OUR WRITERS

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Ross Beattie, CEO, HGS Canada

Ross is a visionary leader with a proven ability to create a high-tempo, customer-centric culture. His entrepreneurial leadership style promotes inclusion and transparency, giving everyone a voice at the table and promoting shared success. Ross is known for his ability to balance a high-level strategic mindset with a hands-on approach to every aspect of the business. People are his number one focus and he is highly respected in the industry for his integrity, compassion, innovation, and leadership intuition.

As a Senior Account Manager at Digital Equipment he assisted the hardware giant to multiply sales six-fold within blue chip accounts such as Michelin Tire, Pratt & Whitney and Litton Systems. In 1994 the entrepreneur in Ross could wait no longer, and he explored various start-up opportunities. The skills and reputation he gained through these experiences brought him to the President’s chair at ITI Information Technology Institute. In April 2000, he led an investment group that purchased HGS Canada (formerly OLS), where he led the company to grow from a 20 person, single-site operation to its current size of 11 sites with over 3000 employees.

Today, under Ross’ leadership, HGS Canada has an enviable position in the market place, and is constantly ranked among the top 2 suppliers for each client.

Chris Lord

Chris Lord, Senior Vice President, Global Growth Strategy and Marketing, HGS

Chris Lord is a member of the global leadership team at HGS, a $410 million company specializing in business process services that enable best in class consumer interactions and transactions with enhanced customer experiences.

Chris leads global growth functions including strategy, marketing, capabilities, analyst and advisor relationships, and sales operations. With over 25 years of experience in IT and BPO services, Chris has helped organizations achieve significantly higher performance including Wipro (Country Head), Accenture (Partner, Financial Services), and EDS (SVP Financial Services).

Chris has been an advisor to CEOs and executive leadership teams on outsourcing relationships across industries, launching new business divisions, M&A activities, marketplace assessments as well as developing and executing strategic growth initiatives.

His vast BPO insight and perspectives have been developed through deep client relationships providing strategic business services and through extensive operations in India, Philippines, Southeast Asia, UK, and throughout North America. This experience includes partnership facilitation, government incentives, business negotiations, risk management, and extensive relationships with third party advisors and industry analysts.

Chris is very engaged within the outsourcing industry and has facilitated and participated in thought leadership outsourcing panels in the USA, Canada and Nasscom BPO India.

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Ross Duff, VP Operations —  Telecommunications

Ross is responsible for the overall operations with a specific focus on our telecommunications clients. Ross oversees the operations leadership team to manage and lead a complex set of business and operational elements and drive greater results and performance for a number of HGS’ sites across Canada.

Ross joined HGS Canada as a Site Director in the spring of 2005 and was instantly a key contributor to the company, overseeing the launch and operation of our Pembroke Site. In 2008, Ross was appointed to the role of General Manager, Operations, and then onto the VP of Quality/Training & Special Corporate Initiatives.

As an experienced leader, Ross is one who does not settle for second best and is always keenly focused on continuous improvement for the company, his team, and demands no less of himself.

Prior to joining HGS Canada, Ross held various leadership positions across Quality, Training and Operations at a large contact centre firm.

Ross earned his B.A. from Saint Mary’s University in Halifax, Nova Scotia, where he, Anita and their three children; Tremaine, Jalen and Dakota currently reside.

Chris Lord

John Hooper, SVP Business Development & Client Relations

In his dual role of business development and client management, John’s mandate is to provide results-oriented, strategic solutions for Canadian clients looking to improve service delivery options within Canada or in other geographies around the world. A charismatic professional and skilled communicator, John’s consultative approach and expertise combined with his high ethical standards and commitment to authenticity, transparency, and integrity make him an inspirational leader at HGS.

Working behind the scenes to ensure ongoing delivery commitments are met and developing custom solutions to reduce operating costs and increase client market share, John brings resourcefulness, honesty, and dependability to every business interaction. John’s pledge to deliver on commitments allows him build long-term business partnerships with a proven track record of service excellence.

Prior to joining HGS Canada (formerly OLS) in 2003, John gained over 20 years of executive sales and management experience within established and start-up organizations in the IT industry. John held management positions with XML Global, Whitehill Technologies, and Xerox and he has been consistently recognized for superior sales achievement at all levels.

John grew up in Fredericton, NB and now divides his time between Halifax and Toronto. When not traveling, or spending time with his wife and daughters, John loves to play golf, ride his motorcycle, and has recently discovered the enjoyment of cycling around the many Toronto-area trails.

Geoff Oakie, Senior VP Operations & IT

A relentlessly curious and creative problem solver, Geoff has built a successful career discovering meaning and solutions behind data. Geoff brings to HGS Canada close to 20 years of managerial expertise that combines Operational, Corporate Financial Management, Project Management and Relations Management skills. During his career, Geoff had the opportunity to work for and with growth-oriented companies, focusing much of his time in the past 10 years on design, implementation and integration of both new and organic growth opportunities, within both North America and Europe.

Doing the right thing for the business and our people is Geoff’s guiding principle. As Senior Vice President of Operations and IT, Geoff understands that people are an organization’s number one asset and he works to ensure people feel valued and inspired to be meaningful contributors. In his role, Geoff is responsible for the strategic operational performance of all HGS Canada sites and programs. His authentic Servant-Leadership management style sets the tone for the corporate culture and has made exceptional operational performance one of the reasons for HGS Canada’s best-in-class service and phenomenal growth.

In addition to Operations, Geoff is also accountable for all IT and Project Management teams within the company, creating an integrated environment and seamless transition for all new client and site start-ups.

Before joining HGS Canada, Geoff held Vice President and General Management positions within the contact centre industry. Prior to his contact centre days, Geoff was a Director of Finance for a global automotive service outsourcing company and a Commercial Banking Account Manager with the Canadian Imperial Bank of Commerce. Geoff originally hails from Ontario, Canada and now resides in Halifax, Nova Scotia with his wife and two children.

Joanne Morrison

Joanne Morrison, Director of Marketing, Canada

Joanne leads marketing and communications in Canada for HGS including analyst relations, media relations, digital marketing, event participation and collateral development. While she is skilled in developing short- and long term marketing objectives, strategies and tactics, her first love is writing. Her blog on brand management won Silver at the 2012 Magnum Opus Awards, sponsored by the Content Marketing Institute. Joanne has a bachelor’s degree in Psychology and Creative Writing from York University. She recently completed the Direct Marketing Certificate program through the Canadian Marketing Association where she graduated with Distinction.

Jim MacMillan, VP, Business Development

Jim is a senior executive with more than 25 years of hands on experience in Consulting, Sales, Marketing and Finance for some of the world’s largest organizations spanning numerous industries. Jim joined HGS in 2014 as Vice President of Business Development, responsible for opening new markets for HGS’ award-winning customer service business.

Prior to HGS, Jim led the Canadian Business Process practice for IT giant Wipro Ltd, where he helped drive significant business growth.  Jim is passionate about the what the evolution of digital solutions means for the Customer Service industry and how that applies to almost every industry in today’s business environment. He is a firm believer that Customer Service has evolved into a key competitive advantage for the organizations that will thrive in the digital world. Jim is focused on helping businesses deliver the best customer experience for their consumers.

Kathy Follett-Lloyd, VP Human Resources

People-focused and quality-driven, Kathy is known for her ability to balance business needs with employee satisfaction. Her in-depth understanding of business operations allows her to appreciate the perspectives of many stakeholders and this balanced approach inspires staff to be creative and innovative when solving problems.

A dependable, compassionate, sensitive, and dynamic leader, Kathy cultivates relationships with clients and business partners while fostering the development of colleagues through coaching, mentoring, and training. Kathy has lead and managed her recruitment team to drive incredible staffing volumes within tight timelines. Her attention to detail combined with her strengths in multi-tasking and planning are evident in her proven track record of delivering on time and on budget.

Prior to joining the contact centre industry, Kathy’s career began in the field of Finance where, for a 13 year period, she specialized in payroll, small business, and non-profit business accounting. In 2000, she turned her focus to the contact centre industry where she held management roles with Resolve and Lightbridge Inc before joining HGS (formerly OLS) in 2006.

Attributing her success to lifelong learning, Kathy dedicated her continuing studies to Human Resource Management earning a Human Resources Certificate from St. Mary’s University as well as her CHRP designation and OHS certificate. In addition, Kathy holds a Business Management Certificate from ACSBE, subsidiary of Acadia University, as well as an Accounting Diploma from Nova Scotia Community College.

Originally from Newfoundland, she and her husband George now reside in Halifax, Nova Scotia.