Heather Litt
Thamesford,ON
Summary
Enterprise transformation executive with deep experience in regulated financial services and a proven track record leading large, multi-layered delivery organizations. Currently AVP, Business Delivery within Canada Operations at Canada Life, accountable for strategy, execution and operational performance across a 300-employee organization — driving modernization, standardized governance, KPI transparency, and risk-aligned performance frameworks. Demonstrated success building high-performing leaders, maturing operating models, and elevating delivery discipline to enable transformation at scale.
Recognized for elevating project/program delivery outcomes through robust governance, cross-functional collaboration, and change leadership — partnering closely with Technology Program Office, Risk, Finance and senior sponsors to accelerate outcomes, improve throughput, and optimize cost. Strong financial acumen, disciplined execution capability, and a proven ability to shape enterprise direction while enabling empowered, accountable teams.
Overview
25
25
years of professional experience
Work History
AVP Business Delivery
Canada Life
08.2023 - Current
- Led cross-functional teams to develop and implement strategic initiatives, enhancing operational efficiency.
- Streamlined processes to reduce costs and improve service delivery across multiple departments.
- Mentored junior staff, fostering professional growth and ensuring team alignment with organizational goals.
- Analyzed market trends and competitive landscape to inform strategic decision-making and business development efforts.
- Lead the strategic direction and execution of business delivery initiatives across Canada Operations
- Champion enterprise transformation efforts, leveraging digital capabilities, automation and data insights to drive innovation and efficiency
Product Group Owner
TD CANADA TRUST
07.2022 - Current
- Lead a team of 11 Product owners, and oversee a product group of 150 team members including: Developers, Quality Engineering, Scrum Masters, & Release train Engineers to ensure successful delivery & execution in an agile model
- Manage a spend envelope of $35MM annually
- Create and inspire a community where product owners can share information, knowledge, problem solve and brainstorm new ideas
- Encourage and foster a culture of continuous learning to develop and grow our capabilities to support our customers and drive innovation
- Own platform prioritization, intake, and product backlog with key stakeholders
- Maintain platform performance and stability
Product Owner II
TD CANADA TRUST
07.2021 - Current
- Provide vision, leadership, and strategic guidance in delivering and implementing enterprise alerts strategy
- Specialized product development support based on deep product expertise in Agile/Scrum processes, roles, and practices.
- Contribute to product OKR's, manage feature refinement, and planning for program increment planning activities
- Solve and/or lead others to solve complex problems; lead efforts or partner with others to develop new solutions.
- Oversee 6 Platform PODs, with leadership accountability to coach and develop 6 Product owners
- Own platform prioritization, intake, and product backlog with key stakeholders
- Maintain platform performance and stability
Chief Product Owner
TD CANADA TRUST
07.2018 - 07.2021
- Annual Legendary award recipient in 2020
- Oversee product management deliverables within budget and as per the approved product plan, working with business partners to develop the content of those deliverables
- Develop / maintain productive working relationships with distribution channel owners
- Champion the development of the annual business plan and the monthly/quarterly forecast process
- Identify and manage risks (market, credit, operational) associated with the product / segment
- Own and deliver on foundation & consumption roadmaps
- Conduct ongoing industry and competitive analysis to obtain market insights and ensure Acquisition Teams are kept informed of matters to be competitive and win in the marketplace
- Provide thought leadership and/ or industry knowledge for own area of expertise and participate in knowledge transfer within the team
Contact Centre Manager, Digital Communications
TD CANADA TRUST
07.2016 - 07.2018
- Lead a digital contact centre (75 FTE), while helping to develop the long term digital strategy for Phone Channel.
- Deliver seamless Customer Experience across all platforms (Facebook, Twitter, SMS, OMNI Secure Message, and Chat), while maintaining Service Levels and KPIs.
- Work closely with internal stakeholders & develop strong working relationships to identify and develop key digital priorities and adoption
- Work closely with key business partners (G&C, Product, Digital, CTS) to develop and execute on digital roadmap.
- Execute on Pulse action plans to ensure prioritization on the Employee Experience
- Developed Employee Scorecard, and established KPIs across all internal platforms
- Manage through ambiguity and support change leadership strategy in digital communications.
Sales, Strategy & Solutions
TD CANADA TRUST
08.2015 - 07.2016
- Build 1, 3, 5 year + sales strategic roadmap that supports new revenue streams and capabilities
- Business ownership (supporting the Borrowing Pillar) "change the bank" sales projects such as DCSR for Authorized Users & Onboarding an outbound team in Credit Cards
- Own the relationship with distribution and Product for sales and sales planning
- Support National Campaigns (goal setting for Phone Channel, alignment to strategic pillar priorities).
Manager- Sales & Customer Experience, Effectiveness & delivery
TD CANADA TRUST
05.2014 - 08.2015
- Manage a team of 16 individuals (and 1 people manager) who play a critical role in supporting our Phone Channel businesses by providing a Legendary Employee and Customer Experience, with a direct focus of uncovering and exceeding our customer’s financial needs/expectations and grow the businesses that we support
- Develop / maintain awareness and understanding of respective Site & Channel top priorities / challenges / drivers
- Work effectively across multiple businesses with product partners and support groups to connect the different business and operational priorities together, making recommendations to enhance employee capabilities in the contact centres
- Assess & recommend appropriate Sales effectiveness tools / activities designed to drive Sales & CE results
- Conduct post implementation reviews on campaigns, projects and key effectiveness materials.
- Incorporate & reinforce the Comfort Promise, FCR and H.E.A.T. framework into Coaching communications in a way that makes meaning for the audience & links behaviors to delivering Legendary Experiences
- Continually assess and audit NA Sales & CE Tools for NA standardization opportunities; while incorporating unique pillar needs
- Maintain regularly scheduled meetings with GMs / HR BPs to review coaching feedback to ensure it aligns with leadership feedback
Manager- Sales, Strategy & Solutions
TD CANADA TRUST
02.2013 - 05.2014
- Manage a team of Regional Sales Managers and Relationship Managers accountable for identifying new sales opportunities, developing best in class sales and service management strategies, and looking for ways to partner with internal groups and external consultants to identify new customer needs.
- Accountable to support all revenue driving tactics to support the Phone Channel revenue plan of $280MM in F13.
- Development of sales and service strategies, tactics, and action plans for the key measurements for the phone channel
- Working closely with TD Marketing and Product partners to develop new sales opportunities and programs for the channel.
- Engage and leverage the expertise of business partners to validate approach and content of strategic proposals
Sr. Sales Analyst, Shared Services
TD CANADA TRUST
04.2012 - 02.2013
- As a part of the Shared Services the Sales Strategy & Solutions team -accountable for identifying new sales opportunities, developing best in class sales and service management strategies and looking for ways to partner with internal groups and external consultants to identify new customer needs.
- Support the development and oversee the implementation of sales and service strategies, tactics, and action plans aimed at achieving key measurements and objectives of all Phone Channel lines of business.
- Coordination of internal and external business partners, documentation and tracking of project timelines and deliverables, leading project work packages and initiatives, as well as negotiating with key partners
- Engage and leverage the expertise of business partners to validate approach and content of strategic proposals
Team Manager, Insurance Advice
TD CANADA TRUST
02.2010 - 01.2012
- Responsible for leading, managing and coaching a team of English and French inbound contact centre sales specialists that promote the benefits of Balanced Protection Insurance and offer other products and services.
- Responsible for delivering on sales goals of $15M annually, with challenging sales targets while balancing Customer Experience and Productivity with approximately 20 Sales Specialists (direct reports)
- Represent Insurance Advice as the Sales and Service Leader for all of Phone Channel, helping to achieve our business sales goal of $82M for 2012
- Improved overall Pulse Survey Results year over year
- Maintain the Insurance Advice Site lead for CEI, increasing CEI over 2010 by 15% as well as the Process Improvement Site lead in 2010 & 2011.
- Represent Insurance Advice on the Sales Pillar for 2011-2012 driving overall business results, work closely with TD Insurance partners to manage the sales budget to develop new sales opportunities and programs for the business.
AVP, Commercial Credit & Customer Service
CITIBANK
06.2007 - 02.2010
Sr. Manager, Commercial Credit/ Authorizations
CITIBANK
08.2005 - 06.2007
Learning & Development: Facilitator
CITIBANK
06.2001 - 08.2005
Collections Specialist
CITIBANK
06.2000 - 06.2001
Education
Bachelor of Arts -
University of Western Ontario
01.2001
Skills
- Over 18 years of proven people leadership and talent development; leading high performing teams/ individuals
- Excellent relationship management: strong collaborative approach with the ability to impact and influence key stakeholders, both internal and external
- Well-developed critical thinker; demonstrated business acumen, analytical and problem-solving skills
- Operations management: Led business delivery across Canada Operations, driving standardized performance frameworks, KPI governance and enterprise modernization to improve operational excellence and delivery outcomes
- Cross-functional collaboration: Partnered closely with Technology Program Office, Risk, Finance, Product and senior business sponsors to align priorities, accelerate strategic execution, and deliver measurable value in highly matrixed environments
- Change management: Designed and executed enterprise-level change management strategies to support adoption of new delivery models, digital capabilities and tooling — enabling improved agility, cultural readiness and transformation success at scale
Community Involvement
Women in Leadership Council 2017 - Present, Junior Achievement Volunteer - Present, Mosquito – Bantam Baseball coach 2012- 2020, Junior Rookie Baseball coach 2012-2014, Softball coach 2009-2013, Co-Chair the London Site Recognition Team 2009, Citibank’s Global Community Day, 2008/ 2009
Languages
English
Full Professional
Timeline
AVP Business Delivery
Canada Life
08.2023 - Current
Product Group Owner
TD CANADA TRUST
07.2022 - Current
Product Owner II
TD CANADA TRUST
07.2021 - Current
Chief Product Owner
TD CANADA TRUST
07.2018 - 07.2021
Contact Centre Manager, Digital Communications
TD CANADA TRUST
07.2016 - 07.2018
Sales, Strategy & Solutions
TD CANADA TRUST
08.2015 - 07.2016
Manager- Sales & Customer Experience, Effectiveness & delivery
TD CANADA TRUST
05.2014 - 08.2015
Manager- Sales, Strategy & Solutions
TD CANADA TRUST
02.2013 - 05.2014
Sr. Sales Analyst, Shared Services
TD CANADA TRUST
04.2012 - 02.2013
Team Manager, Insurance Advice
TD CANADA TRUST
02.2010 - 01.2012
AVP, Commercial Credit & Customer Service
CITIBANK
06.2007 - 02.2010
Sr. Manager, Commercial Credit/ Authorizations
CITIBANK
08.2005 - 06.2007
Learning & Development: Facilitator
CITIBANK
06.2001 - 08.2005
Collections Specialist
CITIBANK
06.2000 - 06.2001
Bachelor of Arts -
University of Western Ontario