Mona Yehia

People-focused learning and operations leader with 16+ years of financial services experience spanning AML operations, fraud, client service, and enterprise training. Recognized for leading cross-functional initiatives, coaching teams through change, and delivering business-aligned learning solutions that improve performance, readiness, and stakeholder engagement. Known for building strong relationships, fostering collaboration, communicating with influence, and creating supportive, high-performing environments where individuals and teams can succeed.

Brings strength in people leadership, change management, coaching, continuous improvement, and translating business needs into practical strategies that drive operational effectiveness.

Senior Learning Advisor, Governance & Learning, AML Ops at Scotiabank (2025-03 – Present)

Lead the design, development, and delivery of AML learning programs and business solutions in partnership with Global Learning and key stakeholders, strengthening employee readiness, operational consistency, and alignment with regulatory and enterprise standards.

• Design and deliver AML curriculum, learning solutions, and performance support resources that strengthen employee capability and align with business priorities.
• Lead approved initiatives and project launches that support operational change, improve team effectiveness, and drive cross-functional alignment across the bank.
• Facilitate engaging learning experiences that build trust, strengthen communication, and support adoption in high-performing team environments.
• Build trusted stakeholder relationships that enable collaboration, remove barriers, and support successful delivery of business priorities.
• Develop programs, tools, and resources that support business unit needs, reinforce compliance, and improve consistency in learner experience.
• Manage project plans, timelines, and governance requirements to deliver learning solutions on time and in line with scope.
• Communicate proactively with stakeholders and partners to align priorities, support decision-making, and sustain momentum across initiatives.

Learning & Development Consultant at Tangerine (2021-08 – 2024-11)

Led learning and development initiatives that improved operational processes, strengthened team collaboration, and increased workforce readiness. Supported execution of business strategy while maintaining compliance with internal policies and procedures and contributing to client satisfaction results above 90%.

• Designed and delivered learning programs that built employee capability, supported onboarding, and aligned with operational and service goals.
• Partnered with leaders to assess learner performance, provide coaching, and recommend development actions that improved readiness and team success.
• Led project kickoff and change support activities for service initiatives, helping teams adopt new processes and reinforce a client-focused culture.
• Facilitated onboarding and capability-building programs for new hires in virtual and instructor-led environments, supporting early confidence and performance.
• Applied learning technologies and delivery tools to manage curriculum, maintain quality, and improve the learner experience.
• Evaluated training effectiveness, tracked outcomes, and reported insights to support continuous improvement and data-informed decisions.

Client Service Specialist at Tangerine (2019-12 – 2021-07)

Delivered exceptional service in a high-volume contact center environment, supporting clients' daily banking needs, promoting self-service adoption, and identifying solutions aligned with financial goals.

• Managed inbound client interactions with a client-first approach, resolving concerns efficiently and maintaining high quality of service.
• Contributed to mentorship and coaching initiatives by sharing feedback, supporting peers, and reinforcing service and performance standards.
• Exceeded targets in call quality, customer service, and sales, contributing to revenue growth and a strong client experience.

Branch Fraud Support Hybrid Role at RBC (2018-06 – 2019-09)

Provided operational guidance and coaching to branches across Canada on behalf of RBC's National Fraud Detection Group, supporting consistent execution and issue resolution.

• Served as a trusted point of contact for branches across Canada, resolving fraud-related issues involving restricted accounts, account takeovers, identity theft, and fraudulent cheques.

Inbound Fraud Agent for Credit Cards at RBC (2017-06 – 2019-09)

Managed client concerns and escalations related to lost and stolen cards, account takeovers, and transaction legitimacy, providing clear guidance and timely issue resolution.

• Applied strong knowledge of credit card fraud trends and TSYS systems to support accurate and efficient investigations.
• Analyzed fraud patterns and conducted investigations with urgency, sound judgment, and attention to detail.
• Applied AML policies and reporting requirements while maintaining clear, accurate, and organized documentation.

Bachelor's Degree in Marketing Communication – Lebanese American University