Phylindra Fernando
@phylindrafernando
Enterprise operations leader translating strategy into execution to improve customer experience, productivity, and governance across multi-region claims.
CanadaWhat I'm looking for
I’m an enterprise strategy and operations leader with 20+ years of experience partnering with executives to translate strategy into execution across complex, regulated environments. I’ve supported multi-region operations exceeding $500M in annual scope, aligning cross-functional stakeholders and driving measurable outcomes across transformation, customer experience, and operational performance.
At TD Insurance, I led multi-region claims operations across Ontario, Quebec & Atlantic, building standardized operating models across 11 high-volume locations and improving productivity (~15–20%), reducing escalations (~30–50%), and strengthening governance with 100% audit readiness. I then moved into enterprise transformation leadership—developing multi-year strategic roadmaps, facilitating executive alignment across Risk, Operations, and Technology, and identifying AI-enabled opportunities—while previously delivering enterprise technology implementation and customer experience improvements through VoC and analytics.
Experience
Work history, roles, and key accomplishments
Senior Business Transformation Lead
TD Insurance
Jan 2024 - Jan 2025 (1 year)
Partnered with senior leadership to execute enterprise strategy across Claims and Customer functions by building multi-year (1-, 3-, 5-year) strategic roadmaps and aligning investment sequencing to KPIs. Co-developed the FY25 funding proposal and facilitated executive alignment across Risk, Operations, and Technology, identifying AI-enabled transformation opportunities to improve efficiency and de
Senior Manager, Auto Centres Ops
TD Insurance
Jan 2018 - Jan 2024 (6 years)
Led multi-region auto claims operations supporting ~$500M in annual claims payouts across 11 high-volume locations, accountable for performance, customer experience, and delivery. Improved productivity (15–20%), reduced escalations (30–50%), increased customer experience (~25%), reduced inefficiencies (~30%), achieved 100% audit readiness, and reduced audit findings (~30%.
Relationship Manager, Customer Strategy
TD Insurance
Jan 2016 - Jan 2018 (2 years)
Drove customer strategy, experience, and operational decision-making across multiple lines of business, delivering an enterprise technology implementation end-to-end in 6 months on time and on budget. Improved customer satisfaction by 8–12 points, increased retention by 5–8%, and raised digital adoption by ~10–15% through segmentation/personas and Voice of the Customer (VoC) insights embedded into
Led strategy and execution for a portfolio of 1.8M+ registered accounts, ensuring regulatory compliance, operational integrity, and long-term sustainability of a $5M program. Reduced compliance gaps by 80%+, prevented ~$1.1M in annual fines, and improved data accuracy to >99% through analytics-driven process enhancements.
Property Damage People Manager
TD Insurance
Jan 2011 - Jan 2015 (4 years)
Managed a high-performing property damage claims team and a $100M salvage portfolio, generating approximately $10M annually while improving efficiency and reducing leakage. Led catastrophe response planning, maintained strong governance with multiple SOX audits with no findings, and improved service delivery through process changes.
Education
Degrees, certifications, and relevant coursework
Rotman School of Management
WIL Financial Acumen Program, Financial Acumen
2021 -
Completed the WIL Financial Acumen Program at Rotman School of Management in 2021.
Ivey Business School
Executive MBA, Business Administration
2016 -
Completed an Executive MBA at Ivey Business School in 2016.
Insurance Institute of Canada
CIP Designation, Insurance
2010 -
Earned the CIP designation in 2010.
University of Waterloo
Bachelor of Science, Honours Chemistry, Chemistry
2001 -
Completed a Bachelor of Science (Honours) in Chemistry at the University of Waterloo in 2001.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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