Summary
Overview
Work History
Skills
Timeline
Languages
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Adnan Shah

Service Delivery Manager
Toronto,ON

Summary

I offer a wealth of expertise as a seasoned Product Manager/Owner working for large corporations within the Digital Channels and operations domains. My extensive track record of project success underscores my strong organizational aptitude, exceptional communication skills, and a well-honed agile mindset cultivated through the management of complex initiatives. My commitment to driving product excellence through collaborative efforts and a steadfast customer-centric approach is unwavering. Furthermore, my proficiency in Agile methodologies, metrics, and analytics empowers me to excel in tasks such as prioritizing, refining backlogs, and formulating actionable user stories, all geared towards delivering substantial value to both customers and stakeholders.

Overview

18
18
years of professional experience

Work History

Service Delivery Manager

TD Bank - ATM
12.2021 - Current
  • Efficiently manage nationwide branch and ATM money operations across all of Canada
  • Lead and motivate high-performing team of analysts, ensuring compliance and risk management
  • Streamlined processes, cutting processing times by 12% and reducing operational costs by 5%
  • Enhanced customer satisfaction by 20% through proactive measures and maximizing customer availability on ATM's
  • Collaborate with cross-functional teams, including security, finance, and IT departments, to align strategies and optimize cash handling processes
  • Ensured uninterrupted cash operations during critical events, safeguarding business continuity
  • Leveraged technology solutions for 15% boost in operational efficiency and security enhancements
  • Collaborate with vendors for ATM machines and cash delivery services, ensuring seamless supply chain operations for Canadian network.

Product Manager/Owner

TD Bank, Digital Channels
12.2015 - 12.2021
  • Led digital product development and alignment with business objectives
  • Successfully introduced Chat and Chatbots capabilities, reducing response times by 30% and operational costs by 20%
  • Managed multiple technology PODS, delivering high-impact digital solutions on time and within budget
  • Launched hundreds of customer-facing online quick applications and forms, supporting COVID-19 response efforts
  • Enhanced user experience, resulting in 15% increase in customer satisfaction and 10% higher digital engagement
  • Utilized data-driven insights for optimization, increasing digital product adoption by 25% and boosting customer retention by 10%
  • Collaborated with cross-functional teams and stakeholders to ensure alignment on product priorities and successful launches.

Team Manager

TD Insurance
02.2010 - 12.2015
  • Coordinated daily project flow across departments, ensuring on-time product delivery.
  • Implemented effective employee management strategies, resulting in highly productive and engaged workforce.
  • Conducted cross-training initiatives, enhancing team agility and overall performance.
  • Accomplished sales objectives by orchestrating sales teams, devising successful strategies, and nurturing client relationships to bolster business growth.
  • Evaluated employee performance on weekly basis and coached and trained 25 team members, increasing quality of work and employee motivation

Sales Insurance Broker

TD Insurance
09.2008 - 02.2010
  • Handled inbound calls from prospective clients recognized as one of the top selling broker 2 consecutive years.
  • Regularly received commendations from management and customers on high level of customer service provided and record-breaking sales results.
  • Handled and resolved customer escalations from upper management as well as on behalf of the Ombudsman.
  • Sold Home and Auto insurance policies to new and existing customers as a licensed Insurance Broker.

Sales Analyst/Team Coach

Fidelity Investments
02.2006 - 09.2008
  • Supported 6 week training programs for new hires and inter office promotional positions
  • Responsible for taking escalated issues to solve customer challenges quickly and effectively
  • Full quarter of perfect call scores; company record was set
  • Created verbatim line for Customer Service Personnel to enhance customer satisfaction (National Process Change)
  • As a team coach achieved national recognition for highest CSI results 3 consecutive quarters leading team of 15 analysts.
  • Extensive experience with S.M.A.R.T Coaching model
  • Twice recognized as “Sales Associate of the Quarter”

Skills

  • Recognized for ability to delivery with speed and agility
  • Proven top seller for numerous organizations
  • Experienced People Manager with strengths in customer service, sales and project implementation
  • Highly analytical thinker with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes
  • Proven ability to influence and lead groups of people in multi-functional environments
  • Ability to operate in the “grey” and continue to progress activities towards desired goals
  • Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects
  • Innovative problem-solver who can generate workable solutions
  • Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation
  • Focus and passion for customer experience, demonstrated success in building and delivering initiatives to improve customer experience

Timeline

Service Delivery Manager

TD Bank - ATM
12.2021 - Current

Product Manager/Owner

TD Bank, Digital Channels
12.2015 - 12.2021

Team Manager

TD Insurance
02.2010 - 12.2015

Sales Insurance Broker

TD Insurance
09.2008 - 02.2010

Sales Analyst/Team Coach

Fidelity Investments
02.2006 - 09.2008

Languages

English
Native or Bilingual
Urdu
Limited Working
Punjabi
Limited Working

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Adnan ShahService Delivery Manager