managers, Finance and IT teams.

CORE SKILLS & COMPETENCIES

Project Management

Change Management

Risk Assessment

Problem Solving Skills

Stakeholder Management

Resource Forecasting & Allocation

Continuous Process Improvement

Critical Thinking and Analytical Skills

Business Analysis

Team Leadership

Requirements Management

Capital Markets

PROFESSIONAL EXPERIENCE

Manager, Business Analysis & Trade Finance Technology Scotiabank, GWO Toronto, ON Jul. 2017 – Oct. 2018

Led evaluation of lending service processes, working with operations team to analyze, reconcile, and report on small business loans while updating and revamping processes to identify unreconciled items, resolve incongruities, and mitigate potential risks.

Selected Accomplishments:

Led communication with senior management and multiple departments to establish reporting requirements and processes, developing new user-friendly report modifications and consolidations while documenting, standardizing, and training staff on new processes. Improvements resulted in 30+ man-hour savings per month.

Implemented sanity checkpoints to proactively identify frequently seen deficiencies while reorganizing contract work structure to ensure all work is authorized, resulting in significantly improved internal audit results.

Projects:

Corona Reconciliation

New Lender Setup in AS400

Update New Facilities in ACBS

Key Responsibilities:

Business Stakeholder Communication: Coordinated with internal teams including IT, Operations, Settlements and finance to communicate system updates as well as ongoing and upcoming project progress.

Leadership: Led, mentor and coach team of 40+ junior analysts. Monitored BA performance, flagging accounts sitting for 30+ days to perform risk assessments and proactively mitigate operational risk exposure.

Gap Analysis: Completed gap analysis and system analysis by tracing and documenting current state and future state to identify processes to improve as part of process improvement initiative.

Business & Risk Management: Lead business analysis and foundational accounting tasks, evaluating financial information to identify discrepancies and operational risks for non-performing loan facilities.

Project Management: Led ad hoc projects to investigate current processes and develop system enhancements, coordinating with SMEs and other departments to establish requirements and collaboratively develop solutions. Create Project Intake forms, update and achieve signoff from PM and all stakeholders.

Quality Assurance Testing: Directed Quality Assurance activities by reviewing test plans, test cases with stakeholders and provide leadership on testing and defects for the Corona Reconciliation Project. Collaborated with Technology teams to support development of requirements and design to ensure business and stakeholder needs are met.

Reporting and Analysis: Lead development and implementation of Corporate and Operations reporting using Microsoft Excel ensuring monthly, quarterly and annual operational management and corporate reports are designed and produced to support decision making for the Executive Management Team. Check reports for accuracy and completeness, submit reports to Vice President (VP) for signoff and further distribution to all departments.

Escalation Management: Assessed reports to track business risk, managing business accounts over $1M while resolving escalations regarding unfound payments in the Corona to prepare reporting for Senior Manager, Directors and VP.

Technical Acumen: Windows, Word, Excel, PowerPoint, Access, SharePoint, Visio, SQL, Oracle IPM, AS/400, JIRA, Skype, Lync, WebEx, BESS, Corona, ACBS

Senior Business Analyst, Operations Control Scotiabank, GWO Toronto, ON Sept. 2015 – Jul. 2017

Managed and supported $10M+ Capital Markets project to reconcile internal trading data against external reporting systems, analyzing initial project scope and functioning as project SME to strategize implementation while automating processes and developing new systems to ensure regulatory compliance across ongoing and future trades.

Selected Accomplishments:

Redesigned 2-way Excel data reconciliation against source systems and Global Trade Repository to meet regulatory reporting requirements, resulting in accurate reporting to stakeholders and 120 man-hour savings per month.

Automated report running process through new user-friendly report, allowing departments to access relevant data. Created Exception Log to track trades in need of investigation, reducing process time from 2 weeks to 5 days.

Projects:

Swap Data Repository (SDR Reconciliation Tactical Solution)

Design and Implementation of an Issue Management Solution

ICE Backloading

Key Responsibilities:

Leadership: Lead and mentor team of 6+ business analysts. Provide guidance, coaching and training on Regulatory Compliance rules, investigation procedures, generating weekly reports, retrieving raw extracts from source systems, CCD-Fenergo, DTCC, and SQL queries to ensure KPI and KRI metrics are understood and met on daily basis. Also, submit forms to request access to all systems and create training schedules for new analysts.

Requirements Management: Led interviews of business stakeholders, end users and Subject Matter Expert (SME) to plan, elicit, analyze, document, communicate and manage system requirements for Commodities, Credit, Equity, Forex and Rates trades to create automated solution and maximize business value.

Cross-Functional Communication: Tracked and communicated system and issues to teams in Global Wholesale Operations, Regulatory Compliance, and Technology teams. Ensured integration of project risks, issues, assumptions, constraints, dependencies, deliverables and communicated in business requirements to all stakeholders.

Stakeholder Management: Directed brainstorm sessions to discover key stakeholders, prioritize and manage stakeholders by understanding their interests and impact in the project to by adapting commination style to create a win-win situation.

Process Maps: Identify the different tasks and task owners in carrying out reconciliation between sources systems and data repositories, document use cases per task owner and draw UML diagrams such as, high level map, detailed map, swim lane diagrams, flowcharts etc. to depict the current process, timelines and different factors involved.

Vendor Relationship Management: Assist Senior Management in providing Request for Information (RFI) to third party vendor (Sapient). Facilitate the review of assessment results received from Sapient with stakeholders for decision making.

Risk Management Assessment: Compile, monitor, examine, and audit various financial, performance, and data reports/systems for accuracy, integrity, and conformance to performance benchmarks. Draw conclusions and prepare written findings and presentations to Senior Management i.e. Directors, Vice President, Senior Managers, Head of Compliance to assist in good decision making and mitigate risk to the bank.

Regulatory Project Management: In absence of Project Manager, lead and submit project updates to directors and VPs. Facilitate the PMO by updating the project Tableau dashboard with Project objectives, goals achieved, upcoming milestones, risks and issues, Smart Stream financials and overall project status.

User Acceptance Testing: Oversee User Acceptance Testing (UAT), develop test strategy and plan, prepare test data, identify and document test scenarios and test cases, and review the results with all stakeholders for SDR automation.

Change Management: Assist with change management activities such as providing user training and job aid development for the teams impacted by system integration.

System Enhancements: Use lean methodology to recommend elimination of waste i.e. Waiting, Over Processing and Defects by adding formulas in SDR Tactical Reconciliation in Excel and ad-hoc report enhancements for automation.

Technical Acumen (Continued on next page): Windows, Project, Word, Excel, PowerPoint, Access, SharePoint, Visio, SQL, Publisher, SDR, JIRA, Confluence, Skype, Tableau Online, Lync, WebEx, TenX, K2, UnaVista, Wallstreet (WSS), Murex (FX, Base Metals, Precious Metals), Epsilon, Central Customer Data Repository (CCD Fenergo), Dodd-Frank Act (DFA), Canadian Trade Reporting (CTR), European Market Infrastructure Regulation (EMIR), Hong Kong Monetary Authority (HKMA), Monetary Authority of Singapore (MAS), ISDA Master Agreements

Senior Business Analyst, Process Engineer & Regulatory Initiatives Scotiabank TO, ON Apr. 2015 – Sept. 2015

Functioned as key contact and analyst between trading staff and IT teams to develop, update, and control internal trading systems, supporting multiple agile projects to implement clearing processes while ensuring seamless system integration and enhanced process efficiency.

Selected Accomplishments:

Developed action item list in support of multiple concurrent projects, continually holding staff accountable for project deliverables to alleviate project management burdens from director.

Evaluated and documented various internal process flows, utilizing Lean Six Sigma principles to track system interactions and improve process efficiency wherever possible.

Projects:

Onboard new currencies for Clearing (such as SEK, MXN etc.)

Migrate Trades from DTCC to Markitwire

DSMatch decommissioning and migration of trades to Markitwire

Key Responsibilities:

Business Management: Liaised between business lines, Front office traders, DP Collateral, DP Confirmations, Settlements, and Regulatory Compliance teams to establish new system requirements and document intended processes, coordinating with all relevant internal teams to communicate system updates as well as ongoing and upcoming project progress.

Stakeholder Communication: Coordinate, develop and manage relationships with internal and external stakeholders, leadership teams across Scotiabank as well as industry representatives and collogues.

Process Documentation: Document current and Future Process State in Visio to understand system behavior, system interactions, data flow and impact on all internal departments i.e. IT, Settlements, Collaterals, Payments, Confirmations teams by gathering data from stakeholders and using Flow charts, Process Diagrams and Process Mapping.

Project Management: Assist project manager with defining project scope, help to develop project plans and schedules, leading business requirements analysis/elicitation and documentation, identifying risks to project timeline/budget cost/scope and proactively establishing mitigation strategies, overseeing user acceptance testing, managing implementation of new business processes and system changes to ensure successful outcomes.

Change Management: Assist with change management activities. Help establish procedures for post-implementation operation and support to DP Confirmations team after Migrating trades to Markitwire from DSMatch. Provide user training and job aid development for the team using Word.

Technical Acumen: Windows, Project, Word, Excel, PowerPoint, Access, SharePoint, Visio, SQL, Publisher, AS/400, JIRA, Confluence, Skype, Tableau Online, Lync, WebEx

Manager, Scotiabank Project Teleperformance Canada Toronto, ON Sept. 2011 – Apr. 2015

Led, directed, and oversaw operations of 20-person team to consistently meet and exceed established KPIs while regularly collaborating with multiple cross-functional teams and senior management to implement new processes to enhance workflow.

Selected Accomplishments:

Led teams to consistently exceed goals which led to increased revenue by 5 times for Teleperformance.

Successfully developed and implemented an Excel spreadsheet to automatically calculate hours worked by offsite staff. This resulted in significant time savings of one hour per day.

Projects:

Launch of Scotia Bank Gold American Express Credit Card

Outbound Sales for Credit cards, Day to Day banking, Line of Credit

Inbound Sales and Service for Day to Day customer inquires

Key Responsibilities (Continued on next page):

Strategic Planning: Led the development and implementation of dialing strategy discussions to maximize customer data and to support business needs.

Facilitation: Leads project status meetings with all stakeholders and provide updates to management and business sponsors; manage project issues, ensuring appropriate and timely escalation to key stakeholders to manage project risks and end-to-end delivery of business requirements.

Process Analysis: Provided operational and process-related analysis and showcase support by documenting current and future state, data flow and system interactions in Visio for integration of new American Express Credit Card.

Daily Scums: Chair daily scrum meetings to track progress of the KPI and KRI metrics and identify as well as address any roadblocks. Action the roadblocks and communicate with all stakeholders.

Strategic Launch: Participate in discussions of American Express Credit Card Launch with Marketing, Credit Card, Operations and Technology Teams to strategize plans for sales campaigns, marketing materials, training, systems readiness and reporting requirements to successfully launch the new credit card and to achieve optimal results.

Performance Management: Supervised performance of 20+ team members by creating and updating dashboards for attendance adherence, KPI management, payroll and quality. Present resource allocation suggestions based on strengths to Executive Management.

Technical Acumen: Project, Word, Excel, PowerPoint, Access, SharePoint, Visio, Windows, Publisher, AS/400, C/S, JIRA, CRM, Avaya, Intralink (Sales Builder, IRIS, Print Manager), Impact 360, Skype, Lync, WebEx, ADP, Edge, CRM, Salesforce, CRTC (Canadian Radio-television and Telecommunications Commission)

Manager, Rogers Project Teleperformance Canada, Operations Toronto, ON Aug. 2008 – Sept. 2011

Directed launch of new sales campaigns in Peterborough Contact Centre, collaborating with various levels of management to establish centre, recruit and train staff, and drive increased sales performance. Strategically revamped internal processes, establishing and tracking KPIs to increase overall staff performance.

Selected Accomplishments:

Held Client Quality Sessions for Rogers; strategically revamped and increased staff performance by 20%. Induced reporting and coached effectively to increase KPIs.

Projects:

Upgrade customers from analog to digital cable/ Migrate customers from analog to digital home phones

Sales Campaigns: Cross-selling on other products, upgrade cable, customer satisfaction surveys

Elections Ontario Campaign

Radio Station 93.5 CHUMF survey Campaign

Key Responsibilities:

Develop Strategic Solutions: Created strategic solutions and high-level requirements by researching/analyzing issues, defined opportunities for process improvements and worked with functional teams to produce detailed function specifications. Worked with end users and other Business Analysts to analyze, develop and recommend solutions to business problems.

Team Leadership: Managed Staff performance and development of 20+ employees including performance management and reviews. Setting goals and priorities and coaching and mentoring team members by reviewing results.

Gap Analysis: Performed detailed Gap Analysis to have better understanding of the difference between the existing and future system used by Rogers.

Financial and Operations Reporting: Led, developed and maintained Teleperformance’s reporting, operational and financials, ensuring all monthly, quarterly and annual operational management and corporate reports are produced to support decision making for the Executive Management Team.

Technical Acumen: Windows, Project, Word, Excel, PowerPoint, Access, SharePoint, Visio, SQL, Publisher, AS/400, SGI/ICM, Vision 21, JIRA, CRM, Avaya, Skype, Davox-Dialer, ADP, CRTC (Canadian Radio-television and Telecommunications Commission)

Team Leader Smart Set Canada, Retail Operations Toronto, ON Jul. 2007 – Aug. 2008

Assist the Manager in the daily operations of Smart Set store located in Yorkdale Mall to ensure smooth running of operations to maximize sales and minimize costs. Motivate personnel to perform according to their maximum capacity.

Selected Accomplishments:

Improved staff performance significantly by introducing additional training and ongoing coaching.

Key Responsibilities:

Manage Store Operations: Maintain product replenishment, stock control, shipping and receiving, store maintenance and ensuring that store physical inventory shortage results are at or below company standards.

Customer Service: Improved store sales performance by encouraging customer selection and suggesting additional items. Processed transactions at the register and maintained sales ledgers.

Training and Coaching: Assist in recruiting, training, supervising and retaining store staff. Improved staff performance by introducing additional training and improved ongoing coaching to ensure continual.

Administrative Duties: E-mail communication, Store opening and closing procedures, Sales and Bank deposit reconciliation, Weekly and Monthly Reporting, Shipment paperwork, Sales Analyses and prepare store for audit.

Technical Acumen: Windows, Word, Excel, PowerPoint, POS Terminal

Assistant Manager Payless ShoeSource Inc., Retail Operations Toronto, ON Jan. 2004 – Aug. 2007

Managed store level operations, recruitment including training and disciplinary issues to improve staff performance in response to market demand.

Selected Accomplishments:

Initiated interface with Loss Prevention Officer to implement strategies that significantly decreased internal and external revenue loss by 10% and increased sales production by 15%.

Key Responsibilities:

Team Schedules: Prepare store staffing schedules to reflect peak time coverage within budgetary constraints and ensure payroll percent-to-sales for the store are at or below budgeted goal.

Merchandising: Maintained the visual merchandising strategies for the store to create a store environment that provides customers with a positive shopping experience.

Loss Prevention Lead: Significantly decreased internal and external revenue loss by retraining staff and updating the instore purchase policies. Supported District Manager by facilitating up training district wide to achieve sales goals.

Manage Store Operations: Managed store level operations, creating/verifying per-determined banks and deposits, Shortage/Overage control procedures, Daily/Weekly/Monthly Reports, Shipment Paperwork, Payroll, Audit procedures, E-mail Communication, created work schedules to reflect peak time coverage and budget constraints.

Technical Acumen: Windows, Project, Word, Excel, POS Terminal

EDUCATION & PROFESSIONAL DEVELOPMENT

CBAP - In progress Toronto, ON 2019

Lean Six Sigma University of Toronto Toronto, ON 2015 – 2016

Business Analyst Certificate IIBA University of Toronto Toronto, ON 2013 – 2014

General Arts and Science Seneca College Toronto, ON 2005 – 2007

TECHNICAL ACUMEN

MS Applications/Systems

Project Word Excel PowerPoint Access SharePoint Visio Windows SQL Publisher

Computer Systems

AS/400 C/S SGI/ICM Vision 21 JIRA CRM Avaya Intralink (Sales Builder, IRIS, Print Manager) Impact 360 Confluence Skype Tableau Online Lync WebEx TenX Davox-Dialer ADP Edge CRM BESS Corona

Regulatory Compliance

CRTC (Canadian Radio-television and Telecommunications Commission) Dodd-Frank (DFA) Canadian Trade Reporting (CTR) European Market Infrastructure Regulation (ESMA) Hong Kong Monetary Authority (HKMA) Monetary Authority of Singapore (MAS)

Capital Markets

Equities, OTC and ETD Derivatives (IRS, CDS, FX, Futures, Options, Swaptions

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