Leah Hunt

Experience

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  RBA Research

  Oct 2001 - Jun 2002

  Executive Assistant

  Executive Assistant to the Managing Director and Executive Team. Responsible for the daily support of various initiatives and the intake for new RFP and administration of weekly team meetings. Travelled to support MD and his team in the field on Social Research initiatives and engagements as necessary.

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  TD

  Mar 2008 - Aug 2016

  Retail Banking consultant for the development of a National Strategy on Digital Fluency. Focus on engagement of Retail Banking employees, assessment of barriers and challenges and development of communications and training material. Responsible for the day-to-day leadership of Retail Banking Branch including planning, staffing and business performance. Managed branch through transition period of merger with another TD branch and the various staff and customer impacts of this significant change. Senior Manager of 250+ contact centre across three locations, working in a 24 hour 7-day a week environment. Supported creation of a net new telephone banking offering (Cross-Border Banking) in close collaboration with product leadership. Drove efficiencies across call centres and created mid-term strategy to establish new "Second Level Support" framework for North American Phone Channel Led internal Retail Banking support call centre (100 People) in a single location. Extended hours environment with multiple skills and language supports. Drove significant positive attrition and employee engagement while improving overall call centre efficiency. Established communications protocols - internal to team and externally with partners - and built recruitment and talent development pipelines coming in and leading out of the business. Managed a small team (<10) of technical and reporting professionals; Responsible for the delivery of key monthly reporting package across Collections, Recovery and Fraud lines of business. Day to day responsibility for Credit Loss reporting, forecasting and planning inputs. Provided a-la-carte analytics to various business leaders to support business changes, projects and proactively identify opportunities for improvement.

  • Manager, Sales & Customer Experience

    May 2016 - Aug 2016

  • Branch Manager

    Jun 2013 - Apr 2016

  • Senior Call Centre Manager

    Sept 2011 - Jun 2013

  • Group Manager

    Nov 2009 - Sept 2011

  • Manager MIS & Reporting

    Mar 2008 - Oct 2009
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  TD Auto Finance

  Aug 2016 - Aug 2022

  Business Management Specialist (Consultant)

  Responsible for the leadership of a cross-functional team executing against strategic transformational change management plan that includes key business initiatives designed to improve customer and colleauge experience and improve business results. Lead business sessions to document and then re-design end-to-end process and experience for the customer and support development of best-in-class operating model. Successes to date include implementation of new operating model within first 60 days with business performance improving and trending to 10-15% PCL savings year-over-year Show less

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  TD

  Jun 2017 - now

  My job is to help leaders bring our diversity and inclusion commitments to life. I don’t set the goals - I show up when the hard work starts. I am here for the goal getting. The goal digging. Finding the barriers and moving rocks. I am here to give candid and thoughtful insight and advice that makes teams better and helps leaders think differently. It’s a big job. I have amazing leaders and peers. I’m scared and excited everyday. It’s wonderful. I am responsible for leading Key Strategic Initiatives for Canadian Collections & Recovery. Focus is on initiatives with a medium to long-term time frame and include Transformation projects. Lines of business include TD Auto Finance (Indirect Lending - Prime and Non-Prime), Credit Cards, including MBNA and all TDCT Retail Products.

  • Diversity and Inclusion Consultant

    Aug 2022 - now

  • Senior Manager Strategic Planning (Collections)

    Jun 2017 - Aug 2022