Mark Halliday
Brooklin,Canada
Summary
Customer-focused leader with 15+ years of experience in client success, governance, account management, and team leadership across financial services, fintech, and customer operations. Recognized for elevating customer experience, optimizing processes, improving compliance accuracy, and developing strong, high-performing teams. Known for exceeding performance expectations and driving measurable business results.
Overview
16
16
years of professional experience
Work History
Governance & Control Analyst
TD Canada Trust
Markham, Canada
01.2024 - Current
- Achieved >95% accuracy in compliance evaluations while exceeding productivity targets by 500%.
- Identified procedural gaps and recommended changes to enhance clarity, compliance, and operational efficiency.
- Leveraged strong technical expertise across HOST, TSYS, Gateway, Security Suite, and related systems.
Customer Account Specialist III – Customer Assistance
TD Canada Trust
Markham, Canada
01.2023 - 01.2024
- Exceeded monthly KPIs by 135% through strong analytical skills and customer-first decision-making.
- Reduced financial risk by identifying early delinquency patterns and negotiating sustainable customer solutions.
- Provided empathetic, compliant service using the HEAT methodology to maintain positive customer outcomes.
Branch Manager
VPI Working Solutions
Oshawa, Canada
01.2023 - 12.2023
- Led a team of 6, ensuring achievement of branch service standards, compliance, and program KPIs.
- Oversaw reporting, budgeting, and operational performance while identifying corrective actions.
- Represented the organization at community events, strengthening local partnerships and brand presence.
Client Success Manager
FlexPay
Montreal, Canada
01.2021 - 01.2022
- Managed a portfolio of 40+ clients, acting as primary advocate and escalation point.
- Improved onboarding experience through collaboration with marketing and product teams.
- Increased customer lifetime value through proactive engagement and retention strategies.
Senior Account Manager
Visa
Toronto, Canada
01.2010 - 01.2021
- Managed Visa’s Canadian prepaid portfolio, driving adoption of value-added services across major FI clients.
- Implemented process improvements that delivered $100K+ in annual operational savings.
- Delivered quarterly business reviews to operations, fraud, risk, and executive teams.
- Twice awarded Employee of the Quarter for exceptional client success and performance execution.
Customer Service Manager
Acushnet (Titleist & FootJoy)
- Led 12 associates and improved returns processing by reducing timelines by 25 days.
Back Office Customer Service Manager
American Express
- Directed 26 associates and redesigned processes that saved $250K+ annually.
Education
Bachelor of Arts - Sociology
University of Western Ontario
Skills
- Customer Success & Retention
- Governance, Risk & Compliance (GRC)
- Leadership & Team Development
- Performance Optimization
- Process Improvement & Risk Mitigation
- Strategic Stakeholder Management
Earlier Experience
- Customer Service Manager, Acushnet (Titleist & FootJoy), Led 12 associates and improved returns processing by reducing timelines by 25 days.
- Back Office Customer Service Manager, American Express, Directed 26 associates and redesigned processes that saved $250K+ annually.
- Additional earlier roles, American Express, In leadership, customer service, and operations.
Timeline
Governance & Control Analyst
TD Canada Trust
01.2024 - Current
Customer Account Specialist III – Customer Assistance
TD Canada Trust
01.2023 - 01.2024
Branch Manager
VPI Working Solutions
01.2023 - 12.2023
Client Success Manager
FlexPay
01.2021 - 01.2022
Senior Account Manager
Visa
01.2010 - 01.2021
Customer Service Manager
Acushnet (Titleist & FootJoy)
Back Office Customer Service Manager
American Express
Bachelor of Arts - Sociology
University of Western Ontario