Company: TELUS
Company Description: At TELUS, we’re using our world-leading technology to drive meaningful change — from transforming healthcare and making our food supply more sustainable to reducing our environmental footprint and connecting Canadians. We offer both personal and business solutions (security, internet, mobility, tv bundles, online security); healthcare, agriculture, and sustainability solutions.
Nomination Category: Individual Awards Categories
Nomination Sub Category: Female Executive of the Year in Canada
 Nomination Title: Kathleen Tan - Director of Strategy, Innovation & Transformation at TELUS
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below:
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 198 words used.
Kathleen Tan, Director of Strategy, Innovation, and Transformation at TELUS, is an exceptional leader with significant achievements transforming the Canadian security and TELUS’ customer experience landscape. As a founding member of TELUS’ 2018 entry into the security market, Kathleen was instrumental in steering unprecedented success in building our business to over 1 million customers within five years through strategic acquisitions.
From 2018-22, Kathleen supported the stand up of the security operational functions, leading to the successful design and launch of TELUS Security. Kathleen's leadership resulted in the seamless transition of 646K+ residential and business customers and 1.3K+ team members from AlarmForce, Paladin, and ADT Canada. For the acquisition and integration of ADT Canada, Kathleen managed a complex $700M deal and a $120M post acquisition integration budget. She architected transformational initiatives across 100 projects, achieving significant synergies and scaling TELUS' security business.
In 2023-24, Kathleen demonstrates results-driven management in leading a high performing team focused on strategic planning, financial management, and continuous improvement. She manages complex, innovative and game-changing programs, resulting in substantial savings while earning multiple industry awards for customer experience and operational excellence. Her strategic acumen propels TELUS forward, transforming the customer and team member experience.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 247 words used.
1. CE Operational Transformation: Kathleen and her team implemented a new operating service model, talent, and performance management practices, impacting ~2,000 frontline team members and leaders and achieving $12.0M in 2024 opex savings.
2. Alarm Offload Programs: Showcases Kathleen’s ability to drive operational efficiencies for improved financial success, totaling $2.4M in annualized opex savings, while contributing to the broader community well-being by minimizing undue disruptions and ensuring emergency services are available for genuine emergencies.
- Alarm Automation: Increased automation from 33% in December 2022 to 63% in June 2024
- ADC In-App Cancel: Launched in May 2023 to 314K customers, enabling self-serve alarm cancellation, saving 10K+ hours of customer effort through self-clearing 20K+ alarms
- False Alarm Reduction: Reduced inbound alarm signals by 150K+
3. Winning Culture: Kathleen founded this program in 2023 to enhance the engagement of 800+ team members through five pillars: career development, recognition, social purpose, work processes, and meaningful connection.
- 272 acquired security team members aligned to TELUS compensation and performance bonus model
- 620+ team members participated in career development activities, such as career week, job shadowing, leadership and developmental programs
- 280+ team members received prestigious TELUS recognition awards
- 17 industry awards won and 11 Stevie results pending
- 93% participation rate for the TELUS Days of Giving and Social Purpose Champion in 2024, 95% in 2023
- 12,500+ volunteer hours for our communities
- 64 work process initiatives implemented to allow team members to be more productive
- 2023 engagement score of 80%, +200 bps
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 172 words used.
We have included several key attachments that substantiate our claims.
The documents detailing priority alarm response times from 2022 to 2024 provide clear evidence of our continuous improvement in this area, demonstrating our commitment to efficiency and customer satisfaction. Additionally, a presentation from July 2023 highlights our successful implementation of the alarm offload program, showcasing the significant positive impact made.
We have included a communication from May 2023 regarding the launch of our ADC in-app cancel feature, reflecting our proactive approach to enhancing user experience.
A link to an SPT article verifies our achievement of reaching 1 million subscribers, underlining our successful growth and market presence in security.
We have submitted an example of our Winning Culture newsletter, which highlights the various pillars of our internal culture and engagement efforts. Finally, a summary slide from our 2023 engagement survey, presented to leaders, outlines the unified focus and strategic direction informed by team feedback. We have also included two external links to Gallup and Vantage Circle to substantiate the Canadian engagement score referenced.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 249 words used.
Kathleen’s achievement in spearheading the successful launch of CE’s new operating model, showcases her strategic thought leadership and ability to drive transformational change. The new service delivery model simplifies and strengthens our previously fragmented operations, resulting in a more efficient and cohesive customer experience and leading to greater operational performance and collaboration. This underscores her passion for elevating customer experience.
Kathleen’s focus on alarm offload programs have significantly improved service levels and response times for security alarms, enhancing customer safety and contributing to community well-being. Service levels improved from 76% in 2022 to 86% in 2024, with response times decreasing from 61 seconds in 2022 to 20 seconds in 2024. In fire, medical, and gas emergencies, every second counts when dispatching emergency response teams to take life-saving actions.
Kathleen's efforts to reduce false emergency service dispatches and implement the Alarm.com In-App Cancel feature have ensured emergency services are available for genuine needs, and empowered customers with self-serve capabilities. These initiatives demonstrate Kathleen’s commitment to the community, operational efficiency, and exceptional service through technological innovation.
Under Kathleen’s leadership, the Winning Culture Program has created a culture where members feel valued and empowered. Our engagement score of 80% far surpasses the Canadian average of 31%. Kathleen’s leadership has been key to fostering a culture of recognition, development, and social purpose. The program has also inspired team members to give where we live, making an impact on our communities through initiatives, such as school supply donations, food drives, and shoreline cleanups.
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