Masa Kapor

In my role as Change Manager at the Canadian Red Cross, I was responsible for spearheading organizational transformations and capital projects through comprehensive change management strategies. My key accountabilities included:

• Strategy Development: Created tailored change management strategies based on thorough assessments, including impact and gap analyses, to align with project goals.
• Stakeholder Engagement: Collaborated closely with Project Managers and sponsors to integrate change management activities, ensuring effective stakeholder communication and support.
• Workshop Facilitation: Led change management workshops for leadership, equipping them with the skills to guide their teams through transitions.
• Monitoring & Reporting: Conducted ongoing assessments of change evolution and stakeholder engagement, utilizing surveys and feedback mechanisms to gauge progress and resistance.
• Training & Documentation: Developed training materials and conducted sessions to prepare staff for new processes, ensuring compliance and identifying areas for improvement.
• Feedback Mechanism: Collected and analyzed staff feedback to anticipate resistance and propose corrective measures.

Overall, my efforts were focused on ensuring a smooth transition and building organizational capacity to sustain changes effectively.

In my role as Manager of Investor Services at SS&C Technologies, I was accountable for overseeing daily operations and ensuring high-quality service delivery. My key responsibilities included:

• Team Leadership: Supervised and developed a team, conducting performance appraisals and facilitating ongoing training to enhance skills and productivity.
• Client Relations: Acted as the primary point of contact for clients, addressing escalated issues and ensuring clear communication regarding new business launches and conversions.
• Operational Oversight: Coordinated and participated in operational, client, and regulatory meetings, contributing to initiatives aimed at improving client service.
• Data Management: Analyzed and maintained accurate client and fund data in databases, validating investor transactions in accordance with offering documents.
• Reporting & Compliance: Reviewed and approved investor reporting, wire transfers, and fund manager reports, ensuring compliance with regulatory requirements.
• Collaboration with Auditors: Worked with external auditors to facilitate due diligence requests and confirmations.
• Process Improvement: Assisted in leading departmental initiatives and maintained dashboards to track key performance indicators.

Overall, I focused on optimizing team performance and enhancing client satisfaction in a fast-paced financial services environment.

• 2021 TD Champion for the Burlington/Oakville district
• Started off as a Customer Experience Associate and transitioned to Customer Experience Coordinator, Lead Customer Experience Associate and lastly Manager of Customer Experience within my 5 years at TD Bank
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Defined clear targets and objectives and communicated to other team members.
• Accomplished multiple tasks within established timeframes.
• Developed and maintained relationships with customers and suppliers through account development.