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James Durling

James Durling

Sr Manager International Banking Contact Centres at Scotiabank

  james@jamesdurling.ca  |    (416) 669-6509

Certifications

Biography

My career in contact centres started in 2000 as an agent for Rogers Communications and progressed into a variety of roles within tier II and later contact centre management. Following an enlightening 10 years at Rogers Communications in 2010 I completed the Business Studies program at Seneca College and accepted an Associate Director opportunity at Bell Canada for their Contact Centre Business Intelligence department.

As my career progressed I learned the business benefits realized through proper application of project management methods & tools. Following my position at Bell Canada in 2011 I continued to study project management and in October 2011 I was certified by the Project Management Institute as a Project Management Professional (PMP).

After 12 successful years in telecommunications, I decided to learn a new industry. In 2012 I accepted an offer from Scotiabank as the Senior Manager Call Management Solutions, within the International Banking Contact Centre department. Enabling me to learn the financial services industry, leverage my project management expertise, and expand on my already extensive contact centre knowledge. Managing a team responsible for projects and continuous improvement initiatives for the International Banking Contact Centres located in Jamaica, Colombia, Dominican Republic, Mexico, Peru, Chile, Costa Rica, & El Salvador and supporting customers across 27 countries in the Caribbean, Latin America, & Central America.

I am in the final year of the Bachelors of General Studies program at Thompson Rivers University and while I continue to work at Scotiabank I also volunteer on the Student Advisory Board for the Open Learning division. Upon competition of my undergraduate degree in 2017 I plan to complete the Accelerated MBA program at Thompson Rivers University in 2018.

Realizing the increasing demands on organizations to deliver business value faster and the rampant adoption of Agile, in addition to my studies at Thompson Rivers University and working at Scotiabank, I studied Agile project management methodologies. In August 2016 I was certified by the Scrum Alliance as a Certified Scrum Product Owner and in October 2016 as a PMI-Agile Certified Practitioner (PMI-ACP) by the Project Management Institute.

I value the knowledge that I have acquired during my career and have enjoyed giving back to the community as a mentor or volunteer for several prominent organizations including Seneca CollegeTen Thousand CoffeesToronto Region Immigrant Employment CouncilThompson Rivers UniversityUnited WayJunior Achievement of Central OntarioToronto District School BoardProject Management Institute,  and a variety of committees & events within Scotiabank.

I am a proud resident of Toronto and enjoy exploring the city with my wife, Bice, and our daughter Serena.

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Awards