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James Durling | Global Practitioner of Servant Leadership
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  • Servant leader certified in project management with 18 years of global experience in financial services and telecommunications.
  • Engaging college professor that uses diverse teaching methods to develop future industry leaders in Contact Centres, Project Management, Change Management, and Customer Service.
  • Lifelong learner continuously seeking out new knowledge to grow personally, professionally, and discover innovative approaches to solving business problems.  |    (416) 669-6509



My career started in 2000 as a contact centre agent for Rogers Communications that progressed into a variety of support roles and later management. Following an enlightening 10 years at Rogers Communications and completion of the Business Studies program at Seneca College I accepted an offer from Bell Canada to be the Associate Director, Contact Centre Business Intelligence.

After 12 successful years in telecommunications, I decided to learn a new industry. In 2012 I accepted an offer from Scotiabank as a Senior Manager within the International Banking division, where I led several Contact Centre projects related to Call Management, Digital Engagement, Telephony, and IVR. In 2018, I accepted the position of Senior Manager, Strategic Initiatives for Global Contact Centres. These opportunities have enabled me to learn about the global market for financial services while applying my project management and contact centre expertise to strategic projects.

Through my pursuit of project management certifications from the Project Management Institute (Project Management Professional (PMP) (2011), PMI-Agile Certified Practitioner (PMI-ACP) (2016)) and the Scrum Alliance (Certified Scrum Product Owner (CSPO) (2016)) I learned the proper application of project management methods & tools to ensure business benefits were realized.

I am very grateful for all the opportunities I have had to share my knowledge and experiences with the community, and honored to return to Seneca College in 2018 as a Professor for the School of Accounting and Financial Services while continuing to work at Scotiabank.

As a proud resident of Toronto I enjoy exploring the city with my wife, Bice, and our daughter Serena. During my free time I seek out opportunities to network, cycle, and run.


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