Nancy Fung is a change agent who has driven system, process, organizational, and cultural transformations for national and multinational corporations across industries; primarily in the payment industry. Nancy has proven successes leading large-scale reengineering initiatives that require astute management of scope, resources, risks and client expectations. Her talent for building partnerships with vendors and cross-departmental stakeholders ensured that exceptional results can be achieved under tight time constraints.
Nancy brings her expertise in operational transformations (systems, processes, organizations, cultures) and in the quality implementation of new products and services across industries. Some client engagements include:
Reviews of private label credit programs and loyalty programs to provide recommendations on value propositions and process improvements.
Implementation of prepaid visa card programs from concept, vendor selection, contract negotiation to full launch for an international retailer with over 130 stores across Canada.
Rollout of a new system platform for one of Canada’s largest real estate companies which included the re-engineering of all processes, the automation of critical business functions and creation of a technical support Help desk.
Led a tri-party (retailer, processor, sponsor bank) project team in the implementation of a leading-edge direct deposit payment process within a tight timeline.
Developed Risk Management Policies and Processes for various global participants in the payment industry (from card networks to program managers).
Implementation of an Enterprise Resource Planning (ERP) from improvement recommendations, vendor selection to launch for a social enterprise organization.
As the VP of Banking Operations at the Canadian Bankers Association, Nancy worked with senior executives of member banks and subject matter experts to define policy positions in response to the changing global regulatory landscape for financial services during the financial crisis.
With Citi Retail Services, a division of Citigroup, Nancy held several senior positions for their North American Operations (Underwriting, Customer Service, Merchant Service, Collections, Funding) where she spearheaded three major operational transformations resulting from the merger of five companies over four years, and seamlessly integrated backroom and customer-facing processes, systems, and teams.
Nancy gives her time to a variety of not-for-profit boards and committees including Renewed Computer Technology Ontario and Institute of Canadian Citizenship Fort York Volunteer Committee. She is also tutor adult literacy through West Neighbourhood House.
She is an alumnus of several Rotman School of Management Executive programs and has a Lean Six Sigma Master Black Belt Certificate from the Schulich School of Business.