Jelena Pleša

Experience

• 

  J&R Surveys Ltd.

  Aug 1998 - now

  Board Member
• 

  TD

  Jul 2006 - Feb 2016

  A relationship-savvy Manager with a strong business background, I lead implementation of the strategic Small Business projects and initiatives that align to the Credit Services key performance indicators and the overall business strategies of Operations and Technology. Delivers support through various change management, technology and lean process improvement activities with a primary focus on providing exceptional service to partners and help them drive customer loyalty, positive employee experience and deliver compelling value to Small Business customers.Expert at connecting with people, influencing decisions, collaborating and negotiating. Well respected as a team player and mentor. Show less Key Deliverables:• I was an instrumental contributor to the System Implementation Project with applicable process changes in three cross-functional Banking Services Units. By implementing this project, the employee experience and efficiency were improved by the automation of the process and elimination of handoffs and human errors. • I have designed training materials for BKS and co-facilitated training, and created standard operating procedures and manuals. • Build and maintain effective relationships with Units’ subject matter experts, Operational Risk, technology partners and the project team with the aim of ensuring the project implementation success. Show less Key Deliverables:• Played an instrumental role in creating two specialized teams within the Creekside BKS SBB, to overcome the knowledge gap and to lean out the process. Assisted in creating training materials, manual and standard operating procedures to achieve standardization across impacted business. • I was a voice of Banking Services, Small Business Banking at quarterly retail sales conferences. • Influenced and motivated direct reports to prepare and action personal development plan and to actively participate in regular coaching. Strong focus on talent development resulted in 40% of the team being promoted. • Acted as a SME on various Business Banking lean six sigma and operational initiatives, and a champion for Lean and Organizational Change Management within the Banking Services business.• Took a leadership role in introducing a Mentorship program for Creekside Banking Services and continuously mentoring a group of 2-5 people. Show less

  • Business Process Manager, Credit Operation Support Group

    Mar 2010 - Feb 2016

  • Business Analyst, Business Banking, Credit Operation Support Group

    Aug 2009 - Mar 2010

  • Team Manager, Credit Admin Services, SBB

    Jul 2006 - Aug 2009