CEO Business Process Outsourcing Services, Americas

CEO

As the CEO of the Business Process Outsourcing Servicing Division (BPO) of NTT and a member of the NTT Americas Region Executive Committee, Christine leads over 3000 employees responsible for the delivery of customer services support and the communications expense management for some of North America’s leading brands.

In her current role, Christine supports NTT Ltd.’s achievement of market scale and is responsible for solidifying services to address evolving CX strategic needs, keeping abreast of global trends, and guiding the BPO services of NTT Ltd for the Americas Region. Building on her passion for Customer Experience and a track record for delivering operational effectiveness and innovation, Christine leads by establishing a people focussed culture and a customer driven mandate while empowering her teams to remove friction in customer journeys and continually improve performance.

Prior to joining NTT in November of 2020, Christine was an executive with TD Bank, most recently as the Head of Digital Operations Governance and Control, and held senior leadership roles in Retail Banking, Operations, and Credit Cards, working in both Canada and the United States.  Christine is an avid golfer and animal advocate. Passionate about Diversity, Equity, & Inclusion she is the executive sponsor for the NTT Ltd. Americas Women in Technology group. In 2016, Christine was a nominated member of American Banker, Women in Banking Top Team.

Shannon Valliant

CFO

Shannon handles the finance, facilities, information security and information technology teams at the BPO Division of NTT. With over 25 years of experience, Shannon has held senior executive positions in both global firms and start-up organizations.

Her experience includes roles of increasing responsibility at Rogers Communications, Boat Rocker Media and SHL Systemhouse where she led diverse teams to drive engagement and improved business outcomes by leveraging her leadership strength, as well as her financial and operational skills. She has proven expertise in operations, corporate and operational finance, restructuring, and raising capital in private equity markets. Her industry focus has been concentrated in technology, telecommunications, and media organizations.

Shannon graduated on the Dean’s List from the Honours Bachelor of Commerce program at Queen’s University in Kingston. She is a Chartered Accountant and was a Chartered Insolvency and Restructuring Professional.

Michael Morrison

Senior Vice President, Global Sales

As SVP, Sales for the BPO division of NTT, Michael leverages his 30 years’ experience in the Contact Centre and CX space to drive differentiation and growth for NTT and its Clients. Michael works tirelessly to understand client organization and industry sector challenges, mapping those challenges to unique and sustainable customer management solutions that affect accelerated client and consumer business outcomes. Michael brings a solid understanding of both technical and operational environments, to all client engagements, with a view to striking the right balance between automation, and human engagement in delivering differentiated CX outcomes for NTT Clients.

Eddy Barwick

Vice President, Contact Centre Operations

Eddy has over 20 years senior leadership experience in the Contact Centre industry within Financial Services, Credit Card, Risk Control, Retail/eCommerce, and Sales and Service.

Eddy’s experience includes previous roles at Chase Card Services and MBNA Canada Bank in which he has led large operational teams specializing in Contact Centre Operations. Eddy has a reputation of leading highly motivated teams with a proven track record of success. He holds a Bachelor of Arts degree in Political Science from Concordia University.

Leslie MacDonald

Vice President, Customer Experience and Contact Center Operations

Leslie has over 20 years’ experience in the Financial Services industry supporting consumers, businesses and financial institutions. Her breadth of experience includes roles in contact center services, retail payments, merchant payment processing and loyalty & reward.

At the BPO Division of NTT, she leads both the Financial Services Contact Centre Operations team and the Customer Experience (CX) pillar for the organization. She is focused on delivering an exceptional CX through employee engagement, technology and innovation. 

Prior to joining NTT, Leslie held increasingly senior roles at Bank of Montreal, CUETS, and TD Bank. Her background includes successfully managing large complex customer relationships, building sales support teams as well as leading corporate relationship management and product management teams.

Marc Thériault

Vice President, Enterprise Planning and Support

Marc has over 15 years of experience in the financial services industry, with specialization in contact centre, operational effectiveness and process improvement development.

Marc’s experience includes roles at SunLife Financial and Bank of America where his passion for analytics and disruptive change enabled numerous strategic improvements in contact centre capacity planning, claims operations, and workforce optimization functional areas. He holds a Bachelor of Social Science focused in Economics and Geography from University of Ottawa / Université d’Ottawa.

Munish Kalia

Vice President, Sales

Munish has over 20 years of business development and relationship management experience within the BPO and Services industry. His partnership approach has resulted in many trusted client relationships, business growth, and customer loyalty across various industry verticals.

Martin McDonald

Senior Director, PMO

A dynamic program delivery senior leader with over 20 years of increasingly progressive roles within the Telecommunications and Business Process Outsourcing industries, Martin utilizes collaborative and fact-based methodologies to drive initiatives to launch. A calm presence in the face of challenges and the ability to anticipate process/operation complexities and build solutions into launch planning, Martin aligns stakeholders’ needs to measurable KPI’s to ensure the launch window is delivering intended results on pace and course correction when necessary. He is a team builder who trusts his team to execute and coaches using the Leading Great Teams methodology. Using industry protocols along with personal experience, he helps guide team members through the planning and execution stages while keeping stakeholders informed on progress. Martin thrives in tackling challenging initiatives head on and leading cross functional teams to deliver exceptional results.

William Chen

Senior Director, Business Insights & Innovation

An experienced veteran with over 15 years of experience in the data analytics, applied Artificial Intelligence (AI) and Machine Learning (ML) industries, Will actively leads co-innovation working closely with the various R&D divisions of NTT. He partners with global contemporaries in the AI domain to leverage innovative platform strategies and develop new services and product offerings for the Business Process Outsourcing Division of NTT. His technology acumen is integral for future proofing the business and supporting business transformation. Prior to joining the BPO division of NTT, Will spent multiple years in the financial services, telecommunications and retail industries in various roles geared at providing an enhanced customer experience and in contact centre operations.

Jit Lahiry

General Counsel

Jit is an experienced Corporate Lawyer with over 11 years of experience; private practice and in-house in corporate/commercial, IT, securities and mergers and acquisitions

Jit ably provides advice on controlling risks for the organization in balance with the need for efficient process.