Christine Barr

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.

Munish Kalia

Head of 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.

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.

Rosie Mastrangelo

Vice President, Program Operations

Rosie is a dynamic people leader with a proven track record of operational performance driving exceptional customer experiences, building transformational strategies and executing with excellence. Possessing over 25 years of broad financial services experience with transferable skills across multiple businesses including Contact Center; Retail Distribution; Human Resources and Corporate functions, Rosie is an agile leader and a strong communicator with a focus on leading change management practices.

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.

Kyla Brucciani

General Counsel

Kyla is the General Counsel for the BPO Division of NTT. She is an internationally trained lawyer with a strong background in finance, technology and digital innovation.

After qualifying as a Solicitor in England, she worked at a boutique litigation firm in London, serving some of the world’s largest financial institutions. She then spent several years in-house at HSBC Bank Plc, advising commercial and then large corporate segments. While in England, she developed a passion for supporting digital transformation in banking. Whether that was partnering with a fintech to provide a superior experience for clients or facilitating a seamless digital product journey, she recognized the increasing value of technology as a tool to enhance the customer experience. On her return to Canada and after being called to the Bar of Ontario, Kyla provided critical guidance to the Laurentian Bank of Canada as Lead Advisor, supporting digital projects and partnerships. 

In addition to her legal qualifications, Kyla graduated with distinction from the Richard Ivey School of Business at the University of Western Ontario.