fiona ellis

Managed the Compensation and Benefits programs for the company's 4000 non-executive employees. Coordinated and managed the annual compensation review (including merit, incentive and stock option recommendations) and benefits re-enrollment process for staff in Canada. Established and maintained all internal reward policies and processes (i.e. job evaluation, salary reconciliation, ESPP enrollment, new hire benefit enrollments, etc.).

Responsible for the end to end road side assistance customer experience. Overseeing the contact centre, dispatch and control tower functions. Focused on continuous process improvements, delivering exceptional service and employing leading technology to optimize the experience.

Responsible for all operation functions (workforce management, quality assurance, reporting, business analytics, business process re-engineering, frontline communications and project management) to support our contact centre and retail distribution channels. Leading the operational readiness plan for our CX Team, of more than 600 employees, for the implementation of our new SAP system.

Led a 200 seat contact centre handling 5 million sales and service calls a year with an operating budget of $25 million. Our employee engagement results increased each year to where we ranked in the top 25% of companies. Grew sales by 5% a year and more than 80% of our members were TOTALLY satisfied. Designed and launched a new membership product which significantly exceeded first year membership sales. Oversaw the selection, negotiation and relationship management of our third party contracts totaling over $4 million dollars.

Managed a team of seventeen Human Resources, Total Reward, and HRIS professionals responsible for all employee relations, recruitment and total rewards for the company's 1400 employees, including 4 unions. Facilitated and guided management through strategic planning and change management sessions to identify specific people strategies required to support the business strategy. Responsible for overseeing all HR reporting to the Board of Directors and the company's payroll of over $70M.

Developed talent assessment tools, processes, and reporting capability to support succession planning and leadership development activities for approximately 400 employees. Supported company merger/integration activities related to executive placements, diversity and talent retention. Managed the company-wide talent review process and prepared the annual report for the Board of Directors. Developed an integrated intake strategy for the company and managed the automation of the talent identification and review process.

Provided technical support to consultants on client projects. E.g. developed alternative pay structures, designed performance management systems and conducted extensive market research. - Played a key client relationship management role for the department. Visited clients annual to assist with market research. Managed ad hoc data requests and projects for key clients. - Coordinated the development and production of compensation reports. Developed and managed the data collection and quality assurance processes. Trained new analysts and summer students.

Attended a course called "Leading Change and Organizational Renewal"