Fadel Houseini
Senior Manager Business Continuity & Major Incidents - Canadian Banking Contact Center @Scotiabank
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WORK HISTORY
Senior Manager Business Continuity & Major Incidents - Canadian Banking Contact Center @Scotiabank
Ottawa, CA
Responsible for contributing to the overall success of CBCC by providing a high level of professional administrative and service support to the business while adhering to Bank security and operational procedures and policies. This includes program design, rollout, maintenance as well as the continuous improvement of the CBCC enterprise business continuity, Incident management and disaster recovery plans. Design Scotiabank\'s operational resilience programs including Disaster Recovery while maintaining continuous operations, staying within impact tolerances, and safeguarding its people, assets, and customers. Responsible for all CBCC audits involving business continuity, disaster recovery, pandemic planning & Agent at home program. Lead CBCC’S efforts in responding to major incidents impacting operations across the sites. The CBCC is composed of 6 campuses (3 domestic: Toronto, Halifax and Ottawa and three international: Mexico, Colombia and the Dominican republic ) with 130+ skills, 80+ managers, 50+ consultants front line employees responsible for >17 500 million calls yearly.
EDUCATION
Algonquin College of Applied Arts and Technology
Associate's degree, Business Administration and Management, General, Dene's Honor Roll List
Glebe High school
High School, Business/Commerce, General
Algonquin College of Applied Arts and Technology
Graduate Certificate, Business Studies, Honour Roll
ABOUT FADEL HOUSEINI
A results-oriented operations lead with proven abilities in business leadership, strategic planning, managing projects, improving efficiency of operations, team building and applying effective processes and business controls that are designed to mitigate reputational,financial and regulatory risk. Able to identify areas of strength and opportunities and implement firm policies, procedures, and changes in operations and systems that optimize productivity and bottom line. Demonstrated ability to motivate staff to maximum productivity and control costs through an efficient allocation of resources and a disciplined capital allocation strategy. Specialties include: •Leadership •Compliance •People Management and Training •Organizational Strategy •Record Management •Call Center Operations •Risk Assessment and Impact Analysis •Customer Service and Satisfaction •Business Resiliency Continuity •Operations Management •Policy Governance and Oversight •Business Control •Project Management •Conflict Management •Performance Management •Identity and Access Management •User Tools Control Adoption
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