Cynthia Bour

Prosci-certified Operations & Transformation Leader with 8+ years of experience turning complexity into clarity and ideas into practical solutions that improve how businesses work. I’m a systems thinker who naturally connects the dots across people, process, technology, data, and governance to understand what’s getting in the way and how to make things better. I bring an operator’s understanding of what works in practice, an advisor’s ability to ask the right questions, and a change leader’s focus on bringing people along.

Whether I’m solving an operational problem, leading a transformation, or building a better way of working, I focus on reducing risk, creating capacity, and delivering measurable business value.

MANAGER - INVESTMENTS, SERVICE & DELIVERY at Willis Towers Watson (WTW) (2024-02 – Present)

• Lead end-to-end delegated investment client onboardings, transitions, and custodian conversions across North America representing $150M–$1.2B AUM per mandate, advising CFOs, senior executives, and pension/finance teams on future-state operating models for portfolio management while managing delivery from contracting through portfolio transition to our platform; create transition plans, build roadmaps, hold cross-functional leads accountable to roadmap milestone target dates and proactively manage timelines, dependencies, resource constraints, downstream impacts, and risks to protect the critical go-live implementation deadline
• Lead discovery and redesign of the onboarding operational model across Research, Sales, Legal, Compliance, Operations, and Technology, mapping end-to-end cross-functional processes and handoffs across the onboarding life cycle to resolve regional gaps and pain points, strengthen governance, streamline legal/compliance reviews, and reduce cycle time from business win through portfolio implementation of initial trade
• Canada SME lead for the end-to-end onboarding enterprise transformation, translating business requirements and governance controls into Sharepoint and Dynamics 365 workflows, replacing fragmented email processes with an automated, audit-ready workflow that saves 2–3 hours weekly of administrative effort per active client; partnering with the Technology team through design, UAT, iterative production releases, validation, implementation, training, feedback, and reinforcement
• Champion AI and automation use cases through Power Automate and Microsoft Copilot, embedding governance controls and training teams on new ways of working to increase capacity for higher- value delivery; improved adoption and performance through Power BI redesign of KPI dashboard, to include RAG-based reporting to surface risks and issues for earlier intervention and proactive course correction, thereby reducing time to revenue by 25 days on a 12 month rolling average
• Lead delivery oversight across concurrent projects and institutional client onboardings through integrated plans, RAID management, and executive reporting; escalate risks, decisions, and delivery constraints to senior leadership and steering committees
• Partner with the Sales teams to present the end-to-end client onboarding transition during RFP finalist pitch presentations to strengthen confidence in risk management and service delivery
• Primary escalation resource for Canadian client transitions, resolving complex delivery issues while coaching employees and delivering operational excellence and change-adoption training to strengthen execution and adoption of new processes and ways of using legacy technologies

PORTFOLIO ASSOCIATE at Baskin Wealth Management (2020-12 – 2023-11)

• Led complex onboarding and wealth operations for HNW/UHNW clients across trust structures, investment accounts, external advisors, portfolio reviews, tax deliverables, and ongoing servicing

LICENSED INVESTMENT ASSOCIATE at Wellington-Altus Private Wealth (2017-09 – 2020-07)

• Directed the end-to-end migration of 237 client relationships from an MFDA to an IIROC platform, leading client outreach, regulatory re-papering, AML/KYC remediation, suitability assessments, and cross-functional execution to ensure compliant conversion and business continuity
• Supported adoption of the new operating model by identifying readiness gaps and resistance through stakeholder feedback, translating regulatory requirements and process changes into client communications, and providing hands-on training and coaching to reinforce new workflows

BOARD TREASURER at Rexdale Community Health Centre (2021-09 – 2025-09)

• Led Board financial oversight across budgeting, financial reporting, reserve planning, KPI dashboards, and resource allocation, strengthening long-term sustainability and identifying partnership/vendor opportunities that generated up to 25% in cost savings; received an Outstanding Contribution Award for Board leadership

B.A. Honours in Economics: Concentration in Financial Economics – Carleton University