Mansoor Azhar
Senior Manager, Virtual Optimization Operations Excellence Group @Scotiabank
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WORK HISTORY
Senior Manager, Virtual Optimization Operations Excellence Group @Scotiabank
Toronto, CA
Mandate: Lead optimization of the Virtual Advice channel within Scotiabank\'s Operations Excellence Group, driving advisor experience improvement, customer journey redesign, AI enablement, innovation, vendor/platform evaluation, and business transformation.Drive end-to-end virtual channel optimization initiatives across advisor experience, customer journey design, and operating model effectiveness within a regulated financial services environmentLead AI and automation opportunity assessments - evaluating platform solutions and AI tools to improve virtual advisor support and channel performanceSupport RFP processes and platform evaluations involving platforms and ecosystems, translating business requirements into structured vendor assessment frameworksDevelop and assist with business cases for channel transformation initiatives to senior stakeholders, including ROI analysis, risk review, and implementation roadmapsAct as business-side product owner for virtual channel platforms - managing backlog prioritization, business requirements definition, and alignment with technology and digital engineering teamsPartner with compliance, risk, change management, and frontline operations to ensure transformation initiatives meet regulatory standards while delivering measurable advisor and customer experience improvementsContribute to continuous improvement processes including QA framework redesign, process mapping, and performance measurement across the virtual advice channelParticipate in large-scale strategic initiatives ($5MM+) spanning platform transformation, advisor enablement, and operational efficiency across virtual channels
EDUCATION
Davenport University
Bachelor of Business Administration (BBA), Accounting Information Management
Seneca Polytechnic
Ontario College Advanced Diploma, Accounting and Finance Specialization
Queen's University
Certificate in Socially Responsible Leadership (CRL), Corporate Social Responsibility, Masters of Business Administration
Queen's University
Master of Business Administration (MBA) , Business Strategy and Leadership
SKILLS
ABOUT MANSOOR AZHAR
I am a senior financial services transformation leader with 16+ years of experience driving channel optimization, operational excellence, digital transformation, and vendor strategy across complex, regulated environments. At Scotiabank, I lead Virtual Optimization initiatives within the Operations Excellence Group, advancing the virtual advice channel through process redesign, AI enablement, platform evaluation, business case development, and advisor and customer journey improvement. My work spans AI opportunity assessment, RFP participation, vendor and platform strategy, and cross-functional execution with business, technology, digital engineering, risk, and change leaders.Previously, I led AI-focused contact center transformation initiatives centered on QA modernization, automation opportunity assessment, advisor-assist use cases/RFP, and future-state channel design. Before that, as Senior Manager & Global Third-Party Advisor, I led enterprise vendor governance, regulatory alignment, contract oversight, and third-party risk management across technology and digital portfolios, delivering more than $3MM+ in risk-adjusted savings. Earlier in my career, I spent four years at TD Securities leading vendor strategy and sourcing across capital markets technology, generating more than $10MM+ in savings while strengthening governance, commercial outcomes, and business alignment. My experience sits at the intersection of: • Virtual channel and advisor/client experience strategy • AI and automation enablement • Operations excellence and enterprise transformation • Vendor, platform, and third-party strategy • Commercial discipline, governance, and risk management I hold an MBA in Business Strategy from Queen’s University and certifications in Intelligent Automation (CIAP), Third-Party Risk (C3RMP), Supplier Management (CSMP), and IT contract negotiation. I am particularly interested in connecting on Vendor Management, Virtual Optimization, Digital Transformation, Operations Excellence, AI Enablement\'s, and Vendor/Platform Strategy. Let\'s connect.
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