Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Generic

Melanie Charbonneau

Ottawa

Summary

Experienced and results-driven professional with 20 years in the credit card and banking sectors, passionate about enhancing employee and customer experiences. Proven success in driving sales performance, coaching advisors, peers and leaders, and leading initiatives that improve engagement, compliance, and call quality. Skilled in analyzing performance trends, facilitating targeted development sessions, and collaborating across teams to support continuous improvement. Seeking a leadership role that leverages my strengths in coaching, process improvement, strategy, and performance optimization.

Overview

2026
2026
years of professional experience

Work History

Learning Engagement Change Lead

Scotiabank
2023 - Current
  • Led and facilitated calibration sessions to improve consistency and quality of employee performance across teams.
  • Guided performance-focused conversations to align teams on best practices and coaching standards.
  • Designed and executed learning engagement strategies that enhanced employee development and motivation.
  • Promoted the value of learning platforms and tools to drive performance, adoption, and continuous improvement.
  • Developed and delivered presentations to leadership summarizing engagement strategy outcomes and performance insights.
  • Built cross-functional relationships to support change initiatives and performance coaching across departments.
  • Ensured learning initiatives aligned with organizational strategy, contributing to a culture of continuous learning and improvement.

Sr Business Analyst/Change Lead Knowledge Management

Scotiabank
09.2019 - 2023
  • Led strategic projects and process improvement initiatives focused on knowledge management, customer experience, and employee engagement.
  • Promoted a customer-focused culture, enhancing client relationships and leveraging organizational knowledge and systems.
  • Collaborated with cross-functional teams to identify and implement areas for improvement, ensuring alignment with Learning Strategy and optimized utilization of learning platforms.
  • Managed feedback loops within Knowledge Management, developing comprehensive reports and presentations for leadership teams.
  • Oversaw change requests related to Knowledge Content, ensuring accuracy, compliance, and adherence to document standards.
  • Led the Annual Review process, maintaining accurate internal reporting for Knowledge documents.
  • Managed end-to-end intake/change management processes for successful knowledge content deployment across the CBCC network.
  • Analyzed feedback insights to enhance employee experience and drive engagement.
  • Executed publishing-related activities for employee-facing materials, ensuring clear and accessible content delivery.
  • Conducted post-implementation reviews to capture lessons learned and drive continuous improvement.
  • Cultivated relationships with business partners and users to ensure seamless process changes and supported a high-performance environment by adhering to the Bank’s risk appetite.
  • Supported ad-hoc initiatives aligned with BAU objectives, championing risk-aware operations and fostering a high-performance culture.

Sr Business Analyst

Scotiabank
10.2016 - 09.2019
  • Company Overview: (JPMC acquisition)
  • Accountable for the overall success and operation of a customer experience tool available to 500+ employees in Ottawa.
  • Responsible for the reporting, development, oversight and execution of new and existing projects as well as process improvement initiatives including those with strategic focus directly related to customer/employee experience.
  • Partner with cross-functional management, support functions and company employees outside the immediate work area and at all levels in the organization to resolve identified customer/employee opportunities.
  • Supported management to ensure teams met customer experience requirements.
  • PULSE Champion for Ottawa.

Business Process Lead

JPMorgan Chase Bank
02.2014 - 10.2016
  • Managed a Customer & Employee Experience tool 500+ employees.
  • Provided clarity to the business about customer/employee issues across all product lines and partner with key stakeholders to take action.
  • Developed and managed the departmental Roadmap and ensured each milestone were well executed according to deadline.
  • Produced the strategy, development, administration and measurement of a customer/employee tool.
  • Partnered with all levels of management, including cross-functional and external stakeholders to implement solutions regarding customer/employee experience.
  • Prepare presentations, reports and communications for senior management.
  • Coordinated weekly Senior Leadership listening session.
  • Managed a team of two Senior Business Process Analysts.

Sr Business Process Analyst

JPMorgan Chase Bank
02.2012 - 02.2014
  • Assembled, interpreted and summarized data, prepared reports and created presentations related customer and employee experience.
  • Managed and followed-up on customer experience opportunities reported to Business Owner through to completion.
  • Participated in cross-functional projects directly related to identified Customer Experience opportunities.
  • Facilitated listening session with internal and external partners.
  • Assembled & organized information from multiple data sources to establish rationale for policy updates, procedure changes or advisor/manager coaching.
  • Coordinated various site visits and events as it relates to marketing initiatives.

Engagement/Sales Manager

JPMorgan Chase Bank
10.2010 - 02.2012
  • Worked to improve sales effectiveness, customer engagement and product knowledge to drive revenue across portfolios.
  • Provided sales coaching and support, influencing progress in peers, advisors and leadership level employees.
  • Created coaching tools and recognition strategies to boost motivation and reinforce best practices.
  • Analyzed various performance metrics and trends to identify development opportunities and guide strategic coaching plans.
  • Provided tailored structured coaching, recommendations and performance-driven strategies.
  • Facilitated sales effectiveness product training to existing and new hires.
  • Partnered with training and QA teams to lead skill-building sessions and share insights on compliance and call quality.

Team Manager

JPMorgan Chase Bank
01.2010 - 10.2010
  • Managed, coordinated and directed daily operations of ten to fifteen employees.
  • Assisted various level employees with real time inquiries/requests/escalations.
  • Developed and assisted in various process improvement projects.
  • Coached, developed and mentored employees at different levels.
  • Utilized various retention and negotiation tools to resolve and/or retain customers who request to close accounts.
  • Recommended human resources actions (hiring, terminations, salary action and promotions).

Assistant Manager

JPMorgan Chase Bank
10.2008 - 01.2010
  • Responsible for the daily coaching of advisors.
  • Assisted advisors with real-time questions and customer scenarios, making decisions on authorization and credit limit request.
  • Handled escalated calls from customers.

Financial Service Advisor

JPMorgan Chase Bank
02.2006 - 10.2008

Esthetician

Coiffure Elmundo
02.2006 - 10.2008

Owner/Esthetician

Esthetique Melanie
02.2006 - 10.2008

Deli Clerk

Independent Grocers
02.2006 - 10.2008

Education

Diploma (Honor) - Advanced Esthetics and Cosmetology

Ottawa Academy
05.2004

Diploma - undefined

École Secondaire L’Escale
06.2003

Skills

  • Creative, self-starting, results-oriented and highly motivated
  • Ability to influence across the organization and work effectively with all levels of management and staff
  • Excellent interpersonal and communication skills
  • Expert problem-solving, solid negotiation and time management skills
  • Proficient in Microsoft Suite of products Excel, Word, PowerPoint, Outlook, Access, Sharepoint
  • Problem-solving
  • Problem resolution
  • Critical thinking

LANGUAGES

Bilingual French and English
Spoken and Written

Timeline

Sr Business Analyst/Change Lead Knowledge Management

Scotiabank
09.2019 - 2023

Sr Business Analyst

Scotiabank
10.2016 - 09.2019

Business Process Lead

JPMorgan Chase Bank
02.2014 - 10.2016

Sr Business Process Analyst

JPMorgan Chase Bank
02.2012 - 02.2014

Engagement/Sales Manager

JPMorgan Chase Bank
10.2010 - 02.2012

Team Manager

JPMorgan Chase Bank
01.2010 - 10.2010

Assistant Manager

JPMorgan Chase Bank
10.2008 - 01.2010

Financial Service Advisor

JPMorgan Chase Bank
02.2006 - 10.2008

Esthetician

Coiffure Elmundo
02.2006 - 10.2008

Owner/Esthetician

Esthetique Melanie
02.2006 - 10.2008

Deli Clerk

Independent Grocers
02.2006 - 10.2008

Diploma - undefined

École Secondaire L’Escale

Learning Engagement Change Lead

Scotiabank
2023 - Current

Diploma (Honor) - Advanced Esthetics and Cosmetology

Ottawa Academy
Melanie Charbonneau