Part of the change management team, handling various business readiness responsibilities on two projects (one confidential, the other related to portal/platform and API launch.) Business Readiness:
●Stakeholder engagement, contingency planning, manual workarounds, hypercare, and general gap-filling. Training
●Planning, development, and delivery, stakeholder engagement, and post-implementation support.

VP - Technology Operations Risk Training Process and Design

Through communication and collaboration, the Business Readiness team was created to foster trust and buy-in from stakeholders and end users with a view to ensuring that the business is ready for major change. I lead a global team (UK, Canada, India, US) of Training Specialists, Process Analysts, and Documentation Specialists and was personally involved in all aspects of Business Readiness, including:
●Stakeholder/RACI identification and engagement
●Advising stakeholders and senior management on people and process change impact and potential remedies across the concept, planning, execution, and benefits realization phases. This includes making business cases to senior management.
●Collaborating with cross-functional stakeholders including project and product managers, process analysts, SMEs, UAT and change managers, as well as stakeholders across multiple teams and geographies to perform training needs analysis and ensure training gaps are closed prior to launch. Assisting with commu

In addition to product and new hire training, acted as a change agent in areas of onboarding, operational change impact for product releases, and reducing silos / increasing cross-unit collaboration. Examples:
●Identified significant underperformances in new hire onboarding within our business unit. Advised VP of Operations on the gap, and then designed, developed, and implemented a detailed, scalable, new hire onboarding plan for Montreal Operations.
●Identified communications and knowledge gaps between the product and operational teams related to understanding change impacts. Created and implemented a change impact template to better understand and communicate the specific change for each team and system. This template became the springboard of a multi-department business readiness process and contributed to my next promotion at Paysafe.

Hired post M&A to facilitate alignment between our US, Canadian, and UK payment processing division by:
●Creating and delivering a new-hire training program for Canada and UK, as well cross training, and process improvement.
●Handling workforce capacity planning and FTE forecasting across Montreal and UK Operations teams.

Working remotely from Montreal, Canada, I am completely set up and accustomed to working for US-based clients. US-domiciled deposit account, USD billing, IRS tax ID (EIN), W-8-BEN-E, E&O insured.
●Within a month of joining, Identified significant product, business model, and strategy gaps that threatened the viability of our core product. Advised that we could potentially close some of these gaps by shifting from the original crowdsourcing model to one where we paid qualified teachers to design specific instructional content for us. The result was a huge pivot for the company, and as of 2020, they have moved entirely away from crowdsourcing and have reinvented themselves as a viable instructional design firm.
●Designed, developed, and prepared workshops / professional development on differentiating instruction, digital lesson creation, and the Learning Bird app at various conferences and in webinars.

Clients: Industry Canada, Service Canada, Health Canada

Clients: Canada Public Service Agency, Indian and Northern Affairs Canada, Public Works and Government Service Canada, Shared Services Canada, Elections Canada.