Senior Manager - Global change and transformation
HSBC Bank Canada
Total years of experience :34 years, 3 Months
- Responsible for Global change delivery initiatives. Successfully launched technology, people, process improvements as well as regulatory and risk projects/programs across Canada, and in some instances regionally in the Americas.
- Expert delivery in Regulatory compliance, Tax and financial reporting, Human resources, Credit operations, credit cards, payment and business process improvement projects.
- Experienced in Initiation to execution and delivery of multi-million dollar projects and program management, both business and technology centric. - Management methodologies include SDLC, Iterative, Agile and Waterfall.
- People and task managed assigned resources across multiple locations including Canada, USA, UK, India and Poland. Served a 6-month tenure in HSBC Canada’s IT portfolio management in 2016 to assist with cross pollination of Best practice Business transformation skills to IT project managers.
- Expert in complex cross functional and cross organizational change management.
I have held varied Department Management and Complex Project management roles in my career with HSBC. I have held Senior Management roles for 3 divisions in this company and I am experienced in both IT and Business delivery methodologies. I have managed teams directly and in a Matrix environment from 10 to 40 people. My relationship building skills have allowed me to move within the Bank to very challenging roles that stretched by capabilities and allowed me to learn more with each change. I am a positive change agent, with success in implementing and leading to full acceptance of new Technology and processes within an organization, Please review my CV for the varied responsibilities and roles I have held in the last 15 years in the Financial Credit and banking industry.
Held many Management roles in my 10 years tenure:
Senior Mgr/PMO Services - Mar. 2011 to Dec. 2013
I Managed both Business and Technology solution projects in Consumer Finance and Credit Card services and products integrations with HSBC Bank infrastructure. From idealization to Business case, Initiation, execution and final implementation and handover to the Business leaders.
Senior Relationship Manager/ IT planning and Services - Jan. 2007 to Mar.2011 : Technical consultant services for Retail merchants and new product launches, as well as RFP solution proposals for new business acquisitions. Responsible for the management, support and technology project delivery for the HSBC Bank MasterCard product suite, lead the team of 3 PMs and 6 analysts locally for 3.5 years.
Senior Project manager/ Information Services Dept. - Mar. 2003 to Dec. 2006 : Expertise in Technology support, Retail Credit Product launches and sales presentations in this role. I managed a team of 15 change professionals in the configuration support and system upgrades for the FDR/Paysys International suite of Vision Plus Credit system software. Lead the Private label card launch for three national Canadian Retailers. Responsible for HFCRS web based technology roll outs and Point of Sale support of over 60 retailers of their private label card programs managed through HFCRS retail services. Planned and implemented Metro 2 Credit bureau reporting standards release, and Credit Risk FICO SMG3 and TRIAD software products upgrades in this role.
Reporting to the CFO and Technology VP of the Credit Division I held several Management roles in the HBC Executive office:
Project Manager & team lead/ IT Services Credit division - Feb. 1999 to Mar. 2003.
Responsible for the design, development, testing and implementation support of an accounts receivable and financial credit system for HBC. Project managed a credit system conversion during my tenure here. 5 years of support experience in Mainframe Cobol environment, with in-house developed Visual Basic GUI fully integrated to Dialogic CTI, Melita auto dialer and Lucent PBX call center technology. Managed a team of 20 IT production support and development specialists in this role.
IT Project Manager HBC Credit processing - Sept. 1996 to Jan. 1999
Managed the business reengineering of the Retail Credit new account process through initiation, design, build and testing Phases. Configured and implemented the FDR Credit and Decision Management (CDM) system, Fair Isaac’s Search and Scoreware packages, as well as an integration to BancTec’s Image First Office (OCR) optical recognition system. As part of a joint business and IT development team at HBC, I acquired technical skill during this role. I develop training materials and delivered training to 3 national credit centers. Provided business and configuration support for the collections (CTA) and Letters (LTS) system modules as well.
National Processing Services Manager - Oct. 1994 to Sept. 1996.
Responsible for Leadership and management of the National Credit mail processing and Input control divisions. HR managed 25 to 30 associates in the in-house card production and mailing operation, Input control and Financial data entry teams. Controlled and managed a $9M annual budget for NCR Mail insertion Equipment, supplies, postage and payroll expense. Effected efficiency gains in this division totaling $3 Million with outsourcing card production, OCR insert automation and implementation of E-post services. First exposure to EMV card symposiums and coordinated the design, testing and implementation of the National Credit IVR system across 3 call centers during a 6-month project with IT.
Progressive career development and experience in a Credit Call Center environment. HBC management development program alumni whereby Supervisory positions were rotated on a 2 to 3-year basis.
Collections: Responsible for write off control and credit provisioning analysis of the Maritime portfolio. Managed 7 collectors directly and was appointed Training coordinator for skills development of the 30+ associates in Montreal Collections. Developed documentation, delivered training and implementation support for the Melita predictive dialer across 3 National collections offices.
Credit Control and Admin: Responsible for supervision and control for the Regional Credit Admin and accounting Department. Managed and developed 11 financial entry clerks, and controlled all Call center invoice payments. Assisted the Department Manager with local CT/PC/PBX technology and software upgrades, and roll outs to all departments. I was selected by the CFO to help execute semi-annual Call center internal audits.
Credit card Customer Care and Service: Responsible for supervisory management in a Credit Services call center. Scheduled, developed and evaluated 20 direct reports, and 15 part-time evening shift staff. Directed and coordinated the implementation of a Pyderian call center control and reporting system, in conjunction with an Auto mated call distribution (ACD) system upgrade with zero downtime to the call center. Was responsible for reporting requirements and revamp of the HBCA Card Services INFOBOT interactive voice response system in 1994.
Regional Trainer and auditor Credit Services: Reporting to the Hudson’s Bay Credit Controller, executed on a semi-annual basis the quality and accounting audits for 3 Regional credit centers. Developed policy and procedure changes, training materials and delivered training to call center resources where a weakness in financial and credit controls was determined.
PMP and RPMP qualified June 2009, PMP code of Ethics course October 2010, PMP PMBOK4 training June 2014
HBC retail Management training and Leadership Perspectives Certificate - Intensive 2-week MBA program developed by UBC
Management Certificate in Human Resource Management for sales and telemarketing Business center
Full business courses in Accounting, Marketing, Finance and Administrative management