Toronto, Ontario, Canada
Banking Executive with over 25 years experience in the Financial Services and Insurance industries. A strong people manager with outstanding leadership credentials and experience driving exceptional product, process and client satisfaction results, while building partnerships with key decision makers.
• Accountable for the overall leadership and implementation of numerous BMO Insurance strategic initiatives • Successful implementation and execution of key initiatives including Bill C86 across six complex workstreams to ensure regulatory compliance • Acts as subject matter expert and trusted advisor in project/program design and provides advice to achieve required business results • Develop solutions and make recommendations based on a sound understanding of the business strategy and stakeholder needs • Proactively breaks down strategic problems, and analyses data and information to provide insights and recommendations • Active participant in implementation of strategic initiatives within groups and across BMO partnering with various internal & external stakeholders • Provide strong relationship skills and knowledge of all insurance processes and products to deliver on a complex suite of initiatives • Identifies enablers and key issues prior to and during implementation, raise issues with stakeholders and offers solutions to resolve issues or risks that jeopardize delivery • Conduct analysis required to inform strategic recommendations and considers the “big picture” when assessing whether a course of action is advisable in terms of the group and enterprise goals • Support change management activities, ensuring cross business/group coordination and logistical support for the implementation of change
• Accountable for leading the Creditor and Travel Insurance business for BMO Insurance • Enhanced competitive profile with the successful implementation of new product along with onboarding a new insurer • Successful implementation to ensure regulatory compliance with Bill 141 • Drove increased enrolments through launching a Creditor Insurance client centric digital channel including product enhancements and lead campaigns • Increased the profile of Creditor Insurance with clients and frontline staff through various, sales aids, videos and conversation tools • Develop and execute business strategy including; new products, services, initiatives and programs for Creditor Insurance to increase presence and business results • Responsible for product development from research through to analytical review of product structure, potential profitability and assessment of legal, regulatory, financial, operational and marketing applications • Execute and develop strategy for the Insurance business and accountable for the overall regulatory, risk and compliance program in partnership with Canadian Banking and the Customer Contact Centre • Built collaborative partnership with Canadian Banking and the Customer Contact Centre to ensure insurance is an important part of the customers experience and is aligned with BMO brand promise • Manage outsourcing agreements and administration operations of 3rd party insurance carriers to ensure an effective underwriting and claims experience as well as overall management in accordance with supplier contract • Successful implementations of new and enhanced product launches resulting in an improved client experience while driving accelerated business performance • Implement several process improvements across the product suite which enabled a more effective and seamless employee Creditor Insurance offer while improving the client experience • Provide people leadership and developed solid working relationship with direct reports
• Key strategy support role for Creditor Insurance teams. Maximizing performance across all key business performance measures (sales, operational efficiency, and client loyalty and employee engagement). • Responsible for developing and executing the Creditor Insurance priorities and initiatives that ensures grown and profitability faster than the competition • Responsible for the strategic execution and sustainment of the Creditor Insurance Teams’ business as usual initiatives • Oversight and strategic management of all sales channel requirements for business initiatives, ensuring timely integration and implementation of revenue generating projects • Responsible for leading the execution of RBC Insurance sales strategy and driving Creditor Insurance sales through various channels including Branch, Mortgage Specialists, Bank Advice Centres and Third-Party Vendors • Responsible for the leadership over-sight for all 3rd Party Vendor Call Centre activities including sales and client experience results while mitigating business risk • Responsible for aligning business strategy into effective, action oriented initiatives and sales programs; optimizing customer contact; developing best in class sales and sales management capability • Acts as the conduit to sales force and single point of contact for the Regional Enablement Coaches Insurance to assess the impact of sales delivery programs on business results and sales force capability • Support the development and implementation of new products and initiatives geared at enhancing revenue generation and the client experience • Successful leader in the integration and prioritizing of strategic business initiatives into the various sales channels where there are competing initiatives
• Management of a National Specialist Group disbursed across the country and two call centres in Montréal and Toronto with over 80 employees • Exceeded the mandate to build the capability of CIBC employees in the area of Mortgages, Lending, Cards and Insurance while accelerating results • Responsible for establishing annual and monthly sales objectives in coordination with business plans and ensure training support to exceed those plans • Consistent, 3 year exceptional Manager of People, Employee Satisfaction and Learning Development ratings 90% or greater • Developed initiatives and plans to strategically work with Alternate Channel partners (e.g. Home Loans Canada, Telephone Banking, First Line ) to maximize CIBC lending and insurance market share while protecting the integrity of the Retail Distribution franchise • Successful in the development of key initiatives including sustaining focus on new credit sales, utilization, revenue and retention and insurance sales penetration • Worked collaboratively with branch management, to develop, deliver and provide ongoing sales skills training on product knowledge and offering for Retail Distribution • Developed close partnerships with leaders of the Retail Distribution (and other Lines of Business) and specifically with branch network. Built integrated approaches that leveraged the strengths of these partner organizations while ensuring alignment and coordination of strategies and approaches to achieve business results
• Lead a National remote sales team (20) across Canada whose mandate was to build the capability of CIBC employees in the area of Creditor Insurance • Exceeded sales penetration targets for CIBC Insurance and moved competitive ranking vs the other main Financial Institutions from 4th to 1st • Successfully launched Mortgage Disability Insurance and achieved 1-year penetration of over 20% • Designed, developed and delivered customized training and strategies to drive insurance business from different client profiles as well as differentiated targeted products • Developed, negotiated and obtained agreement for sales targets for Segments (Distribution Services) and Channels and provided ongoing motivation and support to achieve sales targets • Led the successful introduction of new insurance products both for new sales as well as mid term sales, i.e. Mortgage Disability insurance • Developed and led the execution of sales strategies to grow the Creditor Insurance business, worked closely with Segments (Distribution Services) and Channels senior management teams to sustain the focus on insurance through ongoing communication of insurance best practices, marketing/sales program and incentive campaigns aimed at increasing insurance penetration • Built and managed strong relationships with Regional leaders, Market Vice Presidents, Associate Vice Presidents and General Managers in CIBC
• Single Point of Contact for Retail Markets Executives and overall Relationship Management functions, focus on frontline skills development for the Retail Markets business in support of the client experience • Providing strategic direction and guidance around learning solutions that address individual LOB business priorities • Responsible for annual planning with Retail Markets LOBs and the allocation of available training resources • Provide people leadership to multiple direct reports (20), maintaining an organizational structure that will provide consultation expertise and leadership, against strategy, to Retail Markets Training & Developement and business partners
Placement consultant