Nicole J. Fortune is a respected leader and author with more than 25 years of experience in the financial services industry.
Born and raised in Chicago, Illinois, Nicole attended Luther South High School before earning a Bachelor of Science in Sociology from Drake University. Her career spans influential roles at The Prudential, Sears Credit, Citibank, and Toyota Financial Services, where she has consistently driven operational excellence, cultural transformation, and people-centered leadership.
Nicole currently serves as National Manager of Service Operations for Toyota and Lexus Financial Services, based in Alpharetta, Georgia. In this role, she leads multiple call center teams across the United States, overseeing service operations for Toyota and Lexus vehicle owners, fleet business customers, dealerships, and digital consumers. She is widely recognized for her ability to refine operational systems, optimize business processes, and align organizational strategy with mission, performance, and customer experience.
A certified Toyota Kaizen Coach, Nicole applies continuous improvement principles aligned with Six Sigma methodologies to enhance efficiency, quality, and scalability. With a deep commitment to leadership development, she implemented Diversity and Inclusion Business Partnering Groups within her center, designed to equip leaders with practical tools and specialized strategies for inclusive leadership and professional growth. She also served as Chair of the National Advisory Council for Toyota’s African American Collaborative, playing a key role in advancing enterprise-wide inclusion and engagement initiatives.
Nicole’s leadership and impact have earned national recognition. She was named Boss Woman of the Year (2020) by Boss Women’s Media and was featured in Fairy God Boss’s 2023 Black History Month Reflection, highlighting her influence in leadership, equity, and organizational culture.
Beyond her corporate leadership, Nicole is deeply committed to community service and mentorship. She mentors high school students at Benjamin Banneker High School in Atlanta, Georgia, and serves on the Board of Directors for Family Health Centers of Georgia, supporting access to healthcare and community wellness initiatives. Nicole recently retired from being a basketball official for over 20 years with experience in officiating collegiate and high school basketball. Nicole was also a National AAU official for several years and has officiated 6 High School State Championship games.
Nicole is also an author and inspirational speaker, having published From Selfie to Wifey and The Ridgeway: Leadership Lessons Learned from John Ridgeway. She is currently completing her third book. Nicole is a devoted wife, mother, and proud grandmother of five grandsons.
Laila Birch is a respected senior leader at TD Bank with nearly two decades of experience advancing colleague engagement, diversity, equity, and inclusion, and enterprise-wide talent development within large, complex organizations.
Throughout her career, Laila has been recognized for her ability to lead with purpose—building strategies and programs that not only strengthen organizational culture but also create meaningful, measurable impact for colleagues, communities, and the business.
Currently serving as Senior Group Manager for Community & Colleague Engagement, Laila leads a high-performing team responsible for designing and executing initiatives that support employee engagement, leadership development, volunteerism, employee giving, and Community Reinvestment Act (CRA) service efforts across the United States. In this role, she plays a pivotal part in connecting colleagues to shared purpose, empowering them to contribute beyond the workplace, and ensuring that TD Bank’s values are reflected through authentic community partnerships and service. Her leadership is marked by a rare balance of strategic vision, operational excellence, and deep empathy for people at every stage of their professional journey.
Laila’s impact and leadership excellence have been recognized through numerous accolades, including the TD Bank CEO Leadership Award, the Global Vision in Action Award, and the Career Mastered Magazine Emerging Leader Award. These honors reflect not only her professional achievements, but also her unwavering commitment to inclusive leadership, mentorship, and service-driven outcomes.
Beyond her corporate leadership, Laila is deeply committed to education, youth development, and faith-based service. She serves as a dedicated Servant Leader of Youth Christian Education at Enon Tabernacle Baptist Church, where she continues to pour into the next generation with intention, guidance, and heart. Her passion for service is rooted in a lifelong belief that leadership is most powerful when it uplifts others and creates pathways for growth.
Born and raised in Chicago, Laila carries with her the values of resilience, community, and authenticity. She now resides in South Jersey with her mother, Pam, and her beloved dog, Louie. In her personal life, she finds her greatest joy spending time with her “L Girls”—Leah, Lauren, and Lori—and embracing her love for travel, new experiences, and meaningful connection. Whether leading at work, serving in her community, or nurturing relationships at home, Laila Birch exemplifies leadership grounded in purpose, service, and heart.
