Jyoti Kumar - PMI-ACP, SAFe 5 Agilist, CSM

Experience

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  Vancity

  Sept 1998 - Apr 2001

  SENIOR FINANCIAL SERVICES OFFICER

  In this role, I analyzed and gathered information on customers' present financial position and then designed innovative and workable financial solutions for them. I managed new accounts, ensuring compliance with company and regulatory policies and completing loan applications for assigned portfolios. Further, a key aspect of my work was to ensure that any fraudulent applications were identified and reported for further escalation.Key Achievements: - Retained 95% of assigned mortgage renewal portfolio - $25-30MM per month- 90% close rate on new loan applications- Fraud detection rate of 100% proactively preventing any time spent on processing loans/new accounts and financial losses Show less

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  Citizens Bank of Canada

  Apr 2001 - Feb 2008

  In the fast paced role of Customer Service Manager, I led teams of 20-30 individuals in a 250+ agent Banking contact centre. My role was dynamic in nature and required me to wear several different hats ranging from team lead to coach to project SME. I was tasked with building and leading diverse teams that delivered a delightful customer experience through effective coaching and guidance. I maintained Service Assurance KPI’s and also worked on efficiency related projects that resulted in reduced call wait times and increased lending approval turnaround times.Key Achievements:- Transformed the most under performing team to the top team within 3 months- Increased sales for a night shift team by 90% through intensive coaching and incentives- Implemented the Lending Alignment Project which boosted efficiencies by 60% and reduced lending approval turnaround time by two full days- Delivered performance and sales coaching to 100+ agents each year Show less As a Senior Mortgage Officer, I assessed applicant creditworthiness then authorizing or recommending approval of the right product for the customer. During this process, I ensured that customers received the best, holistic financial advice and education to ensure that they were not only comfortable with their repayment plan but also saving for the future. In addition to this, I coached and supported a team of 10 lenders, reviewed business cases for appeals and managed a large portfolio of mortgage clients.Key Achievements:- Supported/coached 30+ staff with lending files- Provided second level approval for 75% of lending files- Achieved 50% increase in approval by writing successful business cases to appeal lending decisions Show less

  • CUSTOMER SUPPORT MANAGER

    Aug 2004 - Feb 2008

  • SENIOR MORTGAGE OFFICER

    Apr 2001 - Aug 2004
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  Vancity Credit Union

  Feb 2008 - Dec 2011

  Business Operations Analyst

  As a Business Operations Analyst my primary responsibility was to identify opportunities for improvement in business models and operations by assessing work processes and performance data/statistics to recommend changes. I also developed new processes and procedures to enhance operations and ensured compliance with regulatory standards. In addition, I worked closely with different departments to ensure alignment across large scaled projects and managed the co-ordination of dependencies.Key Achievements:- Led mortgage research projects and implemented competitive sales campaigns resulting in 20% increased revenues- Enhanced incentive and commission plan for mobile sales team thereby retaining 90% of staff during the recession- Improved payroll process by automating submissions and reducing administration by 50%- Created quarterly surveys to assess operational performance and implemented recommendations to improve efficiencies Show less

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  G&F Financial Group

  Jan 2012 - May 2013

  Manager, Contact Centre

  I was hired by G&F Financial Group to set up and lead their first ever customer Contact Centre. The department was successfully opened within five months of leading the project and entailed implementing telephony and other contact centre technologies, hiring and training staff, managing change as well as creating new policies, procedures and processes. I determined growth and profit strategies for the contact centre once fully operational. In addition to strategy, growth and operational effectiveness work, I also led, coached and motivated 10 team members on building long term, loyal customer relationships and ethical/value based cross-selling techniques.Key Achievements:- Introduced brand new Contact Centre enabling multi-channel contact, growing sales by 30%- Increased branch efficiency by decreasing incoming calls to branch system by 80%- Managed retail banking process optimization projects reducing outdated processes by 40%- Led discovery, testing and implementation of CRM Dynamics technology- Streamlined operations and developed new policies and procedures enabling numerous efficiencies Show less

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  Irish Stock Exchange

  Jun 2013 - Aug 2014

  Market Services Executive

  Initially hired temporarily, I was quickly converted to a full time employee as a Market Services Executive at the Irish Stock Exchange. My role had me work on a “first of its kind” initiative that is now globally practiced. In conjunction with an internal cross-functional project team and other external Stock Exchange collaborators, we researched, designed, tested and implemented a tool for regulating OTC (over the counter) trading. In addition to this, I liaised with stock exchanges across Europe for market listings and trades.Key Achievements:- Implemented a global wide stock exchange initiative, the Legal Entity Identifier (LEI) project successfully within one year- Participated in European conferences to create and align consistent practices across multiple global stock exchanges- Participated in PoC’s to determine the feasibility of new products, services, platforms and software Show less

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  Vancity

  Sept 2014 - Nov 2017

  Senior Business Consultant - Payments

  In my role as a Payments Consultant, I researched, recommended and implemented innovative payment solutions for our customers. I was a key contributor in identifying and evaluating payment technology options followed by making recommendations supported by cost/benefit/risk analysis. I worked with Enterprise and Solution Architects to guide the detailed design of payment services solutions and to identify the impacts of change in payment processes on core banking processes, systems and infrastructure (e.g. customer channel platforms such as Online and Mobile Banking and Credit Cards). Further, I devised the implementation and testing strategies for both small and large scale solutions.Key Achievements:- Led credit card initiative readiness activities for $10MM core banking upgrade project- Successfully implemented $1MM Visa payWave project for Vancity Visa- Increased customer credit card usage 35% by implementing tap & go feature for Visa product- Reduced yearly operating costs by $300K USD through automation of credit card maintenance process- Negotiated lower inventory and project costs between 10-15% by leveraging vendor relationships- Reduced 18,000 incoming calls to Visa contact centre by improving card re-pinning process resulting in a savings of $200K annually Show less

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  ATB Financial

  Nov 2017 - Jan 2021

  As an Agile Coach, I drove buy-in and the implementation of Agile methodologies to deliver value, solve business problems, catalyze team and organizational improvements, promote collaboration and communication, boost ownership and accountability as well as develop team competencies that result in the creation of “sticky, loveable, safe, secure, reliable,” products and services. I also co-created Agile content and facilitated boot-camps and other trainings.Key Achievements:- Coaching teams on identifying dependencies and impediments and how to effectively remove them- Getting team buy-in on using performance metrics as a tool for continuous improvement - Assisting teams to define and implement Operational Readiness and Release Management processes - Increasing backlog health from one Sprint to three Sprints ready- Reducing # of defects per Sprint by 75%- Reducing # of bugs per Sprint by 50%- Stabilizing velocity and Agile practice adoption in less than three months - Enabling Product Owners and Scrum Masters with Agile tools and skills to effectively lead their teams to success- Leading numerous Agile boot-camps for groups ranging from 15 to 30 team members Show less During my time as a Delivery Lead, I guided, coached and motivated Digital teams on Scrum and Kanban principles for continuous improvement. In addition to removing any impediments to progress and facilitating Scrum ceremonies, I also shielded teams from any outside factors that could impact meeting Sprint goals and commitments. My role also largely consisted of improving transparency, creating and maintaining information radiators using visual aids and relevant metrics, enabling cross-team coordination and managing dependencies.Key Achievements:- Implemented consistent, on time monthly releases for Legacy Banking platform teams resulting in improved system performance and end user experience for our customers by 35% in less than one year- Managed $3MM sustainment resourcing budget with no overruns- Came in under budget by $200K on Legacy Sustainment initiatives - Trained new team members and transitioned teams to Agile framework with Scrum to enhance team skill levels- Coached team to estimate all stories and bugs going from 30% to 100% Sprint ready within 3 iterations Show less My role as an Agile Business Analyst saw me liaising between the Business and Agile development teams to translate customer needs into technical requirements and vice versa. I assisted the Product Owner in understanding scope and requirements that were later converted into thorough and well written acceptance criteria. I also created current state workflows, analyzed gaps and turned them into future state flows after addressing any areas of improvement to increase efficiencies. As a Data Business Analyst, I was tasked with balancing solutions using data and analytics with intrinsic customer value.Key Achievements:- Ensured research, analysis and development of findings were completed and documented for six separate initiatives- Managed and coordinated initiatives, gathered and documented business requirements and process flows for 15 different end to end processes, aligned internal and external resources and recommended solutions to business units- Analyzed the impact of proposed changes on existing processes using data analytics- Served as subject matter expert when liaising with third party vendors to develop new products, services and systems- Created self service modalities for business units to increase efficiencies e.g. Tableau Reporting Show less

  • Agile Coach – Technology, Innovation and Engineering (TIE)

    Sept 2019 - Jan 2021

  • Delivery Manager/Scrum Master – Digital

    May 2018 - Sept 2019

  • Agile Business Analyst – Data (Contract through SI Systems)

    Nov 2017 - May 2018
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  Deloitte

  Jan 2021 - Dec 2023

  Guided the successful implementation of large-scale transformations across various clients' and business functions, ensuring seamless adoption of Agile frameworks and Product constructs. My involvement extended to assisting in the development of delivery and interaction models as well as actively leading and participating in crucial requirements gathering and design sessions. I also equipped Agile teams and delivery leadership with the necessary tools for effective execution through the facilitation of workshops and training sessions. Show less

  • Manager - Business Agility

    Aug 2022 - Dec 2023

  • Senior Consultant

    Jan 2021 - Aug 2022
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  Questrade Financial Group

  Sept 2024 - now

  Enterprise Agile Coach