Nigel Roberts

Experience

• 

  CIBC

  Nov 2005 - Aug 2018

  • Process Improvement and Innovation• Focus on team building, Effective communication and Respect• Emphasis on Employee empowerment and engagement• Focus on Cross training, Learning and development within the team• Improved process efficiency and better balance the overall workload resulting in higher quality output• Streamlined the Intake process for Application Development requests for Application Operations • Operating as the Technical Lead as the subject matter expert with a focus on innovation and process automation• Implemented process automations • Provide technical advice and training to other technical support staff on unresolved complex and routine application issues• Develop technical documentation for training, application use, user procedures and project deliverables

  • Sr. Manager - Application Operations, Cheque Processing

    Nov 2016 - Aug 2018

  • Production Application Support Specialist

    Nov 2005 - Nov 2016
• 

  IBM

  Sept 2018 - May 2020

  Advisory Delivery Program Leader

  Developed a culture where employee engagement is high by recognizing and supporting employee initiatives and development, promoting team values, mutual responsibility and rewarding performance excellence.- Liaison between Technology, Governance and the Businesso Proactively implemented service stabilization plans that included development, documentation, additional training sessions as well as an active interlock with the business. Received a Service Excellence Award.- Project Managemento Initiated a Change management implementation process to improve Change quality, employee utilization and reduce impact to the business. Received a Manager Choice Award.- Incident, Problem and Change Managemento Effectively reduced Incident ticket volume by 50% through continuous improvement solutions driven through Problem and Change management.- Roadmap Planningo Designed a Project forecast report and partnered with the Project Management Office to generate a bi-weekly report to provide status updates and enabled more accurate resource planning.- Monitoring, Performance and Capacity Managemento Analyzed Incident ticket data to track trends and implement custom monitoring solutions to avoid high severity incidents.o Collaborated with the Business to identify gaps in processing windows and added alerts, modify job execution times and allocated additional resources to accommodate peak volume periods.- Vendor Relationship Managemento Established an offshore improvement plan by developing a skills matrix and assessment program to increase their productivity and improve MTTR.o Collaborated with the Service Desk to institute weekly interlocks to identify areas of opportunity between the Level 1 and 2 analysts to improve ticket quality and improve ticket resolution time. Show less

• 

  CIBC Mellon

  May 2020 - Nov 2022

  o Lead the development of the IT support strategy by understanding business processes, policies, information, and information systemso Create strategic project initiatives which have increased company productivity and streamlined the client onboarding processo Develop and maintain professional relationships to effectively manage vendors and service providers o Analyze processes to develop and implement sustainable solutions that enhance Client offeringso Conduct effective strategic planning and create solutions that incorporate specific technology challenges relevant to Financial Institutions Show less

  • Director

    Apr 2022 - Nov 2022

  • Manager

    May 2020 - Apr 2022
• 

  Peoples Group

  Nov 2022 - now

  AVP IT Service Management