Yyyyyy x. yyyyyy

Management Professional

Operations Leadership ~ Process Improvement ~ Consulting ~ Regulatory Audits / Investigations

Risk Assessments & Mitigation ~ Broker / Dealer Regulatory Compliance ~ Project Management

         Significant leadership expertise gained from extensive background in financial services, especially related to operations, risk management, governance, training, human resources, production, SLA management, client satisfaction, and regulatory compliance.

         Solid project management experience with the ability to coordinate resources and facilitate delivery within timeline, scope, and budget constraints.

         Excel at interfacing with key stakeholders to contain expenses, drive continuous improvement, and ensure rigorous conformance to quality control and privacy parameters.

         Highly effective communicator; able to coordinate, empower, and guide teams in accomplishing objectives in a fast-paced and diverse environment.

         Sharp blend of investigation, consensus building, analytical, mentoring, and group facilitation skills.

         Extremely well-versed in strategies to reduce costs encompassing staffing, overtime, and absenteeism.

         Able to establish unified working relationships with all levels of an organization as well as external agencies.

         Consummate strengths in strategic planning, headcount/production forecasting, fueling new business development, and deploying solutions which enhance productivity, competitive positioning, and cost control.

         Exemplary experience in training, supervising, and motivating cross-functional teams dedicated to delivering extraordinary client service.

         Highly regarded as a subject matter expert (SME) in problem resolution.

         Captured $40K in savings by curtailing unnecessary staff within Transfers-In team at CIBC.

         Championed efforts to achieve Employee Satisfaction index of 88-94%, Learning and Development index of 91-99%, and World Class index of 83%.

         Selected as Chairperson of several diversity initiatives and awareness programs.

         Established and implemented comprehensive training and development program to heighten staff performance and job satisfaction.

         Successfully converted 80,000 business accounts to descriptive statements within defined schedule.

         Methodically streamlined department operations to slash overtime by 91%, lower departmental expenses by 14%, and enhance team synergy.

         Orchestrated automation of 60,000 business accounts province-wide and delivered formal presentations to branch network regarding initiative.

         Cost-effectively controlled a budget of $650K at CIBC/INTRIA.

CIBC Retail Mortgage Servicing Operations, Toronto, Ontario, 2003-Present

Manager, New Loans and Transfers-In

         Direct, motivate, mentor, and supervise up to 23 personnel in servicing retail loans while exhibiting stringent adherence to SLAs and performance standards.

         Apply dynamic talents in training and coaching to elevate productivity output and boost staff morale.

Continued ►

Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2

         Control risk exposure by closely monitoring credit adjudication and compliance activities, and ensuring accuracy and completion of post-funding mortgage documentation.

         Diplomatically assuage frustrated clients and solicitors, and maintain cooperative departmental relationships with third-party service providers.

• Serve as Managing Editor for Retail Mortgage Operations monthly newsletter distributed to 350 employees.

CIBC Mortgage Operations, Toronto, Ontario, 2001-2003

Manager, Discharge Documents

         Shepherded team of 16 in administering 96,000 discharge documents annually in precise alignment with regulatory requirements.

         Continually evaluated all departmental processes to ensure ongoing compliance with SLAs.

         Recruited and hired staff as needed to meet productivity and client satisfaction targets.

CIBC Mortgage Operations, Toronto, Ontario, 1999-2001

Manager, Accounting, Imaging & New Documents

         Coached, motivated, evaluated, and delegated tasks to 13 personnel while extensively interfacing with network of CIBC branches to steer accurate and timely accounting operations.

         Spearheaded reconciliation of monthly suspense accounts and provided regular reports to Finance department.

CIBC/INTRIA, Toronto, Ontario, 1996-1999

Client Response Manager

         Promoted after one year from initial role as Production Manager based on exceptional performance in directing 54 personnel in monthly reconciliation of 130,000 business account statements.

         Held regular meetings with business partners to review, discuss, and optimize service quality.

         Investigated and swiftly resolved client issues to ensure 100% customer satisfaction and SLA adherence.

         Mentored, advised, trained, and instructed call center representatives in diffusing and documenting customer complaints.

         Fostered cohesive efforts among 500+ branches to prioritize and resolve escalated issues, critical to meeting or surpassing quality service goals and expectations.

         Served as Acting Director of Client Relations during absences with direct accountability for responding to escalated production issues capable of severely impacting CIBC s ability to meet SLAs.

         Contributed solid human resources skills toward coordinating monthly rewards & recognition events and diversity activities for 600+ employees.

Bachelor of Applied Arts, Public Administration & Governance

Ryerson University, Toronto, ON

Human Resources Training:

Comprehensive Disability Management

Employment Labor Law

Occupational Health & Safety Law

Recruitment & Selection

Training & Development

Industrial Relations

Organizational Behavior

Human Resources Management

Improve Hiring Accuracy

Strength Deployment Inventory

Situational Leadership, CIBC

Leadership Training, Rotman School of Management

Leadership Development Program, Queens School of Business

Omega Coaching for Results; Certified Video Feedback Coach, Omega Performance

Microsoft Office (Word, Excel, PowerPoint); Microsoft Project; Westlaw; Lexis/Nexis; FINRA CRD

Yyyyyy x. yyyyyy

DATE

HIRING AGENT NAME

TITLE

COMPANY NAME

ADDRESS

CITY/PROVINCE/POSTAL CODE

Dear__________________:

I am currently seeking a challenging career opportunity as a (INSERT TARGET POSITION) and am submitting my resume for your review. In advance, thank you for your time and consideration.

I bring to you a seasoned background in the financial services industry, excellent performance in client relations and customer service, and advanced capabilities in operations, risk management, project coordination, and regulatory compliance. My sound knowledge in all facets of banking operations would enable me to seamlessly transition into your company and generate immediate results. To complement these qualifications, I offer polished organizational, prioritization, consultative, and team-building skills which are paramount as a (INSERT TARGET POSITION).

As a proactive contributor to your bank, you will find me to be an accomplished professional and stellar leader committed to supporting you in achieving your objectives through superior self-initiative and managerial performance. I am confident that I could be a valuable asset to <INSERT NAME OF ORGANIZATION>, and encourage you to call me at the number listed above.

Sincerely,

Yyyyyy x. yyyyyy