Downloadable resume of Cindy Moskalyk for Senior Project Manager/Program Manager, located in Toronto, Canada.

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C I N D Y M O S K A L Y K
C I N D Y K M O S K A L Y K @ G M A I L . C O M ( 6 4 7 ) 9 7 0 - 9 6 6 2 W W W . L I N K E D I N . C O M / I N / C I N D Y M O S K A L Y K
S E N I O R P R O J E C T M A N A G E R / P R O G R A M M A N A G E R S U M M A R Y
Distinguished 6+ year career managing implementation and support of medium to large-scale strategic initiatives
of significant value (<$5M), complexity, and risk within financial services industry.
15+ years of management experience at HSBC Bank Canada and Scotiabank, with in-depth knowledge of
personal and commercial banking. Successive career progression with increasing roles of responsibility.
Proven ability to execute business strategy by consistently delivering programs designed to increase productivity
and reduce costs, both directly as Project Manager and also as Program Manager, leading project teams.
Repeatedly awarded for customer service excellence and creative innovation. Recognized by stakeholders as
strong leader who demonstrates integrity and uses collaborative approach and motivation skills to effectively build
teams and manage relationships for success.
Key Skills:
 Project Management  Change Management  Management/Leadership
 Communications  Relationship Management  Risk Management
 Program Management  Process Improvement  Business Consulting
P R O F E S S I O N A L E X P E R I E N C E
Assistant Vice President of Strategic Programs, Commercial Banking 2010 – 2013
HSBC BANK CANADA, Toronto
Directed and coordinated activities of project teams for successful initiation, planning, and execution of complex
and large-scale programs that spanned across multiple job functions and lines of business.
 Strengthened quality of client records by managing $2M budget for Anti-Money Laundering (AML) program
that included offshoring of data processing, gap analysis of high-risk files, and data upload.
 Reduced project costs by $700K and timeline by 1 year; identified external vendor meeting business
requirements of collecting Know Your Customer (KYC) information and complying with external regulators.
 Managed time-sensitive Post-Account Opening project that resolved backlog of 6K files; completed 97% of
reviews ahead of plan and increased percentage of remediation files from 33% to 75%.
 Decreased sales administration time and improved risk management by providing program management and
business consulting for multi-million dollar commercial credit business case; achieved bank’s mandate of
increasing revenues, controlling costs, and enhancing customer relationship management.
 Initiated risk assessment of quality controls with information security governance of server data; organized
restructuring of document folders having benefit of easing user access constraints and mitigating risks.
 Coached and mentored junior Project Managers within team.
Senior Manager, Business Transformation 2008 – 2010
HSBC BANK CANADA, Toronto
Recruited by COO to manage medium-sized projects, working with key stakeholders to identify, analyze and
provide recommendations to improve processes, organizational structures, and technology.
 Generated $3.1M in cost-savings with implementation of 2-year project plan to offshore 78 commercial
processor full-time equivalent (FTE) units to Centres of Excellence. Motivated by tight scheduling, trained staff
and helped with decision-making attributed to strong business and technical acumen.
 Created efficiencies from centralized processes by spearheading pilot and national launch of Account
Opening Centre; provided presentation materials, internal communications, and team training.
 Streamlined operations by developing and launching workflow solution; exceeded business objectives by
presenting managers with regular reporting and metrics analysis of Service Level Agreements (SLA).
 Headed series of strategic initiatives, on-time and under budget, that controlled operational risks, maximized
process efficiencies, and enhanced both employee and customer experience.

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Senior Manager, Customer Service 2004 – 2008
HSBC BANK CANADA, Toronto
Supervised customer service and support staff within large-sized corporate branch of 32 employees, ensuring
procedures and controls aligned with bank policies and regulatory requirements.
 Boosted results of Branch Employee Engagement Index from 75% to 92% within 1 year; attained high-level
of benefits realization by encouraging team to identify new ideas and adopt best practices.
 Showcased as #1 district leader in Mystery Shopping with top score of 100% over 3 consecutive quarters;
developed and deployed strategic initiatives focused on delivering exceptional customer experience.
 Reached 130% of referral targets through strong leadership; collaborated with sales team coaching direct
reports, planning investment seminars, and leading marketing campaigns.
 Improved operational efficiencies; praised for top performing team during Branch Effectiveness Review.
 Earned recognition from Senior Executives during district luncheon for ability to generate ideas and identify
process improvement opportunities that increased productivity and customer satisfaction.
Manager Sales and Service Design 2003 – 2004
SCOTIABANK, Toronto
Planned and implemented change management programs and launched new products and services across
domestic branch network, in accordance with enterprise standards and external regulations.
 Executed multiple inter-related projects in fast-paced environment requiring detailed project planning,
identification of project dependencies, and management of project scope and change requests.
 Raised target Key Performance Indicators (KPI) of employee engagement up to near best-in-class for financial
services industry by supplying tactical and communications support to business sponsors.
 Promoted quality and continuous improvement of existing processes to drive profits and market growth by
implementing tools that simplified and standardized processes; fulfilled project deliverables adhering to
standard project methodology and governance standards.
 Negotiated with business partners and project stakeholders on changes in systems and procedures affecting
business and customers; influenced decisions during project meetings acting as Subject Matter Expert.
Manager Customer Service 2001 – 2003
SCOTIABANK, Burlington
As leader of 18 front-line and back-office resources at high-traffic location, partnered with sales manager to
achieve business goals by setting direction and vision for service team.
 Oversaw $1.5M renovation and 2 branch mergers within strict timelines; gained experience in resource
management, project management methodologies, as well as issues escalation and resolution.
 Won Top Service Officer of the Year award in 2002 and 2003.
P R E V I O U S E X P E R I E N C E
Service Manager, SCOTIABANK, Sudbury 1996 – 2001
A W A R D S
CMB Business Management Quarterly Award, HSBC Bank Canada, 2012
Great Ideas Awards, HSBC Bank Canada, 2009 & 2008
Top Service Officer of the Year, Scotiabank, 2003 & 2002
E D U C A T I O N
Bachelor of Commerce Honours, Laurentian University, Sudbury