• Developed and implemented a strategy that transformed classroom-based learning into a blended approach centered around e-learning.  Outcomes included the successful introduction of a Learning Management System as well as the development of a fully integrated curriculum that included 125 e-learning courses, 45 in-branch workshops, a variety of learning videos, synchronous distance learning courses, self-study programs and job aids (all of which were designed in-house). 
• Designed a creative employee communications approach that contributed towards extraordinarily high acceptance levels of the new, self-directed approach to learning.
• Generated a 900% increase in course utilization, an 85% reduction in the cost per course completion, increases in business performance and higher employee satisfaction levels.
• Received four key industry best-practice awards:

• CSTD Canadian Award for Training Excellence - “Internal e-Learning Program” category
• Brandon Hall silver award - “Outstanding Learning Programs and Initiatives” category
• Two Corporate University Xchange Excellence and Innovation awards - “Alignment”
     and “Launching a New Corporate University” categories.

• Designed a measurement methodology to quantify the impacts of learning on specific business outcomes, as well as a capability planning application which defined knowledge and skill requirements for each branch job and provided real-time workforce skill level analytics to management.
• Produced comprehensive, job-specific new hire development programs that were awarded college and university-level credits by Campus Canada, in conjunction with Humber College.
• Successfully led a departmental team of 50 people and managed numerous external learning vendors and contractors.  Also effectively managed a multi-year project budget of $14 million and annual operating budgets of approximately $8 million.

• Led the merger of Branch Banking and Small Business Banking (approximately 15,000 employees) to improve efficiencies and generate approximately $20 million in cost savings.  Key components of this change initiative included organizational design, employee communications, re-defining branch roles, job grading, developing new performance scorecards, establishing a modified exit program for impacted employees, and creating an accelerated recruitment plan to staff new positions.

• Established an innovative methodology for managing the scheduling and implementation of new projects/initiatives into the branch network, in order to ensure the effective introduction of extensive business changes without negatively impacting day-to-day frontline productivity.

• Led the development and delivery of numerous large-scale learning conferences, including a 3-day leadership conference held in Toronto for 1,200 managers from across Canada, and a conference-style customer service seminar delivered to 15,000 employees across Canada within a one-week period.
  

• Provided a broad range of business support services which helped this region of approximately 200
     branches (3,000 employees) achieve record-breaking performance levels, including:
  • Managed the region’s annual business, workforce and compensation planning processes, as well as recruiting programs (including developing a new manager intake program).
  • Resolved customer complaints that were escalated to the office of the Senior Vice President.
  • Mediated a variety of employee relations issues, in order to both protect the interests of the business and to ensure the equitable and consistent treatment of employees.
  • Developed a mystery shopping program which dramatically increased customer service levels, and a sales tracking application which provided rapid access to critical measurement analytics.
  • Addressed operational issues relating to branch sales and service practices, risk management, health and safety, facilities management, etc.
  • Designed and implemented numerous large-scale employee recognition events.
• Designed, developed and delivered numerous workshops which improved frontline leader capabilities in areas such as employee motivation, coaching, communication skills, recruitment and interviewing practices, time management, prioritization skills, etc.
• Established and managed an integrated communications strategy that dramatically improved information-sharing throughout the region.  Wrote all internal and external communications (including speeches, presentations and position papers) for the Senior Vice-President.

• Leading a team of 10 senior HR practitioners, developed a suite of HR consulting services to support Wealth Management.  Also provided direct support to the Senior Executive Vice-President and his leadership team in areas including organizational design, change management, performance management, compensation planning, equity and diversity management, workforce and succession planning, and leadership coaching.

• Managed a team of 10 technology specialists responsible for all aspects of HRIS management and HR desktop technologies, including payroll and benefits processing, LAN administration, hardware/software support, application development and business recovery planning.  Developed and initiated implementation of a multi-year HR technology strategy and initiated work on the legacy system’s migration to PeopleSoft.   
  

• Researched and authored position papers, speeches, presentations and employee communications for the HR Senior VP and the Personal & Commercial Bank President to deliver to internal and external audiences.  Also, developed a highly detailed Branch Manager staffing guide to support a large-scale hiring initiative.
  

• Leading a diverse team of 25 HR specialists, established and managed all operations associated with CIBC’s Restructuring Support Program, including payroll and pension administration, termination package preparation and tracking, relationship management of numerous outplacement companies, program financial monitoring, and the provision of extensive policy and practice guidance to HR consultants, managers and employees.
• As HR practices lead in a large-scale business segmentation initiative, identified implications of the organizational change, analyzed workforce profiles, developed new workforce models and position descriptions, and defined performance measures.

• CIBC - HR Business Centre Manager (1990 - 1992):  Responsible for managing the delivery of all administrative and technological supports for Human Resources in Branch Banking.
• CIBC - Training Manager and Senior Instructor (1987 - 1990):  Responsible for: (a) establishing the desktop technology curriculum for frontline Branch Banking employees, (b) designing,
  developing, delivering and assessing courses, and (c) training other instructors.
• The Answer Computer Centre – Training Coordinator (1985 - 1987):  Responsible for designing, developing and delivering selected technology courses for external clients.
• IBM Canada Ltd. (1979 - 1985): Various roles, including Customer Response Line Analyst.
• Technical editor of three published books (1990):  WordPerfect 5.1 Training and
  User Guide, Lotus 1-2-3 Simplified User Guide, and MS-DOS Simplified User Guide.

• Various professional development workshops through Georgian College’s Centre
  for Teaching and Learning (2008)
• MBA with Distinction – University of Liverpool.  Also recognized as Student of the Year. (2006 - 2008)
• Basic and Advanced Alternative Dispute Resolution courses - Stitt Feld Handy. (2006)
• Finance for Senior Executives - Harvard Business School (2004)
• CPES Process Engineering (Six Sigma and Lean) (2004)
• CHRP Designation (Member of HR Professionals Association) (2000)