Michelle Lay

About Michelle Lay

As a Senior Director of Technology and Operations at RBC, I leverage over 15 years of experience to transform technology and operations into strategic business drivers. I specialize in leading end-to-end IT service delivery, technology modernization, enterprise application optimization, and operational excellence, with a focus on enhancing employee experience and supporting a hybrid, global workforce.Passionate about driving innovation, I champion AI-enabled solutions and cloud-first strategies that enhance operational efficiency, streamline decision-making, and unlock new business opportunities. I collaborate closely with cross-functional teams—including Security, Engineering, Applications, Technology and Business Leaders—to ensure seamless technology lifecycle management, cybersecurity compliance, and continuous service delivery improvement.Key Highlights:Spearheaded technology transformation initiatives, migrating critical applications and infrastructure to cloud platforms, resulting in a 30% reduction in operational costs and a 40% improvement in system scalability.Led cross-functional teams to improve service desk performance, reducing ticket resolution time by 25% while increasing customer satisfaction scores by 22%.Drove the modernization of enterprise platforms, increasing platform resilience and optimizing business workflows, directly enhancing user experience and driving revenue growth.Expert in IT governance and cybersecurity, ensuring compliance with global regulations (SOX, PCI, NIST) and leading proactive risk management initiatives to safeguard business continuity.Successfully managed large-scale vendor relationships and negotiated contracts that led to $4.6 million in cost savings annually.Built high-performing, customer-centric teams, developing talent, creating Centers of Excellence, and fostering a culture of collaboration, inclusion, and continuous improvement.A transformative executive, I have a proven track record of leading enterprise-wide initiatives that improve service delivery, drive operational efficiency, and support scalable growth. Trusted by the C-suite, I help define and execute strategic IT roadmaps while driving digital and organizational transformation.My experience spans IT service delivery, end-user services, data center operations, AI-driven automation, and enterprise-wide transformation. I take pride in mentoring and leading global, cross-functional teams, both in-house and offshore, creating a culture of innovation and excellence.

Experience

1. Senior Director of Technology and Operations

   RBC

   Oct 2021 — Present · CA, US

   At RBC, I led transformative technology and operations initiatives that significantly enhanced operational efficiency. By overseeing system integrations and application strategies, I ensured compliance with regulatory standards while optimizing risk management. My collaboration with executive leadership was pivotal in aligning technology investments with overarching business objectives, fostering a culture of innovation and digital transformation.

Education

• Ryerson University

  Bachelor of Arts - BA, Business Administration and Management, General