1. DON MCCARTHY
SENIOR ORGANIZATIONAL CHANGE LEADER
!An enterprising and innovative leader with the demonstrated-value of effectively managing change through employee
enablement, engagement and empowerment. A leader who understands the criticality of client centric, omni-channel
strategies to achieve long term success, and the importance of a disciplined business approach through tightly project
managed, people centric, and benefit-focused efforts - transforming people and businesses to become highly aligned,
self-managed and objectively measured.
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SPECIALIZATION
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• People Change Management
• Organizational Design & Development
• Project Management
• Talent Development
• Client Experience and Loyalty Development
• Sales,Advise and Business Development
• Consulting and Relationship Management
• Performance Coaching and People Leadership
• Vendor Management and Outsourcing
• Operational Management
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VERTICALS AND CHANNELS
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• Retail Banking
• Wealth Management and Financial Planning
• Insurance
• Mortgage Advisory
• Contact Center
• Mobiles Sales
• Direct Marketing
• Brokerage
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EXPERIENCE AT-A-GLANCE
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iD iD BUSINESS SOLUTIONS 2016 – Present
Owner/Senior Business Consultant, Organizational Design andTalent Development
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CIBC 2009 – 2016
Director, Business Partner Relationship &Talent Development
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TD INSURANCE 2005 – 2009
Senior Manager, TD Life Group Contact Centre & Managing Director, TD Assurance Agency
! FORESTER FINANCIAL 1997 – 2005
Project Manager / Process Integration Manager / Contact Centre Manager
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LONDON LIFE INSURANCE 1994 – 1997
Manager, Investment and Insurance Advice
! BLACKS PHOTO 1989 – 1994
Manager, Retail
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34 Roy Rd
Tottenham, ON,
(905) 557 0557
in
dondonme@outlook.com

2. !
DETAILED EXPERIENCE
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iD
!ID BUSINESS SOLUTIONS, TORONTO ON, 2016 - Present
OWNER/BUSINESS CONSULTANT, ORGANIZATIONAL DESIGN & TALENT DEVELOPMENT
• Consulting small to mid size businesses on organizational structure and talent development, with the aim to improve
revenue generation, client and employee loyalty, and operational efficiency and effectiveness.
• Leveraging proven big business strategies and experience with practical and scalable solutions for small to mid size com-
pany challenges.
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!!!CANADIAN IMPERIAL BANK OF COMMERCE,TORONTO ON, 2009 - 2016
DIRECTOR, BUSINESS PARTNER RELATIONSHIP & TALENT DEVELOPMENT
• Directional leadership of a team of 9 senior learning consultants across 8 organization-wide learning induction programs -
sales, advice, service, leadership and lean/six sigma programs.
• Responsible for senior relationship management for 3 strategic business units.
• Senior leadership of project management and people change management for several enterprise wide initiatives, with
progressively successful implementations that delivered measurable sales and client loyalty impact
• Successful development and implementation of new learning and development programs pioneering solutions for:
o Financial Advisors - a universal blended learning solution for Advisors across all distribution channels
o Commercial Banking Associates - contributing to a decrease in annual attrition from 28% to 12%
o Small Business Financial Advisors - supporting a 28% role expansion effort
o Mobile Mortgage Advisors - supporting a 42% role expansion with decreased attrition impact
o Senior Executive - launch of award winning national executive learning solution connecting leaders to clients
through “Go ’n See” site visits and presentations
o Internal Lean/Six-Sigma leadership training - successful implementation of over 210 continuous improvement
efforts, achieving an operational efficiency gain of 47% over 3 year period
!SENIOR RELATIONSHIP CONSULTANT, LEARNING, DEVELOPMENT & KNOWLEDGE MANAGEMENT
• Successfully developed and implemented a learning & development strategy resulting in a 1 year increase of employee
satisfaction indicator by 6%
• Streamlined retail banking compliance tracking and reporting process and measurement by leveraging existing corporate
software and leading multiple change efforts
• Designed and project managed the implementation of a national client experience certification model across 4500 em-
ployees within Retail Distribution
• Managed relationships with senior management and executive team to ensure business needs are uncovered, learning
needs are prioritized, and projects are well planned and executed.
!SENIOR RELATIONSHIP MANAGER, CLIENT ACCOUNTS MANAGEMENT
• Relationship Management with the senior leadership
• Analysis and recommendations associated with sales and client service needs within multiple organizational development
initiatives: training; coaching; communication.
• Conducted SWOT analysis and established strategic direction statements, strategic priorities and three year business
goals; and then aligned first year business plan, training program, job descriptions, PMMs and measurement tools to
strategic direction.
• Lead a team of designer/developers, facilitators, and communication specialists to execute against plan.
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!!!TD BANK FINANCIAL GROUP,TORONTO ON, 2005 - 2008
SENIOR MANAGER, TD LIFE GROUP / MANAGING DIRECTOR, TD ASSURANCE AGENCY INC.
• Inbound call centre sales, service delivery and insurance operations forTD Life Group.
• 40+ employees within Sales, Service, Support & Administration
• Managing Director ofTD Assurance Agency - multi-channel life & health insurance distribution model to support emerg-
ing insurance strategy acrossTD Bank Financial Group.
• External vendor contract and Service Level Agreement negotiations and performance management.
• Infrastructure development to build call centre scalability:
- Training, measuring, reporting and intra-day roles
- Advisor and Client Experience structure, competencies and measurements
- Acquisition and implementation of external sales training programs
- Integrated coaching model for sustainment and management accountability
- Enhanced CRM application, and streamlined and automated fulfillment activities
• Worked strategically with Wealth Management and Retail to pilot multi-channel advice and referral models
• Part of Direct Marketing team increasing insurance revenue to $50 Million annually with a 1yr revenue increase of 27%.
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3. !!!FORESTERS,TORONTO ON, 1997 - 2005
PROJECT MANAGER / PROCESS INTEGRATION MANAGER
• Project Management within sales and service contact centre
• Operationalized new training, coaching, processes and procedures, measures and reports
• Leveraged new telephony technology (CRM; IVR; Scheduling software, etc) to drive effectiveness and efficiency
• End-to-end business experience with implementation, working closely with North American Sales, Marketing, Back and
Front offices
• Created Field Sales Support line to increase North American field agent revenue and client experience
• Lean review and change efforts increased efficiencies across contact centre and back-office and increased client experi-
ence by removing key pinch-points
• Develop tiered contact-centre agent model to utilize IVR technology and segment call types
• CRM training rollout across North America
!CONTACT CENTRE BUSINESS DEVELOPMENT MANAGER
• Created, implemented and operationalized contact centre sales, service and administration conservation strategy, resulting
in exceeded sales & retention targets annually - progressive retention success of $4,400,000 over 5 years
• Directly responsible for the hiring, development and retention of licensed insurance sales agents, new training program to
improve conservation results; standardized tracking and reporting capabilities; learning sustainment efforts
!!!!!LONDON LIFE INSURANCE CO,TORONTO ON, 1994-1997
MANAGER, INVESTMENT AND INSURANCE ADVICE
• Responsible for the recruitment, leadership & development, and production oversight of top investment and insurance advisors in
the GTA
!!!!BLACK’S PHOTO CORPORATION,TORONTO ON, 1989-1994
MANAGER, RETAIL SALES AND SERVICE
• Responsible for retail operations, revenue generation, client experience, associate hiring, coaching and productivity.
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EDUCATION & PROFESSIONAL DEVELOPMENT
!Adult Education (Certification) – St Francis Xavier University
!Project Management (Certification) – Strategic Project Management group Ltd.
!Call Centre Management (Certification) – Centennial College
!Professional Selling Skills (Facilitator) – Achieve Global
!Past Chair, Contact Centre Committee - LOMA/LIMRA
!Past Director, Call CentreTechnology Advisory Committee – Centennial College