Senior Leader, Digital Business, Technology and Innovation with 20+ years delivery experience in challenging and complex corporate environments.
Looking for a Toronto based leadership/strategy opportunity with a digital technology focus.
Passionate about all things Digital, Innovation, Entrepreneurship, new Go to Market technology, Diversity and Inclusivity. Multi-skilled professional, high energy, tenacious and diligent with a committed work ethic. High self awareness around stakeholder management, producing first class results through collaboration and a strong belief that longevity in relationships is paramount to enduring success. I view every new challenge as an 'adventure' offering an opportunity for both personal and professional growth.
Capability: Retail & B2B channels, Front & Back of House and cross portfolio alignment to business objectives and outcomes. Utilizing entrepreneurial and program management skill proficiency to shape, develop and lead major, unique and complex programs of work aligned to business drivers and benefits.
Industry experience: working exclusively in Telco since 2007. Prior to this, Banking & Finance, Manufacturing, and the Public Sector.
Since arriving in Toronto, I am extremely excited about new possibilities and the next stage of my career, both in paid employment as well as board member and advisory opportunities. An eternal optimistic, I always believe, 'The best is yet to come'.
Lead the Release Management/Change function for “Leave it is Us” launched for consumer customers, an online customer service channel to compliment the existing IVR and Live Chat channels. Supported by a team of approx. 100 offshore agents.
Lead the development of all customer facing copy and images for digital assets , an ongoing process with iterative development cycles in response to customer feedback and business product owner priorities. It includes obtaining Legal review and internal copy and creative sign off
Direct and lead team resources responsible for business process definition and work instruction updates.
Prepare and manage contact centre agent comms, briefing packs and training requirements to support changes introduced.
Work closely with the GCC GM based in Manila (the Business product owner) to understand agent priorities and interpret these in the webform and Siebel fields.
Adobe Omniture analytics implementation and analysis to understand the customer journey and preferences and take action based on sound quantitative principles.
Diligent stakeholder management across all facets of the business, critical for each deployment.
Weekly and ad hoc status reporting, highlighting dependencies, constraints, issues and risks.