Finance Operations Manager
Dieppe, NB
TD Bank/ Sep 2021 to Present
- Consolidated business data into actionable metrics to simplify and highlight areas of concern and opportunity.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Formed and sustained strategic relationships with clients.
Team Manager - Access Management
Dieppe, NB
TD Bank/ Jan 2019 to Sep 2021
- Motivated team members to consistently achieve or exceed performance expectations.
- Oversaw daily workloads and workflow for smooth operations.
- Led regular team meetings to communicate current business trends and relevant updates.
- Initiated training sessions and coached employees to develop effective staff.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Designed, reproduced and distributed a variety of training aids for onboarding team members.
- Reviewed candidate resumes and scheduled and interviewed potential new hires.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Reporting Analyst
Moncton, NB
CGI/ May 2016 to Jan 2019
- Created and maintained required reports, spreadsheets and tracking mechanisms.
- Prepared graphs, spreadsheets and reports for presentations.
- Established reporting criteria and standards to effectively maintain data integrity.
- Drafted monthly SLA reporting to address client requirements.
- Monitored KPIs to identify inefficiencies and risks.
- Utilized advanced Excel formulas and functions to support infrastructure.
- Scheduled meetings to address exception reporting issues and solutions.
- Liaised with other departments to foster efficiency and determine future reporting requirements.
- Applied expertise in ServiceNow to draft reports and optimize query creation.
Sr. Client Services Coordinator - Client Delivery
Moncton, NB
CGI/ Oct 2011 to Apr 2016
- Consolidated business data into actionable metrics to simplify and highlight areas of concern and opportunity.
- Formed and sustained strategic relationships with clients.
Major Incident Manager
Moncton, NB
CGI/ Jul 2010 to Oct 2011
- Developed and managed standardized response processes for maximum efficiency.
- Collaborated with involved team members to complete post-incident assessments.
- Documented information before, during and after incidents in order to model trends, generate reports and recommend updates.
- Responded to critical incidents without delay.
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Remained calm and poised during high-priority incidents.
- Met with stakeholders to collaborate and resolve problems.
Operations Process Specialist
Moncton, NB
Atlantic Lottery Corporation/ Jul 2008 to Jul 2010
- Accountable for the reliable execution of processes and services to meet service level commitments.
- Responsible for the development and maintenance of process documentation detailing departmental standards, and procedures.
- Led the Incident, Problem, and Change Management processes.
Change Manager/Business Support Analyst
Moncton, NB
Atlantic Lottery Corporation/ July 2006 to Jul 2008
- Designed and implemented change management procedures and controls.
- Chaired Change Advisory Board (CAB) meetings.
- Oversaw the change management process and provide metrics.
- Coordinated policies and procedures with other operating units.
- Provided training and support to change management participants in the use of Change Management tools, process, and procedures.
