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Vice President of Loyalty Operations Resume Example

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VICE PRESIDENT OF LOYALTY OPERATIONS
Executive Profile
An accomplished Executive with vision and leadership in the loyalty and financial industries; specializing in product development and loyalty reward program management and member support. Results oriented with the exceptional ability to analyze markets, programs and products to formulate and implement effective and highly competitive solutions supporting business growth and customer retention. Proven ability to effectively manage and empower staff. Extensive experience in the United States, Canada and the Caribbean.
Leadership Competencies
  • Vision and Strategy
  • Experienced Leadership
  • Managerial Effectiveness
  • Execution Excellence
  • Operational Excellence
  • Service Excellence
Accomplishments
  • Instrumental in the implementation of loyalty programs for several large national brands in the retail, telecom and financial services industries.
  • Envisioned, strategized and launched a full service Contact Center and Loyalty Fulfillment Department.
  • Increased Contact Center revenue by 15%.
  • Increased Fulfillment revenue seven-fold over 3 years.
  • Decreased Fulfillment expenses by 300% during this same period.
  • Successful launch of highly competitive Consumer and Business credit card products and reward programs in Canada, the United States and the Caribbean.
  • Business sponsor and lead in the conversion of credit card processing platforms in 11 Caribbean countries to an external platform and setting the foundation for loyalty program enhancements.
  • Directed the successful and fully compliant implementation of several phases of major regulatory changes to the credit and debit card portfolios in the U.S.; including full re-pricing of the portfolio to decrease financial impact from these regulatory constraints.
Experience
Vice President of Loyalty Operations
October 2012 to CurrentKobie Marketing Inc. － St. Petersburg, FL
  • Directly oversee Loyalty Operations Team, including the Project Management Office and supporting team of Project Managers, Business Analysts, Operations Managers, and Quality Assurance members responsible for implementations and day-to-day management for multiple national and international clients.
  • Directly oversee day-to-day Loyalty Operations including Contact Center support (Tier 1 and Tier 2), Rewards Fulfillment and Vendor Management, ensuring quality service and support within defined service levels.
  • Primary Responsibilities include building cohesive and effective teams through visionary leadership, motivation and experienced direction.
  • Continually evolve and enhance existing processes and protocols to remain visionary and effectual.
Director, International Card Strategies
March 2009 to September 2012RBC Royal Bank － Toronto, ON
  • Accountable for card strategies, product contsruct and loyalty program development for international credit card portfolios with concentration against portfolios in the United States and 19 countries in the Caribbean.
  • Business lead responsible for competitive, market and industry analysis to formulate initiatives, marketing activities and projects which enhance performance against competitors.
  • Accountable to ensure projects and initiatives are aligned and positioned to deliver against business goals and plan objectives.
Senior Manager, Vendor Management and Financial Operations
April 2001 to March 2009RBC ROYAL BANK － Toronto, ON
  • Accountable for card strategies, product construct and loyalty program development for international credit card portfolios with concentration against portfolios in the United States and 19 countries in the Caribbean.
  • Business lead responsible for competitive, market and industry assessment of card products and loyalty reward programs to formulate initiatives, marketing activities and projects which enhance business performance.
  • Accountable to ensure projects and initiatives are aligned and positioned to deliver against business goals and objectives.
  • Accountable for the assessment and progress of a scorecard relative to product and loyalty program development.
Multiple Positions
November 1980 to April 2001RBC ROYAL BANK － Toronto, ONA career encompassing many facets of the Financial Services industry including International Banking, Branch Manager, Policies & Procedures, Consulting, Procurement, Card Issuing and Acquiring, and Project Implementation.
Education
Masters Business Administration, 2009Athabasca University － Athabasca, AB, Canada
Graduate Diploma in Management : 2007Athabasca University － Athabasca, AB, Canada
Entrepenurial LeadershipInstitute for Management Studies
Project Management Strategic Project Management Inc.
CommunicationsRyerson University － Toronto, ON, Canada
Skills
  • Project Management & Quality Assurance
  • Contact Center Management and Member Support 
  • Loyalty Fulfillment Services 
  • Vendor and Partner Management
  • Business Strategies
  • Financial Operations
  • Policies and Procedures
  • Service Level Agreements
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Resume Overview

Companies Worked For:

  • Kobie Marketing Inc.
  • RBC Royal Bank
  • RBC ROYAL BANK

School Attended

  • Athabasca University
  • Institute for Management Studies
  • Strategic Project Management Inc.
  • Ryerson University

Job Titles Held:

  • Vice President of Loyalty Operations
  • Director, International Card Strategies
  • Senior Manager, Vendor Management and Financial Operations
  • Multiple Positions

Degrees

  • Masters Business Administration , 2009
    Graduate Diploma in Management : 2007
    Entrepenurial Leadership
    Project Management
    Communications

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