Alliances & Partnerships

Loyalty & Rewards Programmes;  Strategic Alliances & Co-operative Models

Channels

Agents & Merchants;  ATMs;  Branches & Stores;  Contact Centres;  External Services;  Internet Channels;  Mobile Device Channels

Commercial/Retail Products & Services

Cards;  Credit Products;  Customer Incentives;  Deposits;  Insurance;  Investments;  Mobile Wallets & Money;  Payments

Data

Data Analytics;  Data Governance;  Data Life Cycle;  Data Privacy

Digital Adoption

Digital Proficiency Support;  Digital Uptake Marketing;  Digital User Experience

Enterprise IT

APIs;  Core IT Systems;  Disaster Recovery Planning;  IT Architecture;  IT Governance;  IT System Lifecycle;  Legacy Technology Transition;  Technology Licence Management;  Technology Outsourcing

I realize all this will be replaced by different text, but I thought I’d start with something.

Banking – Global Top 50 – Scotiabank, RBC, BMO, TD

  • Streamlined a portfolio of +30 risk management projects for digital transformation to automate Scotia’s retail lending methodology and reviews for retail credit origination, adjudication and fraud.
  • Managed Sales Leads Development program to create new programs and offers relating to lines of credit, credit cards, mortgages and investment products to BMO Online & Mobile Banking customers
  • Oversaw Sales Leads Management Program to provide the right offer to the right customer through their channel of choice (PC based internet, ATM, mobile phone and tablet)
  • Managed a Program of 25 related projects to create a real-time, common customer focused, multi-product account opening process for all digital channels and a complimentary sales capability to sell / up-sell / cross-sell products for retail banking, insurance and investment management at TD.
  • Developed a complete enterprise Service Catalogue for RBC’s Investment division to ensure efficient IT Service delivery in compliance with Service Level Agreements (SLA’s) complete with supporting Operational Level Agreements (OLA’s) and Underpinning Contracts (UC’s).

Mutual Funds & Insurance – IA Clarington

  • Managing the Insurance, Financial, and Compliance workstreams for the M&A integration of a mutual fund dealer into an insurance group subsidiary. Project’s scope included co-ordinating with the regulator to enable insurance salespeople to offer registered mutual fund products

Ross Graham is a senior consulting management professional with 20+ years of project and program experience. Ross’ experience with digital transformation started in 2000, with AT&T, managing a variety of projects across Canada relating to the development of an online Geographic Information System (GIS) solution for data-warehousing the telco’s mobile and land line locational data. Ross was the program lead for the retail digital transformation at two major Canadian banks (Bank of Montreal and TD/Canada Trust) and has worked on pivotal digital projects for Scotiabank, International Division.

At Bank of Montreal/Harris Bank (BMO), between 2005-2008, Ross managed the transformation of all banking products to a seamless digital delivery of customer experience while complying to the regulations of both Canada and the USA, across two different platforms. This was highly complex as it included mobile securities trading in an international context as well as creating, testing and deploying an integrated digital TCP/IP based solution for transacting with the U.S. Federal Reserve Bank, external corporate bank clients and the bank’s own core mainframe systems. Ross also managed all levels of testing and disaster recovery for this program.

TD/Canada Trust (2009-2011), leveraged Ross’ previous digital transformation experience and made him responsible for the successful planning, initiation, resourcing, budgeting, scheduling & execution of a portfolio of 25 related projects through which this large, multinational Canadian bank moved all of their retail banking products onto a digital internet and mobile platform. The bank used this opportunity to create a real-time, common customer focused, multi-product account opening process for the various online channels as well as an online sales capability that can be reused and leveraged to sell / up-sell / cross-sell products, across several lines of business and channels of delivery. This program integrated retail Internet banking, investment management, and insurance products into an efficient internet and mobile digital delivery system.

A few years later (2013), Ross was re-engaged by BMO to manage another group of digital transformation programs. The Sales Leads Management Program was a strategic business program to provide the right offer to the right customer through their channel of choice (PC-based internet, ATM, mobile phone and tablet) to maximize both customer experience and profitability. He also managed the project to create an enhanced analytical capability to use new data sources to identify customer needs and drive targeted service suggestions and product offers to customers across all channels. A second related program, Sales Leads Development, delivered new programs and offers relating to lines of credit, mortgages, credit cards, and specialized tax deferring investment products to Online Banking & Mobile Banking customers. Ross was also the program manager for a major online product and service upgrade to extend the cross-account transfers capabilities within the Online/Mobile Banking channels by allowing cross-currency transfers as self-serve, real-time transactions. This directly enhanced the customer experience and expanded business by offering personal and business customers with BMO Deposit accounts the ability to transfer funds seamlessly between their CAD and USD denominated accounts and make payments in either currency or country (USA/Canada) to other BMO customers through the Online/Mobile Banking channel.

At Scotiabank, International Division (2013-2016), Ross was Program manager for a wide range of digital product and process initiatives. As Senior Program Manager, Mobile Wallet, for English Caribbean and Latin America, Ross collaborated on the development of a Mobile Near Field Communication Payments strategy for Mobile Wallets, to allow customers to pay using Visa payWave, MasterCard PayPass or Interac Flash at a contactless NFC terminal. In the same program, he managed the business development of the “My Mobile Wallet” integrated banking and payment app, as well as the development of the Business Model Canvas (business modelling tool) for mobile wallet in Peru and Haiti. In the role of Senior Program Manager, Alliances, Ross worked within a small team of experts to document and deliver the Operating Model and set of process flows for International Business Alliances.

Following years of multiple mergers and acquisitions and budgetary constraints, Scotiabank International had no single overall methodology across more than 30 countries for retail credit origination, adjudication and fraud reviews with the vast majority still requiring a static paper based/manual review process. As Program Delivery Director, Global Risk Management, Ross streamlined a portfolio of 30+ projects for digital transformation to automate this process in each country, while building agreement and engagement with the management in each market. The success of this program improved the accuracy and timeliness of the customer experience and improved approval rates. For the bank, it reduced fraud and resulted in controllable, predictable costs and reporting.

Ross also brings deep knowledge of the challenges and rewards of well managed vendor relationships and strategic alliances from the bank position. He designed and implemented a complete enterprise Service Catalogue for Royal Bank of Canada’s Investment division to ensure efficient IT Service delivery in compliance with Service Level Agreements (SLA’s) complete with supporting Operational Level Agreements (OLA’s) and Underpinning Contracts (UC’s).

Beyond the bank side of digital financial transformation, Ross has lead the implementation of digital Point of Sale systems and digital inventory control and reorder systems for retail leaders, including an Ontario beverage retailer with $2.5-billion in revenue annually.

Enterprise Management & Operational Processes

Business Continuity Planning;  Change Management;  Communications & Content Strategy;  Process Optimization;  Programme/Project Management;  Sales & Service;  Shared Services;  Supply Chain Optimization

Innovative Products & Technologies 

Cloud Services;  Offline Digital Products

Mergers, Acquisitions & Integration

Channel Integration;  Customer Retention;  Product Integration;  Technology Integration

Risk & Compliance

AML, CFT, KYC;  Compliance Technology;  Credit Risk;  Fraud & Security;  Identity & Authentication;  Monitoring & Reporting;  Risk Management

Teaching & Training

1-5 Day Intensives;  Individual or Small Group Coaching;  Manuals & Toolkits;  On-line Help Programmes;  Round Tables;  Seminars

I realize all this will be replaced by different text, but I thought I’d start with something.

Banking – Global Top 50 – Scotiabank, RBC, BMO, TD

  • Streamlined a portfolio of +30 risk management projects for digital transformation to automate Scotia’s retail lending methodology and reviews for retail credit origination, adjudication and fraud.
  • Managed Sales Leads Development program to create new programs and offers relating to lines of credit, credit cards, mortgages and investment products to BMO Online & Mobile Banking customers
  • Oversaw Sales Leads Management Program to provide the right offer to the right customer through their channel of choice (PC based internet, ATM, mobile phone and tablet)
  • Managed a Program of 25 related projects to create a real-time, common customer focused, multi-product account opening process for all digital channels and a complimentary sales capability to sell / up-sell / cross-sell products for retail banking, insurance and investment management at TD.
  • Developed a complete enterprise Service Catalogue for RBC’s Investment division to ensure efficient IT Service delivery in compliance with Service Level Agreements (SLA’s) complete with supporting Operational Level Agreements (OLA’s) and Underpinning Contracts (UC’s).

Mutual Funds & Insurance – IA Clarington

  • Managing the Insurance, Financial, and Compliance workstreams for the M&A integration of a mutual fund dealer into an insurance group subsidiary. Project’s scope included co-ordinating with the regulator to enable insurance salespeople to offer registered mutual fund products

Ross Graham is a senior consulting management professional with 20+ years of project and program experience. Ross’ experience with digital transformation started in 2000, with AT&T, managing a variety of projects across Canada relating to the development of an online Geographic Information System (GIS) solution for data-warehousing the telco’s mobile and land line locational data. Ross was the program lead for the retail digital transformation at two major Canadian banks (Bank of Montreal and TD/Canada Trust) and has worked on pivotal digital projects for Scotiabank, International Division.

At Bank of Montreal/Harris Bank (BMO), between 2005-2008, Ross managed the transformation of all banking products to a seamless digital delivery of customer experience while complying to the regulations of both Canada and the USA, across two different platforms. This was highly complex as it included mobile securities trading in an international context as well as creating, testing and deploying an integrated digital TCP/IP based solution for transacting with the U.S. Federal Reserve Bank, external corporate bank clients and the bank’s own core mainframe systems. Ross also managed all levels of testing and disaster recovery for this program.

TD/Canada Trust (2009-2011), leveraged Ross’ previous digital transformation experience and made him responsible for the successful planning, initiation, resourcing, budgeting, scheduling & execution of a portfolio of 25 related projects through which this large, multinational Canadian bank moved all of their retail banking products onto a digital internet and mobile platform. The bank used this opportunity to create a real-time, common customer focused, multi-product account opening process for the various online channels as well as an online sales capability that can be reused and leveraged to sell / up-sell / cross-sell products, across several lines of business and channels of delivery. This program integrated retail Internet banking, investment management, and insurance products into an efficient internet and mobile digital delivery system.

A few years later (2013), Ross was re-engaged by BMO to manage another group of digital transformation programs. The Sales Leads Management Program was a strategic business program to provide the right offer to the right customer through their channel of choice (PC-based internet, ATM, mobile phone and tablet) to maximize both customer experience and profitability. He also managed the project to create an enhanced analytical capability to use new data sources to identify customer needs and drive targeted service suggestions and product offers to customers across all channels. A second related program, Sales Leads Development, delivered new programs and offers relating to lines of credit, mortgages, credit cards, and specialized tax deferring investment products to Online Banking & Mobile Banking customers. Ross was also the program manager for a major online product and service upgrade to extend the cross-account transfers capabilities within the Online/Mobile Banking channels by allowing cross-currency transfers as self-serve, real-time transactions. This directly enhanced the customer experience and expanded business by offering personal and business customers with BMO Deposit accounts the ability to transfer funds seamlessly between their CAD and USD denominated accounts and make payments in either currency or country (USA/Canada) to other BMO customers through the Online/Mobile Banking channel.

At Scotiabank, International Division (2013-2016), Ross was Program manager for a wide range of digital product and process initiatives. As Senior Program Manager, Mobile Wallet, for English Caribbean and Latin America, Ross collaborated on the development of a Mobile Near Field Communication Payments strategy for Mobile Wallets, to allow customers to pay using Visa payWave, MasterCard PayPass or Interac Flash at a contactless NFC terminal. In the same program, he managed the business development of the “My Mobile Wallet” integrated banking and payment app, as well as the development of the Business Model Canvas (business modelling tool) for mobile wallet in Peru and Haiti. In the role of Senior Program Manager, Alliances, Ross worked within a small team of experts to document and deliver the Operating Model and set of process flows for International Business Alliances.

Following years of multiple mergers and acquisitions and budgetary constraints, Scotiabank International had no single overall methodology across more than 30 countries for retail credit origination, adjudication and fraud reviews with the vast majority still requiring a static paper based/manual review process. As Program Delivery Director, Global Risk Management, Ross streamlined a portfolio of 30+ projects for digital transformation to automate this process in each country, while building agreement and engagement with the management in each market. The success of this program improved the accuracy and timeliness of the customer experience and improved approval rates. For the bank, it reduced fraud and resulted in controllable, predictable costs and reporting.

Ross also brings deep knowledge of the challenges and rewards of well managed vendor relationships and strategic alliances from the bank position. He designed and implemented a complete enterprise Service Catalogue for Royal Bank of Canada’s Investment division to ensure efficient IT Service delivery in compliance with Service Level Agreements (SLA’s) complete with supporting Operational Level Agreements (OLA’s) and Underpinning Contracts (UC’s).

Beyond the bank side of digital financial transformation, Ross has lead the implementation of digital Point of Sale systems and digital inventory control and reorder systems for retail leaders, including an Ontario beverage retailer with $2.5-billion in revenue annually.

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