Summary
Overview
Work History
Skills
Languages
Accomplishments
Timeline
Generic

Keisha Carvery

Summary

Experienced leader with 12+ years in learning, employee engagement, communication, and operational excellence. Skilled in talent development, training needs assessment, and program operations. Proven track record in boosting team performance, implementing business strategies, and optimizing processes. Adept at strategic planning, team leadership, and fostering professional relationships. Passionate about storytelling and clear communication, effectively conveying complex ideas to diverse audiences.

Overview

15
15
years of professional experience

Work History

Senior Manager, Learning & Development

Scotiabank
06.2022 - Current
  • Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
  • Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
  • Led cross-functional teams to achieve project milestones, ensuring collaboration and efficiency.
  • Collaborated with internal stakeholders and led the delivery of high-quality learning and development projects, ensuring alignment with objectives and timelines.
  • Stayed abreast of emerging trends and technologies in the learning ecosystem.
  • Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity/learner speed to proficiency.
  • Directed cross-functional teams in developing innovative solutions to complex problems.
  • Identified areas of improvement within existing operations through process analysis and benchmarking studies.

FACILITATION MANAGER

Scotiabank
Ottawa, ON
05.2020 - 06.2022
  • Responsible for supervising a distributed team of facilitators supporting the learning of Global Operations employees and implementing/maintaining consistent standards across business lines and locations
  • Developed strategic plans to update and improve training programs and quality of delivery
  • Led facilitation portion of the CCP and Disputes project rollouts
  • Created synergies within the team and with our partners enhancing our commitment to customer excellence
  • Collaborated on career mapping tool, creating line of sight to a career pipeline, and support
  • Documented processes with a regulatory/audit focus

ONBOARDING MANAGER

Scotiabank
Ottawa, ON
11.2019 - 05.2020
  • Lead and oversee the new employee hiring waves for the customer contact centre providing a positive employee experience and strong support to allow new employees to acquire the necessary knowledge, skills, and behaviours to become successful in their role
  • Monitor employee retention, turnover, and conversion rates
  • Communicate with management regarding the successes and failures of the hiring and onboarding process
  • Bi-weekly payroll administration for 50+ employees
  • Liaise with hiring agencies to discuss employee performance, capacity, etc
  • Select, train, and support subject matter experts (Field Team) to assist CCA’s during call practice

PROCEDURE MANAGER/ACTING RELATIONSHIP MANAGER

Scotiabank
Ottawa, ON
01.2019 - 10.2019
  • Company Overview: Fraud Management & Global Learning
  • Oversee the Change Management team and process end-to-end; submission, review, compiling approvals, scheduling, implementation/launch, and communication
  • Dual role covering for Senior Manager while on leave overseeing the relationship between Fraud and Collections with Learning for update initiatives and new projects
  • Successful de-commission of over 1000 resources from shared collaboration site
  • Launched Change Management structure for Fraud reducing errors and improving effectiveness across groups
  • Fraud Management & Global Learning

SENIOR FACILITATOR

Scotiabank
Ottawa, ON
09.2011 - 01.2019
  • Responsible for creating an engaging and supportive learning environment to help prepare learners for their roles and partnering with Design to create interactive and relevant content
  • Led, managed, and directed performance improvement and career development training programs
  • Develop and coach new hire employees to meet or exceed departmental key metrics
  • Create and maintain learning reports with a focus on learner feedback and program effectiveness
  • Lead Facilitator for all Scotiabank acquisition related change training; training over 600 learners on new system platform, HR structure, etc

ADMINISTRATIVE ASSISTANT

JPMorgan Chase Bank
Ottawa, ON
10.2009 - 11.2011
  • Provide admin support to Collections leadership team carrying out duties like booking travel, expense tracking and submission, calendar/meeting management, etc
  • Prepare presentations, type correspondence and meeting minutes, maintain files and order office supplies
  • Co-led the launch of 2 programs to the contact centre; Volunteer Leadership Group and Employee Spirit Team creating opportunities for employees to get involved in various ways with our community as an organization, and create monthly events for employee engagement

Skills

  • Leadership
  • Emotional Intelligence
  • Critical Thinking
  • Communication
  • Problem-Solving
  • Engagement
  • Story Telling
  • Strategic Planning

Languages

  • English
  • French

Accomplishments

  • Brandon Hall Gold Award, 2023 - Best Advancement in Learning Measurement
  • Best of the Best Scotiabank, 2020 - Recognized for Top Individual Performance
  • GTACC/Scotiabank, 2021 - Recognized for Leadership & Rising Above

Timeline

Senior Manager, Learning & Development

Scotiabank
06.2022 - Current

FACILITATION MANAGER

Scotiabank
05.2020 - 06.2022

ONBOARDING MANAGER

Scotiabank
11.2019 - 05.2020

PROCEDURE MANAGER/ACTING RELATIONSHIP MANAGER

Scotiabank
01.2019 - 10.2019

SENIOR FACILITATOR

Scotiabank
09.2011 - 01.2019

ADMINISTRATIVE ASSISTANT

JPMorgan Chase Bank
10.2009 - 11.2011

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Keisha Carvery