Gordon MacDonald, CFE

Experience

• 

  Scotiabank

  Jan 1996 - Jan 2001

  Assistant Team Lead
• 

  RBC

  Jan 2001 - Jan 2007

  Manager Client Care 2005 – 2007Burnside Branch, Dartmouth, NS Managed a front-line service team with 8 direct reports to deliver an enhanced customer experience while developing associates to maximize opportunity-spotting and exceed sales goals ensuring a high level of employee capability and engagement through focused sales and service management routines Assistant Branch Compliance Officer in charge of mutual fund compliance and ensured regulatory/industry codes and compliance were maintained Protected shareholder interest by effectively managing risk for cash operations, expenses, Management Internal Controls Review (MICR), and enforcing strict privacy guidelinesAccomplishments:◦ Atlantic Region Credit Protection Sales Champion (Mortgage Specialist, 2009-2010)◦ Top RBC Insurance Sales Results and Region Record (Insurance Advisor, 2008)◦ Region Gold Champion as recognized by senior management, peers and clients (Manager Client Care, 2006)◦ Top Ranked Branch for Morale (Manager Client Care, 2006)◦ Top Ranked Branch for Customer Experience, Sales, Compliance and Operations (Manager Client Care, 2006-2007◦ Consistently exceeded the Banks’ expectations in achieving an aggressive sales target (Senior Account Manager 2002-2005) Show less Senior Account Manager 2001 – 2005Clayton Park Branch, Halifax, NS Anchored relationships with most profitable clients for retention and growth of individual retail clients with investment and borrowing account relationships and provided financial planning advice Developed Centers of Influence to generate referral business and create reciprocal business opportunities Managed complex credit situations and acted as a “1-up” for advice to colleagues Delivered financial planning advice on term deposits, money markets, mutual funds and money management portfolios Identified and referred complex financial planning needs and commercial bankingAccomplishments:◦ Atlantic Region Credit Protection Sales Champion (Mortgage Specialist, 2009-2010)◦ Top RBC Insurance Sales Results and Region Record (Insurance Advisor, 2008)◦ Region Gold Champion as recognized by senior management, peers and clients (Manager Client Care, 2006)◦ Top Ranked Branch for Morale (Manager Client Care, 2006)◦ Top Ranked Branch for Customer Experience, Sales, Compliance and Operations (Manager Client Care, 2006-2007◦ Consistently exceeded the Banks’ expectations in achieving an aggressive sales target (Senior Account Manager 2002-2005) Show less

  • Manager Client Care

    Jan 2005 - Jan 2007

  • Senior Account Manager

    Jan 2001 - Jan 2005
• 

  RBC Insurance

  Jan 2008 - Jan 2009

  Insurance Advisor

  Insurance Advisor, RBC Insurance 2008 –2009Dartmouth, NS Advised and sold insurance products such as property, casualty and travel insurance to new and existing clientsAssisted with branch business growth goals and revenue targets while supporting retention of existing clients Acted as a support officer for the branch in the areas of training, coaching and development of team members Developed, implemented and managed sales campaigns to exceed sales results (in branch and Eastern Region)Accomplishments:◦ Atlantic Region Credit Protection Sales Champion (Mortgage Specialist, 2009-2010)◦ Top RBC Insurance Sales Results and Region Record (Insurance Advisor, 2008)◦ Region Gold Champion as recognized by senior management, peers and clients (Manager Client Care, 2006)◦ Top Ranked Branch for Morale (Manager Client Care, 2006)◦ Top Ranked Branch for Customer Experience, Sales, Compliance and Operations (Manager Client Care, 2006-2007◦ Consistently exceeded the Banks’ expectations in achieving an aggressive sales target (Senior Account Manager 2002-2005) Show less

• 

  RBC

  Jan 2009 - Jan 2010

  Mortgage Specialist

  Mobile Mortgage Specialist 2009 – 2010Tacoma Branch, Dartmouth, NS In this commission-based position, acquired clients and accelerated revenue growth through the sale of mortgage products and creditor insurance while anchoring clients back to branch networksExercised due diligence in completing credit applications and collecting proper verification documentation with emphasis on data and application integrity, anti-money laundering, privacy and fraud mitigation Planned and implemented branch campaigns and provided coaching on mortgage solutions and referralsAccomplishments:◦ Atlantic Region Credit Protection Sales Champion (Mortgage Specialist, 2009-2010)◦ Top RBC Insurance Sales Results and Region Record (Insurance Advisor, 2008)◦ Region Gold Champion as recognized by senior management, peers and clients (Manager Client Care, 2006)◦ Top Ranked Branch for Morale (Manager Client Care, 2006)◦ Top Ranked Branch for Customer Experience, Sales, Compliance and Operations (Manager Client Care, 2006-2007◦ Consistently exceeded the Banks’ expectations in achieving an aggressive sales target (Senior Account Manager 2002-2005) Show less

• 

  TD

  Jan 2010 - Jan 2012

  Manager Financial Services

  Manager Financial ServicesClayton Park Branch, Halifax, NS Lead, coach and develop the team including Financial Advisors, Financial Services Representatives and Customer Relations Coordinators to deliver on branch business objectives by meeting or exceeding individual sales goals, operational requirements and customer experience initiatives with key metrics specific to the financial industry Monitor and ensure employees are knowledgeable of and comply with Bank and industry codes of conduct and with securities laws and regulations Apply TD standards and framework to develop and manage the team recognizing employees successes and accomplishmentsAccomplishments:◦ Top quartile ranking in Customer Experience Index (CEI) with highest Sales CEI in Atlantic Region◦ Top quartile ranking in branch sales results and Advisor Tools used with clients (key measures)◦ Top quartile ranking in documented coaching sessions completed (applying performance management process to support personal and performance development) Show less

• 

  Emera Inc.

  Jan 2012 - Jan 2018

  My role as a Fraud Specialist in Emera's Corporate Security Department involves me working with our customer facing departments to detect, prevent and report incidents of fraud through misrepresentation, ID theft and credit card fraud. I am part of a security team that not only investigates these incidents, but also investigates internal/external cases of theft, meter tampering, asset protection, executive protection and business continuity. As a Fraud Specialist I report on my findings and recommend opportunities for improvement to help reduce instances of fraud. Show less Assistant Manager, Revenue Receivables and Control1H, Lower Water Street Lead, coach and develop a team of 13 direct reports including Revenue Specialists (9 + 1 Term) and Revenue and Control Analysts (3) in a non-client facing department with significant client impact in the areas of accurate and timely billing/payments, CIS controls and Rates Signing authority/accountability for all rates as entered in NSP data base to maintain accuracy of rate table as ordered by the UARB and the revenues we receive Partner with groups from Meter and Inspection Services, Accounts Payable, Legal, Regulatory, Customer Care, Procurement, IT and Corporate Security to facilitate or participate in interdepartmental projectsAccomplishments:◦ Successful Rate Case Implementation (2012-2013)◦ Employee Opinion Survey among highest results in the organization (2012)◦ Change agent – seating, computers, phones, leadership, morale, teamwork◦ Nominated and accepted to the Employee Council (2012-2014)◦ 24Hr Safety AMP Nominee (2013) and Commercial Customer Experience AMP Nominee (2013) – The winner of this award was someone from my team Show less

  • Fraud Specialist

    Jan 2013 - Jan 2018

  • Assistant Manager, Revenue Receivables and Control

    Jan 2012 - Jan 2013
• 

  RBC

  Nov 2018 - Jul 2019

  Anti Money Laundering Investigator

  • Plan, conduct and complete risk-based investigations by gathering information/intelligence from all available sources, in order to determine whether sufficient suspicion of money laundering, financing of terrorism or other criminal activities exists. • Determine, by guidance from sanctions and regulations if there’s justification to make a report to the relevant Regulatory Authority for the purpose of complying with legislative/regulatory requirements, and mitigating risk to RBC• Prepare relevant reports as required including documentation in support of any action proposed based on the results of investigations• Maintain accurate, contemporaneous records of all investigative actions and decisions taken, ensuring that all material and information obtained is treated in accordance with legal and regulatory requirements Show less

• 

  East Coast Credit Union

  Jul 2019 - now

  Senior Manager, Risk and Compliance

  • Responsible for Enterprise Risk Management and ensuring compliance with Credit Union policies and regulatory requirements reporting while also acting as the Chief Anti Money Laundering Officer (CAMLO), Privacy Officer and Business Continuity Plan Coordinator• Lead, coach and develop a team of Risk and Compliance Officers and oversee the activities of both direct and indirect reports in a back-office role• Third Party liaison for external auditors, regulators, and system partners• Leader in many strategic initiatives involving system upgrades and launches, reporting, procedure development• Championing innovation and process modernization while acting as the Performance Management Team Lead for the Digital Innovation Project• Collaborative and team oriented with experience interacting across all levels of the organization providing support, leadership, and guidance Show less