Andrew Fraser Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

Toronto, Canada Area

Lead a 300+ national team responsible for the overall leadership and management of IA Group Insurance Business, which includes health, dental & disability claims and the call centres supporting these products, Budget of +$50M.

Toronto, Canada Area

• Led a 300+ national team responsible for the overall leadership and management of TD Insurance’s Claims Operations First Notice of Loss (FNOL) and First Notice of Injury (FNOI), and Resource teams, which include.
• Reduced cycle times (25%), increased customer satisfaction scores (40%)
• Led initiatives across Claims Operations reduced fixed costs and waste by 15%.
• Promoted and fostered a strong performance management culture and delivered key KPI’s and exceeded risk management and financial obligations.

Toronto, Canada Area

• Led a 400+ team responsible for the overall leadership and management of TD Insurance’s back and middle office Shared Services’ organizations, including teams responsible for real estate and facility management.
• Inspired team through a period of significant change, helping them achieve their goals and influence employee commitment to the organization and team. Significantly improved employee engagement.
• Created a strong culture of continuous improvement focused on operational excellence, end-to-end process optimization, automation and standardization delivering $10M in annual cost reductions while improving KPIs and.
• Launched TD Insurance first document imaging project ($25M) resulting in $2M in FTE savings.
• Championed TDI's multi-year real estate and refresh strategy (+$100M) by opening three new offices and completing a number of site improvements/optimizations. Drove expense reductions of $25M annually.

Toronto, Canada Area

• Led a 200+ Administration Services team located in 11 offices across Canada and supporting all TD Insurance internal business partners. Accountable for TDI's Real Estate portfolio, teaming with Corporate Real Estate.
• Developed and introduced metric-based performance objectives and tools. Increased overall productivity by 50% within six months delivering high employee engagement and participation.
• Developed and launched partner service program to solicit feedback from internal business partners and measure their level of satisfaction with the services provided, enhancing customer experience.

Toronto, Canada Area

• Led a 90-member customer service and administrative support team located in Montreal and Toronto, consisting of five distinct areas: News Centres, Multimedia, Regulatory Filing, Translation and Transcription. Built.
• Sponsored and created two collaborative work groups across the country to refine existing service model. Developed action plan that reduced turnaround time, improved service quality and built strong internal and.
• Initiated projects that helped increase efficiency and reduce costs. Automated CNW’s work flow management tool and reduced manual and exception processes.

Toronto, Canada Area

• Director, Operations - Licensing & Commissions (2008 - 2010)
• Championed project to transition the division from paper-based to electronic-based processing, enabling faster and more accurate commission paymentsDirector, Operations (Client Services) (2007 - 2008)
• Established new coaching model, which improved productivity by 20% and led to increased staff satisfaction; led focus groups with new hires to identify and address areas of weakness. Director, Operations (New Business).
• Significantly increased productivity through technological enhancements and new reports, which allowed easy access to critical information and streamlining the checking process; reduced FTE by 7% from previous year.

Toronto, Canada Area

Quebec, Canada