Pat M. Paladino

Cambridge, ON 519-***-****

addfv6@r.postjobfree.com www.linkedin.com/in/pat-paladino

Senior Business Process Management & Improvement Leader

Optimize Speed, Quality, Cost, Customer Satisfaction, & Employee Engagement

Drive business excellence by enabling organizations to execute business with greater agility. Effectively work at all levels of organizations, from CEO to front-line employee. Leverage broad industry experience, including high-tech manufacturing, telecommunication, and financial services, to resolve complex challenges, delivering measurable and sustainable results and value.

Manage internal consultants and teams, executing cross-functional process improvement and transformation projects. Partner with internal customers to identify best approach for achieving business and efficiency goals. Influence business units to prioritize and execute work deliverables. Mobilize teams towards action and completing projects, using strong communication, collaboration, and relationship management skills.

Expertise in:

Business Process Management & Reengineering Digital Business Automation & Workflow Strategic & Operational Planning

Professional Experience

ALLIANZ Global Assistance Canada, Kitchener & Cambridge, ON

Senior Business Process Consultant, Operational Excellence (OE) Feb. 2019 to Nov. 2019

Developed and deployed business process management framework for defining and modeling management, core and support business processes. Created the AGAC business process architecture standard/model.

Recommended and gained senior management approval for business process modeling tool (ADONS NP) used to establish process modeling standards and conventions.

Moved organization from ad hoc process mapping with no process repository to the global standard for process modeling and process repository.

Coached OE team to model Manage Assistance & Claims, Develop Product & Pricing core processes using global modeling standards and best practices.

Recognised by peers as the company’s “Go To” BPM subject matter expert, coach, and mentor.

Delivered education sessions to senior leaders, increasing awareness and understanding of BPM principles, practices, and deployment steps for rollouts.

Provided leadership, promotion, and support for ADONIS NP process discovery modeling and analysis tool, successfully standardizing process modeling methods and creating the “one source of the truth” process repository.

Participated on numerous ad hoc process analysis and improvement activities across Operations.

Provided mentorship to the OE process analysts and consultants.

TELUS, Toronto, ON

Senior Strategy Manager, Business Process Management (BPM) 2014 to 2018

Deployed BPM methodology across selected core processes; worked directly with senior management on reducing functional silo behaviour, measuring process performance, streamlining end-to-end process performance, and optimizing operational productivity.

Identified, evaluated, and recommended solutions for process, organizational structure, and technology improvements, increasing efficiency of network technology and service deployment.

Coached business unit (BU) primes on adopting BPM principles and practices aimed at identifying opportunities and creative solutions for optimization and efficiency improvement; built key relationships, influencing multiple teams to embark on BPM transformation journey.

Orchestrated first use case (IBM’s BPM platform and tools) to automate key core process, saving $750K in net present value and 116% internal rate of return; $1.9M projected total benefit by 2022.

Led reengineering project across core process, significantly reducing cycle time and nonvalue-added activities; achieved $3K reduction per network deployment request.

Delivered Hoshin planning methods to network and supply transformation leadership team, enhancing alignment and focus on critical breakthrough objectives, team goals, and scorecard key performance indicators (KPI).

Established and led company-wide Community of Practice, driving consistent adoption of BPM definition, approach, and tools. Recognized as company’s “Go To” BPM subject matter expert, coach, and mentor.

Provided company-wide administration, promotion, and support for IBM’s Blueworks Live process discovery modeling and analysis tool, standardizing process modeling method and repository.

Pat M. Paladino addfv6@r.postjobfree.com Page Two

SCOTIABANK, Toronto, ON

Senior Manager, Process Improvement (6-month contract) 2013

Led lean management program design / deployment and coached Global Banking Markets Securities and Control Operations management and teams. Advised on development of BU’s continuous improvement program for 80K-person organization.

Guided team of internal consultants and change agents to deploy lean management pilot project, attaining 24% capacity gain (14 FTE equivalent) for Securities Operations and 30% capacity gain (15 FTE equivalent) within Reconciliation and Control Operations.

oSecured buy-in from Chief Financial Officer (CFO), based on pilot success, enabling full deployment of multiyear lean management program.

Partnered with McKinsey Consulting to deploy McKinsey’s lean management methodology; led change teams through diagnostic, design, and implementation phases and trained business managers and staff on required skills for operating in future state.

EXCELLENCE IN MOTION CONSULTING SERVICES, Cambridge ON

Consultant, Business Process Management 2010 to 2012

Provided BPM and process redesign consulting to clients, including John Hancock Life Insurance, Wal-Mart Canada, and TD Bank Financial Group.

Delivered redesigned processes to process owners, achieving specified project goals and timelines.

Partnered with John Hancock’s senior management on identifying and facilitating process review projects, using lean, Six Sigma, and Rummler-Brache methodologies; enabled client to execute businesses with greater transparency and accountability of performance and continuous improvements.

oSpearheaded thorough Six Sigma process review of US Reinsurance Ceded operations; mapped all functional sub-processes, fostering common understanding of how work was performed.

oConducted value-added analysis of Reinsurance Administration sub-processes, identifying nonvalue-added steps and opportunities for potential solutions.

oDeveloped workflow capacity models for determining optimal staffing levels, enhancing utilization of resources.

oBuilt new organizational structure to support streamlined business processes, realizing 20% lower cost and 40% faster cycle times.

Mapped and analyzed key end-to-end retail merchandising processes for Wal-Mart, providing solution for mitigating risk following recent reorganization of centralized replenishment function.

oIdentified options for streamlining retail merchandising activities and accountability across multiple functions.

oEstablished centralized retail merchandising role, eliminating duplication and improving efficiency for print advertising.

Standardized TD Bank service desk (incident management process and procedures) across 4 lines of business, delivering consistent, efficient, and effective service to all employees.

Developed future mode of operation model for TD Bank’s asset refresh planning and management, including development of policies, processes, and procedures.

MANULIFE REINSURANCE, Toronto, ON

Director, Process and Training 2006 to 2009

Drove continuous improvement across Reinsurance operations, with focus on strategically aligning and optimizing workflow, management, training, and staffing of business processes.

Conducted Six Sigma DMAIC process redesign for retention management, statement / European client administration, claims, pricing, treaty review, and international group programs, ensuring alignment with strategic direction and industry best practices.

Developed and implemented Hoshin-based breakthrough planning process, reducing senior management planning cycle time from 3 months to 3 hours.

Designed Operations training framework, linking annual breakthrough objectives and process redesigns to specific individual training plans, based on clearly defined skill and knowledge requirements for each process role.

Developed and implemented organizational skills and knowledge training assessment process, increasing accuracy of skills assessment, job ladder descriptions and criteria, and budgeting.

Redesigned statement administration process (Six Sigma DMADV), incorporating industry best practices into sustainable new process.

Integrated business process redesign and corporate IT business solutions delivery methodologies, achieving 50% faster design and deployment cycle times.

Implemented monthly resource planning and management tool, enabling efficient planning of daily operations, project work, and strategic initiatives for customer management team.

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EXCELLENCE IN MOTION CONSULTING SERVICES, Cambridge ON

Executive Management Consultant, Business Excellence 2003 to 2005

Partnered with senior management to resolve critical business issues for Sun Life Financial Canada.

Designed and conducted business process management and improvement (BPMI) readiness assessment, providing Canadian executive team with concise baseline of existing capabilities.

Prepared executive ‘magic quadrant’ report for BPMI methodologies and suppliers, enabling selection of best fits.

Developed custom BPMI end-to-end guideline for Group Benefits BU, ensuring standardized approach.

Conducted National Quality Institutes PEP level 2 assessment for Group Benefits BU, establishing baseline for strategic improvements.

Facilitated community of practice, developing Business Excellence initiative plan and milestone deployment schedule.

Additional Related Experience

THE CANADA LIFE ASSURANCE COMPANY, Toronto, ON, Director, AVP, and VP, Quality Services Office

AT&T CANADA CORPORATION, Toronto, ON, Senior Manager, Corporate Quality Office Manager, Continuous Improvement Manager, Customer Satisfaction

MOTOROLA CANADA LTD, Mississauga, ON, Master Black Belt and Supervisor, Supplier Quality Engineering Senior Supplier Quality Engineer

CONTROL DATA CANADA LTD, Mississauga, ON, Test Support Engineer Supplier Engineer Quality Assurance Engineer Quality Engineering Technician Senior Test Technician / Shift Leader Computer Test Technician

Education / Professional Development

Electronics Engineering Technology Diploma with Honors, DeVry Institute of Technology, Toronto, ON

Quality Assurance Certificate, Level II, Mohawk College of Applied Arts and Technology, Hamilton, ON

Quality Assurance Certificate, Level I, Sheridan College of Applied Arts and Technology, Hamilton, ON

Six Sigma Master Black Belt Certificate, Motorola University, Schaumburg, IL

Project Management Certificate, Institute of Professional Management, Toronto, ON

Professional Membership / Certification

American Society for Quality

Certified Quality Engineer, American Society for Quality

Certified Manager of Quality / Organizational Excellence, American Society for Quality

Master Black Belt, Motorola University

Value Stream Mapping, TELUS Process Improvement Centre of Excellence

Technology Skills

ADONIS NP Business Process Management IBM Blueworks Live IBM Business Process Manager Process Modeling & Workflow Automation Tools

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