Kyle Larsen

Additional responsibilities to the Senior Program Manager’s position

• Responded to customer complaints from Regulators (100% success rate)
• Supported Privacy Program Support, Team Member Privacy Office and Privacy Request Centre (29 agents and 8 Management Professionals)
• Supported triage activities
• Conducted quality reviews of Team Member incidents
• Provided guidance to the PRC on ad hoc basis
• Developed and executed privacy training to PRC agents
• Oversaw Privacy Request Centre/Data & Trust Office calibration sessions
• Collaborated with PRC leadership on continuous improvements
• Customer Experience Privacy Prime
• Collaborated on Special Projects, including responding to Regulator complaints

• Supported the Privacy Request Centre Team Members by providing leadership to make independent decisions on required action in ambiguous situations to mitigate impacts of incidents and customer privacy concerns and protect the TELUS brand.
• Trained Privacy Request Centre PRC Team Members on new procedures and on effective mediation and complaint resolution strategies.
• Ensured proper reporting of incidents in our Incident Reporting tool.
• Worked with our Incident Manager to execute on our data incident management strategy.
• Participated in Incident Management Response Team meetings and provided support for multiple account breach recoveries, as required.
• Conducted Post Incident Reviews (root cause analysis) on incidents managed by the Privacy Request Center; identified, evaluated, and provided direction for functional areas to ensure mitigation of risks.
• Supported execution on PIR recommendations across Customer Experience team.
• Developed strong relationships with other team members across the organization in various business units to better enable working as a business partner.
• Collaborated with and influenced internal stakeholders, including customers, and key stakeholder groups.
• Contributed to the preparation of quarterly reports to senior management on privacy incidents.
• Liaised with the PRC leadership team, reporting on privacy trends and performance.
• Performed as the Customer Experience Privacy prime; engaged in regular, ongoing, collaborative interaction with CE team to understand operational changes; assessed and understood the impacts of privacy laws and regulations; and supported the business in awareness campaigns and process changes to prevent privacy incidents.
• Mentored and supported 37 privacy request centre team members to create strong workplace culture.

• Developed and promoted early resolution program.
• Successfully resolved 200+ complaints in 2.5 months on average in 2018
• Established negotiating strategies to assist parties in achieving early resolution agreements.
• Developed and implemented dispute resolution plans and settlement resolution processes.
• Provided guidance to Investigators and dealt with impasses and conflicts between the parties.
• Developed networks across sectors and jurisdictions to promote the mandate of the OPC and the Branch, act as a proactive agent of change and expert advisor.
• Mentored project team members in the conduct of the work; established project goals, standards, timetables and performance measurement criteria; provided input into performance evaluations.
• Consulted with clients to identify issues, to promote understanding of rights and obligations under PIPEDA.
• Provided advice, based on the foregoing analysis and consultation, to external clients on early resolution options and alternatives, including their possible outcomes.
• Established policies, processes and procedures for the investigation of ‘incidents’ of potential non-compliance with PIPEDA resulting from breach notifications, issues reported in the media, or those brought to the attention of the OPC through other mechanisms. Worked within a team matrix to determine appropriate courses of action; and provided advice to Senior Management and the Commissioner on the facts and actions were taken; worked with external clients to ensure compliance with the legislation.
• Provided guidance to Early Resolution Officers in the triage of the more complex and widely impacting complaints in order to determine if and how the complaints fall under the jurisdictional mandate of the OPC or other jurisdictional or agency dispute resolution avenues, as well as the most feasible case management process including referral mediation, or investigation.
• Prepared comprehensive analyses, briefings, reports and presentations for the public, organizations, senior management and the Commissioner, regarding alternative dispute resolution activities.
• Delivered presentations to Senior Management committees, colleagues, and clients on early resolution strategic issues and privacy related matters.
• Provided mentoring and direction to assigned Early Resolution Officers regarding responses to inquiries, the analysis of potential complaints, and research.
• Contributed to the development of Branch strategic plans, business plans, policies, programs, service delivery frameworks and work culture to meet the strategic and business priorities of the OPC and the statutory requirements of PIPEDA.
• Promoted horizontal linkages across the OPC and made recommendations based on the results of privacy investigations and the analysis of systemic problems, new initiatives, program activities and/or interventions for the consideration of Senior Management.
• Provided direct input to OPC Branches on policy research, systemic privacy issues, project development public education, best practices, and the design and marketing of tools and other materials designed to assist organizations and sectors in complying with the legislation.
• Planned investigations, determined analytical methodologies and associated tools and practices.
• Represented the OPC at meetings, seminars, conferences and events; delivered presentations and workshops.
• Provided authoritative advice to the Executive Director, Deputy Commissioner, Commissioner, Senior Management and Senior Committees of the OPC respecting activities and cases including policy or procedural/process changes.