Ronald Reinders

Kyndryl Senior Executive responsible for overall business relationship with Scotiabank

• Kyndryl Canada was established as a new corporate entity in November 2021 as part of IBM's corporate divestiture of its' global IT Infrastructure Services business. I was recruited by the Kyndryl Canada President to join senior management team supporting establishing new Kyndryl organization and assuming responsibility for managing Kyndryl's strategic business relationship with Scotiabank (Kyndryl Canada's largest customer).
• Assumed Managing Partner role for Scotiabank reporting into both Kyndryl Corporate President and Kyndryl Canada President. Accountable for overall business relationship and financial P&L for Kyndryl's global business relationship with Scotiabank ($200+M per year in revenue).
• Played key leadership role in supporting establishment of new Kyndryl Canada organization as new entity separate from IBM. Initiatives included establishment of new Kyndryl Mission Statement, Culture (“The Kyndryl Way”), new organizational structures, management practices, IT systems conversion and managing significant organizational transition with both customers and employees.
• Responsible to establish, manage and grow strategic, trusted relationships with Senior Executives at Scotiabank
• Kyndryl leader accountable for overall financial P&L, customer relationship and the account's global team delivery of IT services supporting the Bank's mission critical banking operations in Canada, Caribbean, Mexico and Latin America.
• Successfully managed challenging relationship transition from IBM to Kyndryl improving customer satisfaction, improving global delivery service execution & performance, negotiated and settled complex open contractual disputes and exceeded Kyndryl's financial plan objectives for the year. Initiated and positioned the relationship for a restructured. Large multi-year relationship renewal post my retirement in April 2023.

IBM Executive responsible for management of overall IBM relationship with TD Bank

• Drove significant account growth through long-term strategic signings including provision of new branch and campus field services, management services for TD's AIX infrastructure, provision of new Enterprise Fraud platform service and enablement of new VMware on IBM Cloud compute environment.
• Executed production rollout across TD's 1200 Canadian Branches of new Enterprise Content Management (ECM) service supporting TD's Digitization and Automation initiatives.
• Engaged senior IBM Executive leadership and skills to support TD's Agile & Cloud transformation.
• Executed very large transactional deals to refresh TD's mainframe infrastructure and multi-year Enterprise Software agreements.
• IBM team exceeded all IBM financial plan objectives achieving 100% Club recognition in multiple years.

Senior IBM Executive responsible for management of Canadian financial services strategic outsourcing business in Canada. Leadership role owning Executive oversight over overall IBM Global Technology Services Financial Services portfolio of accounts and supporting IBM sales and delivery organization. Responsible for strategic direction, operational execution and achievement of portfolio revenue, gross profit and customer satisfaction objectives

Executive responsible for overall general management of the Global IBM Information Technology outsourcing services contract with Scotiabank across Canada, Caribbean and Mexico. Accountable for overall contract revenue, gross profit and customer satisfaction. Leader of extended sales and delivery team of over 500 people responsible for supporting Scotiabank's mission critical mainframe, Unix, Intel, Storage, ABM and distributed Branch and Executive Office environments.

• Strengthened customer relationship by addressing key priority areas including distributed support model, service request process and Mexico service delivery performance. Resulted in improved customer satisfaction across all global country agreements.
• Oversaw execution of large strategic bank rollout projects including migration and upgrade of 2,100 ABM's, integration of significant Bank acquisitions and refresh of over 40,000 devices across 1,100 branches. Very high customer satisfaction results and Bank received a CIO 100 magazine Innovation award for Branch Technology Refresh program.
• Designed, sold and implemented a new service model to support Scotiabank's 12,000 Executive Office distributed users. Efforts resulted in significant customer satisfaction results (95+ %) and renewal of IBM distributed support service.
• Successfully executed key transformation & transition projects incorporated in the 2007 renewal contract including implementation of 36 global projects, 94 new deliverables and 328 new obligations implemented over 18 months. This included projects delivering significant Infrastructure upgrades, new service management processes and tooling, new usage based virtual server farm implementation, server management tools, new datacenter enablement and transition of significant support functions from Canada to the IBM Global Delivery Centre In India.
• Identified and executed savings initiatives generating $19M in savings over the term successfully achieving committed customer objective.
  Managed successful transition of Scotiabank console operations and monitoring environment for mainframe, mid-range and network operations from IBM Canada to IBM Brazil delivery organization.
• Strong delivery team execution achieving key service level agreement targets including driving a 65% reduction in service incident minutes in 2009 for the Canadian domestic environment.
• Re-engineered IBM Service Request process significantly addressing key customer pain point. Managed and oversaw execution of very large portfolio of IBM Service Requests (approx 60-70 per month) and projects achieving high levels of customer satisfaction (94%). These included strategic Line of Business projects, technology refresh projects and strategic programs such as the large program to virtualize Scotiabank's large Intel and Unix server environments.
• Exceeded IBM account financial plan objectives in 2008, 2009, 2011 & 2012 through aggressive cost management and driving new services revenue growth. New business included strategic win to manage the Scotiabank Enterprise Data Warehouse infrastructure environment. Received prestigious IBM North America “Leader of the Pack” award for performance in 2012.
• Worked with IBM Latin America Executive team to establish new IBM leadership team in Mexico to address Scotiabank Mexico customer satisfaction and service issues. Implemented Service Improvement Program (SIP) that provided 55% year over year reduction in service incidents resulting in sustained improvement in overall IBM / Scotiabank relationship in Mexico.
• Established and executed new Global governance structure providing management oversight over strategic initiatives, innovation activities, service delivery and contract governance across global country agreements. This included management of innovation (I-team) program providing access to and leveraging IBM subject matter experts to identify and execute innovation projects in support of Scotia business.
• Provided leadership and support of IBM renewal marketing activities in 2012 bringing innovations and development of new solutions to drive on-going service quality, cost efficiency and expanded IBM relationship. Successful efforts resulted in new 6-year global relationship renewal.

Executive responsible for overall management of IBM Canada Information Technology outsourcing services contract with Bell Canada. Accountable for overall contract revenue, gross profit and customer satisfaction. Leader of extended sales and delivery team of over 200 people responsible for supporting Bell Canada's mission critical mainframe, Unix mid-range and significant storage utility services environment.

• Focused on key customer priorities and management of customer relationship achieving 9 out of 10 customer satisfaction rating in 2005 and 2006.
• Oversaw delivery team that provided high quality service exceeding all key service level agreement targets and objectives.
• Managed delivery team's successful execution of numerous complex technology implementation projects including introduction of new tiered, virtualized, managed storage utility service and transparent technology upgrade of Bell Canada's entire mainframe technology environment in 2006.
• Successfully supported Bell Canada's aggressive IT cost reduction initiatives in 2005 and 2006. Strategies executed included IT hardware/software cost optimization, efforts focused on reducing Bell's IT utility services usage, and services pricing adjustments.
• Achieved IBM account financial objectives through identification and implementation of new services growth opportunities at Bell Canada and strong cost management of IBM's internal delivery costs. Team's achievement was recognized in 2005 with IBM Golden Circle award.
• Initiated solution development and proposal of new service delivery model leveraging IBM's global delivery capabilities to provide long term cost savings and enhanced service capabilities for Bell Canada.
• Selected to be IBM GTS Canada executive owner responsible for executing action plans focused on IBM's proactive delivery of value to our Canadian strategic outsourcing clients.

Executive responsible for overall delivery management for all IBM Canada application management outsourcing services contracts in Canadian Financial Services Sector. Accountable for overall portfolio revenue, gross profit and customer satisfaction. Responsible for management of all AMS project executives and delivery managers in sector.

• Grew contract portfolio exceeding all yearly plan objectives.
• Led cross functional team in extensive review and restructuring of a large new contract. Efforts resulted in implementation of new customer solution going forward. Significant new lessons learned were identified through review process and action plans were developed to advance capabilities of overall IBM AMS organization.
• Played Canadian leadership role on large, complex application outsourcing engagement. Managed overall engagement process and project management office. Directed all project activities and deliverables in support of overall sales engagement.

Responsible for 400-person self-contained business unit with locations in Toronto, Montreal and Vancouver. Accountable for overall financial results and management of sales, client support, application development and system operations functions. Business unit contained two primary lines of business: i) mission critical brokerage accounting and order management transaction processing service, processing over half of securities transactions processed in Canada and ii) professional services business, licensing software and providing application development and systems integration services supporting exchange, electronic markets and internet securities trading marketplace globally.

• Doubled size of the business.
• Secured key contract renewal signings.
• Improved overall customer satisfaction rating each year through focus on service quality, continuous improvement activities and key metrics management.
• Improved overall employee satisfaction rating.
• Successful management of large Year 2000 application remediation, testing and contingency planning initiative.
• Managed multi-million-dollar annual development budget investing in redevelopment and refurbishment of key modules within core brokerage accounting offering. Refocused product development direction to support Industry's Straight Through Processing requirements.
• Brought in new second line management to enhance long-term organizational capability. Development management organization and processes were restructured to support enhanced development responsiveness, quality and effectiveness. Initiated plan to institute development best practices through achievement of SEI CMM Level 3 certification.
• Established and grew professional services unit aligning SIS business unit with other IBM units around the world, positioning SIS as a software and services competency centre for the global Capital Markets industry sector. This resulted in IBM funding support for SIS initiatives and IBM Global sales support for SIS software and service offerings.

Responsible for identification and management of new revenue opportunities including new product offerings and new market development. Other activities include management of SIS strategic planning process and resultant initiatives, evaluation and recommendation of potential acquisitions targets, and ownership of key SIS stakeholder relationships including industry bodies, third party alliances and IBM Corporation executive management.

• Successful marketing of Securities Industry Services' capabilities and offerings to the IBM Corporation Capital Market industry solution units world-wide. Efforts resulted in SIS receiving new world-wide services engagements including development of a new generation electronic trading system for U.S. Institutional investor marketplace, and first international marketing of SIS brokerage service offering outside Canada.
• Managed and successfully secured $10 million in incremental funding from the IBM Capital Markets industry solution unit for future SIS product development.
• Led first significant sale of SIS brokerage offering outside of SIS's standard brokerage customer base. Contract with large Canadian financial institution involved development of solution linking securities processing and banking applications, providing seamless service to the financial institution's end client. Other initiatives included development of new institutional order processing system for Canadian brokerage community, and capability for home client brokerage account and trading access over the internet.

Responsible for territory and account team management for major Toronto and Vancouver based accounts. Sales and marketing of SIS brokerage back-office and trading service, custom application development and systems integration contracts.

• Played leadership role in winning and establishing new Securities Industry Services customer base in Vancouver. Resulted in seven new SIS customers generating new on-going yearly $4 million revenue stream. Participated in resultant set-up of new branch office in Vancouver.
• Managed installed customer base with yearly revenue exceeding $8 million. Successfully secured key customer contracts aggressively targeted by competition.
• Results – achieved maximum quota attainment in 1993 and 1994.

Responsible for developing and implementing marketing strategy, managing customer relationship, and managing overall customer satisfaction for four large accounts in Canadian Financial Services industry

• Established and maintained contacts at all levels within client organizations to jointly develop information technology strategies.
• Commissioned representative responsible for identifying opportunities, allocating appropriate resource, and managing sales team responsible for selling and supporting IBM hardware, software, and services in my accounts. Successfully achieved all sales and customer satisfaction targets.

Commissioned sales representative responsible for selling IBM hardware, software and application services to over 30 brokerage industry clients

• Results, 1989 – 140% of target, 1990 – 130% of target, 1991 – 140% of target

Responsible for marketing, installation and implementation of various IBM application solutions. Performed problem determination, end-user support and requirements gathering for new applications within Canadian Securities industry.

• Received IBM Marketing Excellence Award and achieved 97% customer satisfaction level.

• Completed IBM Basic Sales and Systems Training and Account Management School finishing in top quartile of class.