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Fort Worth, TX (817) 592-3317 sewithab@gmail.com


Highly-motivated and results-driven professional with extensive experience in managing operational projects
in various capacities for TD Canada Trust. Recognized for ability to lead innovation and regulatory
compliance initiatives across departments, and customer problem resolution through analysis and intelligent
solutions. Able to inspire others to take action and change perspectives by presenting recommendations, as
demonstrated by contribution to projects delivering business value through acquisition and retention
Adept in operations management across B2B and B2C-focused departments within the banking industry, with
experience managing budgets, cross-functional teams and mapping processes. Able to build strategies and
implement tactics in projects ranging from operational improvement, customer service and product launches.
Dynamic and progressive team player with strong communication skills and a proven aptitude for
relationship building and first-rate client relations. Excellent organizational and time management skills.
Areas of proven performance:
Process Mapping Team & Individual Development Operational Management
Change Management Strategic Planning Cross-functional Team Leadership Budgeting
Relationship-building & Networking Process Improvement Communication & Coordination


Led $2M annual project to implement tax slip preparation process; ensured all annual regulation was
incorporated, implemented and oversaw quality control to ensure tax slip accuracy.
Reduced escalations by identifying and implementing a process to enable call centre workers to complete
forms and resolve issues; escalations dropped by 40%.
Received RSI Award for risk mitigation and enhancing customer experience; resolved an issue that was
causing failures in the uploading of customer rates by implementing a proactive measurement system,
saving millions of dollars in unpaid transactions.
Managed a team responsible for testing and verifying a front-end credit application; captured business
requirements and delivered consultation throughout development, system integration, and product
testing, and deployment verification; ensured minimal defects in application.
Recognized for helping team to reach potential and advocating professional development; won Elite
award for leadership, commitment to team and professional development.
Named Customer Experience Champion for handling customer conflicts relating to investments and raterelated issues; identified appropriate solutions resulting in complete turnarounds of customer situations.
Awarded Principal in Practice for seamless completion of Buyback Project; automated adjudication
processes in a business group, resulting in a reduction of headcount from 6 to 2.


Operations Management
Managed teams of up to 7 analysts, driving business process improvements, managing projects, and
preparing strategies and tactics aimed at achieving ambitious goals.

Fort Worth, TX (416) 307-9925 sewithab@gmail.com



Operations Management continued

Delivered on commitment to operational excellence through enhancing branch and partner experience,
maintaining up-to-date planning and reporting on operational risk management, and acted as a business
lead on ensuring all deliverables targets were met.
Managed performance and professional development of employees through coaching, succession planning
and reward/recognition; drove rapid development of several employees.
Managed the integration of business requests and system interfaces to ensure a high level of service and
support to partners, and maintained effective operation of credit infrastructure.
Project Management
Delivered system projects and initiatives, acting as the team lead for testing, coordinating activities between
product and technology solutions, preparing business requirements and prioritizing deliverables, and
producing feedback summaries and executive recommendations.
Support acquisition and retention strategies, regulatory compliance, resolution initiatives, system
enhancements, audits, product launches and infrastructure upgrades.
Customer/Partner Relations
Oversaw distribution channel support to ensure timely resolution of issues related to credit systems;
resolved incidents during and post-project stabilization.
Managed partner relationships to ensure appropriate support and enhance PEI; manage technology
solutions and vendor/service provider relationships.


Team Manager, Business Applications & Credit Services
Operations Manager, Retail Savings & Investing
Team Manager, Credit Card Projects & Production Support
Operational Analyst, Term Products (Operations Team)
Product Analyst/Adjudicator, Term Products
Customer Service Representative

2011 - 2013
2009 - 2011
2006 - 2009
2000 - 2006
1999 - 2000


MBA, Leadership | University of Liverpool

Graduating 2016

Canadian Securities Course (CSC) | Canadian Securities Institute, Toronto, ON

Completed 2002

Bachelor of Science, Psychology | York University, Toronto, ON

Graduated 1999

RSI Champion TD Business Analysis Project Management Fundamentals Lean Six Sigma Yellow Belt
Business Process Mapping Fundamentals Important Conversation