NANDITA SHARMA
Markham,ON
Summary
Strong and dedicated Financials services professional with 20+ years experience delivering value and continuous business growth . Cross functional collaborator and proactive leader with experience working in multiple business areas within banking including Platforms & Technology, North American Contact Center, Branch Banking, Wealth Management and Retail Risk. Global experience working as Auditor for KPMG and Deloitte.
Overview
19
19
years of professional experience
Work History
Product Owner Data Exchange CRM&CM
TD Bank
06.2022 - Current
- Successfully delivered 5 large scale integrations helping improve platform stability and resiliency, automating processes and saving over 5000 capacity hours
- Collaborated with technology architecture and enterprise data stewards to build a wholistic target state vision for data management for all Customer and Relationship management groups
- Managed team of 10 on various deliverables including backlog prioritization, aligning business goals with stakeholder expectations and implementing agile methodologies to increase team productivity (nominated for automating backlog creation for standard project intakes )
- Delivered value framework for MuleSoft Platform identifying the key business and platform value drivers Aligned architecture design to maximise value through reusability of MuleSoft API s (winner of Innovation challenge to deliver faster time to market )
- Created Product Owner Best practice playbook to help new POs onboard to CRM &CM.
Senior Manager, Transformation Strategy , Contact Center as a Service (CCaaS)
TD Bank
12.2020 - 06.2022
- Led design and build of Business Value framework for multiyear Technology Transformation, to modernize contact centers through Digital and NLU capabilities
- Socialized value drivers and obtained consensus on on business performance measurement through multiple calibration sessions with LOB executives, including VP, SVP and EVP
- Influenced Senior Leadership decision making on deployment strategy by ensuring program financials have a clear linkage to benefit realization, contractual constraints, vendor sunsetting and Sprint outcomes
- Partnered with Business architecture and Strategic Sourcing to a build cost framework incorporating key drivers of the vendor contract, deployment strategy and call migration outcomes due to AI driven technology solutions .
Senior Manager, Contact Center Transformation Delivery
TD Bank
01.2017 - 12.2020
- Project lead on large pan organization transformation initiatives,working closely with multiple stakeholders to successfully deliver projects to completion e.g Stand up of new Contact center in Moncton with new business model
- Primary lead for communications with senior leadership on Contact Center Steering and Stakeholder committees with responsibility to prepare executive business content and review project performance against defined objectives
- Successfully built end to end strategy and delivery model for a number of Contact Center projects that range in scope from regulatory to vendor repatriations.
Manager Assessment, Contact Center Transformation Strategy
TD Bank
07.2013 - 01.2017
- Key member of transformation strategy team leading the research and creating business cases for large Tier I & 2 transformation projects e.g Repatriation of Credit Card Voice ($56MM), Mergers and Acquisitions initiatives
- Worked closely with senior leadership to evaluate strategic opportunities by conducting a diverse range of industry research, engaging multiple stakeholders and providing actionable recommendations
Branch Manager
TD Bank
05.2010 - 07.2013
- Managed a mid-size retail branch and successfully exceeding business objectives in fiscal 2011 and 2012
- Consistent coaching to sales and advice teams, applying performance management processes to deliver on business sales, advice and CEI targets (Over 50% of sales staff performed above target and Top quartile in CEI (Customer Experience Index) in region.)
Manager Strategic Initiatives, TD Waterhouse, Private Banking
TD Bank Wealth Management
06.2006 - 05.2010
- Business lead working on a number of key initiatives that included a new business model, realignment of bankers portfolio to drive higher performance, client segmentation model etc
- Project lead on multi stakeholder project to transition non core private banking customers to more cost effective retail channel.
Business Analyst, Planning Projects and Analysis (Visa Product)
TD Bank Credit Cards
01.2005 - 05.2010
- Key member on marketing visa account management campaigns providing advanced data analytics to achieve aggressive response targets and lift in utilized credit (estimated incremental revenue of 10MM)
- Applied advanced data modelling using SAS to deliver visa campaign segmentation analysis, working collaboratively with product and marketing to rebuild customer selection criteria
- Key member of project teams providing recommendations to introduce campaign process automation through an improved structured data exchange environment.
Education
MBA - International Business
University of Birmingham
Birmingham, UKBachelor of Arts - Mathematics
Delhi University
Delhi, IndiaSkills
- Agile at scale
- Product Management
- Transformation Delivery
- Design thinking
- Data Science & Modelling
- Strategy Building
- Business Casing
- Risk Management
- Large Stakeholder Management
Certifications
- PROSCI Change Management
- Branch Compliance Officer
- Canadian Securities Course
- SAS Certification
Timeline
Product Owner Data Exchange CRM&CM
TD Bank
06.2022 - Current
Senior Manager, Transformation Strategy , Contact Center as a Service (CCaaS)
TD Bank
12.2020 - 06.2022
Senior Manager, Contact Center Transformation Delivery
TD Bank
01.2017 - 12.2020
Manager Assessment, Contact Center Transformation Strategy
TD Bank
07.2013 - 01.2017
Branch Manager
TD Bank
05.2010 - 07.2013
Manager Strategic Initiatives, TD Waterhouse, Private Banking
TD Bank Wealth Management
06.2006 - 05.2010
Business Analyst, Planning Projects and Analysis (Visa Product)
TD Bank Credit Cards
01.2005 - 05.2010
MBA - International Business
University of Birmingham
Bachelor of Arts - Mathematics
Delhi University
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