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James Durling
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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.

Contact Centres | Project Management | Change Management | Customer Experience

Speaking Engagements

  • CSPN Customer Experience Conference (May 2019)
  • CXWeek Canada (September 2018)
  • Acess Employment (May 2016)
  • Toronto District School Board (December 2014)

“without project managers, how will the next big thing become more than an idea scribbled on a napkin?”

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.

Project Management Institute

PM Network

PM Network is the Project Management Institutes monthly publication that is filled with new ideas, perspectives, tips and techniques from the profession’s most experienced and engaging leaders. I was honored to be featured for the Closing Thoughts in the October 2018.


Volunteer & Employee Recognition

Certificate of Appreciation

The Mentoring Partnership

June 2017

Certificate of Appreciation

The Mentoring Partnership

July 2016

Certificate of Appreciation

The Mentoring Partnership

March 2016

Best of the Best


November 2015

Customer 1st

Rogers Communications

July 2008

Customer 1st

Rogers Communications

October 2002

Get In Touch

(416) 669-6509