Deborah Tansley
Scarborough,ON
Summary
Experienced banking professional with over 27 years of specialization in contact centre operations and management. Known for driving process efficiency and excelling in workforce planning. Expert in strategic planning, budget management, and Six Sigma methodologies. Proven track record in leading large-scale projects and enhancing customer experiences in fast-paced environments.
Overview
27
27
years of professional experience
Work History
Senior Analyst
Scotiabank
03.2017 - Current
- Embraced interim manager role while continuing to mentor and support team
- Conducted comprehensive analyses to increase operational efficiency
- Developed both long and short-term forecasts, ensuring optimal staffing alignment within budgetary constraints
- Delivered critical, data-driven recommendations to Senior Management, shaping strategic decisions
- Created modeling tools based on historical analysis to ensure the best fit for customer behavior
- Collaborated with project teams, determining the impact of proposed initiatives and recommended implementation solutions
Initiative Manager
BMO Bank Of Montreal
06.2014 - 09.2016
- Successfully managed both the introduction and upgrades of essential bank technology infrastructures such as Universal Agent and NICE IEX 6.3
- Orchestrated the implementation and rollout of the Centralized Mortgage Fulfillment platform
Manager, Planning, Realtime and Workforce
BMO Bank Of Montreal
03.2011 - 06.2014
- Successfully coached and developed high-performing teams
- Motivated employees to be productive and engaged in their work
- Introduced and developed scorecards for the Realtime and Forecasting teams, aiding in performance tracking, process optimization and an improved customer experience
- Developed a comprehensive process overhaul, resulting in a 100% reduction in overtime resulting in reduced costs, enhanced overall workforce efficiency and morale
- Drove successful implementation of cross-functional projects, enhancing overall operational efficiency such as dynamic scorecards
- Developed and maintained an 18-month rolling staff plan for all lines of business, ensuring front-line had the necessary resources to achieve targets
- Consulted with National Learning Delivery partners and the MIS Team to create, deliver, and track critical skills for agents across 17 lines of business
- Developed training and implemented new models for agent vacation selection and schedule bidding
- Forecasted and analyzed trends impacting business objectives, conducted competitor and best practice analyses to achieve service level objectives
- Played a key role in defining and executing various BMO initiatives, including Span of Control and long-term staffing requirements for all business lines
- Competitor analysis and service level forecasting led to the creation of an escalation queue, enhancing customer service
Manager, Capacity Planning
BMO Bank Of Montreal
03.2007 - 03.2011
- Developed and maintained an 18-month rolling staff plan for all lines of business, ensuring front-line had the necessary resources to achieve targets
- Forecasted and analyzed trends impacting business objectives, conducted competitor and best practice analyses to achieve service level objectives
- Provided analyses and recommendations to achieve key performance indicators to executives
Manager, Workforce Management
BMO Bank Of Montreal
01.2006 - 03.2007
- Managed the implementation of critical technology projects including the introduction of Skills-based Routing, NICE IEX and report automation
- Strategically realigned operations, maximizing impact within budget constraints
- Led and developed the training for a new vacation selection platform for front-line agents, significantly reducing the time line-leaders spent on coordinating and tracking employee vacation requests
- Developed and implemented performance tracking systems, aligning workforce with customer needs
Senior Analyst, Workforce Management
BMO Bank Of Montreal
01.1998 - 01.2006
- Organizing and optimized workforce deployment to achieve service level targets
- Provided senior leaders with strategies to mitigate customer impacts
- Automated key processes, increasing team capacity and efficiency while mentoring new analysts
- Represented Workforce Management in the telephony migration to Symposium, consulting with external vendors to ensure a smooth transition
Telebanking Agent
BMO Bank Of Montreal
01.1997 - 01.1998
- Handled and promptly resolved customer complaints to maintain professional relationships
- Increased new customer revenue by $4.5 million within 2 quarters
Education
Skills
- Expert in Six Sigma methodologies
- Proficient in strategic planning and budget management
- Skilled in workforce planning and process optimization
Awards
Culture Catalyst (BNS)
Annual Best of the Best (BNS & BMO)
Human Resources Embracing Diversity Award (BMO)
Timeline
Senior Analyst
Scotiabank
03.2017 - Current
Initiative Manager
BMO Bank Of Montreal
06.2014 - 09.2016
Manager, Planning, Realtime and Workforce
BMO Bank Of Montreal
03.2011 - 06.2014
Manager, Capacity Planning
BMO Bank Of Montreal
03.2007 - 03.2011
Manager, Workforce Management
BMO Bank Of Montreal
01.2006 - 03.2007
Senior Analyst, Workforce Management
BMO Bank Of Montreal
01.1998 - 01.2006
Telebanking Agent
BMO Bank Of Montreal
01.1997 - 01.1998
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