I've led private banking integration, client strategy, and operational excellence work at RBC Wealth Management and HSBC Bank Canada. At RBC, I supported the transition of HSBC Private Banking clients into RBC Private Banking through operational readiness, client continuity, frontline enablement, executive reporting, and white-glove Hypercare for ultra-high-net-worth clients.
At HSBC, I led national client experience and service initiatives for Private Client Services, helping achieve an NPS of 84 and contributing to Global Private Banking Innovation Award wins for Outstanding Client Experience and Best Next-Generation Offering. I also directed contact centre operations, workforce strategy, remediation, fraud mitigation, knowledge management, governance, and leadership development across teams supporting up to 200+ FTE.
