At PensionID, we're rewriting the rules of pension software, making it as modular and customizable as LEGOs. But we're not just about modernization; we're about empowerment. Our AI enabled pension administration system equips pension administrators with the tools they need to thrive in today's fast-paced world. By harnessing the latest technology, we're enabling our clients to stay ahead of the curve, delivering exceptional service to their members while reducing overhead costs and minimizing risk.

• Collaborated in a key role on the requirements, procurement, design, and implementation of a pension administration system to administer pre-conversion and post-conversion plan provisions.• Crafted and translated legislative mandates and optional operational protocols for pension services within the pension administration system, leveraging the current technology infrastructure, integrations, workflows, and configuration capabilities. • Enhanced the system's member user experience through refinement of user interfaces, optimization of accessibility features, and establishing best-in-class satisfaction.• Conducted thorough testing on implemented features and executed test results to ensure system readiness for launch.

• Managed Developers, Design, and Testers to bring the product vision & roadmap to life.• Developed business policy, processes and documentation to improve Operations. • Built infrastructure to support business growth that is sustainable and scalable. • Oversaw Operations and Software Development. • Strategized software quality management roadmap for future releases and partnership integrations.

• Managed a team of Business Analysts and provided strategic direction to ensure the organization was operating efficiently and met the business's expectations. • Innovated operational processes that yielded unlocked hours and saved costs. • Oversaw day-to-day activities, analyzed statistics, and presented findings to stakeholders and the executive team that improved multiple areas of the business. • Liaised with other team members, including interacting with managers, directors and VPs of different areas in the organization to collaborate on initiatives.• Led CRM data migration for the Operations division into Salesforce within a 5-week deadline while ensuring no loss of data integrity.• Designed a series of process automations such as Enbridge billing management and sanity data checks for onboarded customers.

• Drove strategy of employer relations with OTPP and influenced stakeholders to improve overall rating on the corporate scorecard. • Developed and conducted comprehensive training programs for employers on OTPP tools, data reporting processes, contribution remittances, and service quality. • Developed, implemented and executed continuous improvement strategies for assigned School Boards using business analytics.• Represented department as a business sponsor (over a course of 2 years in the company) on a 5 year business transformation project involving the segmentation of participating School Board data.

• Led a team of Analysts and Senior Analysts on day to day initiatives and ongoing projects to ensure deliverables were on time for the executive team.• Presented workshops to participating employers throughout Ontario to train and educate partners on best practices and pension reporting requirements.• Developed and managed workflow within the team to ensure timely resolution of problems and provision of services.• Led, developed, presented and sold new ideas to make reporting more efficient and data cleanup more accurate.• Revamped existing pension application process saving approx. 800 hours yearly.• Represented department on Member Services’ PIVOT initiative to advocate projects and ideas that would improve member experience and unlock FTE hours.• Subject Matter Expert for PIPs, Buybacks, Estates, and WBR. Improved existing processes and procedures to ensure workflow was streamlined.

• Audited Analyst Trainees and mentored them.• Assisted Team Coordinator in leading a team of 7 Analysts and created coaching seminars on a monthly basis.• Provided Senior level decision making on the analysis and resolution of complex problems and issues.• Ensured overall team performance achieved targeted results.• Drafted and developed procedural guidelines, user documentation, and resource materials for Analysts and other departments.• Started initiative to ensure the queue was tackled based on priority set by Member Services’ algorithm. This was done by identifying the root cause, documenting workflow expectations, and championing a ‘top-down’ queue approach within the department.• Analyzed and oversaw a range of problems which cannot be resolved at the Analyst level.

• Identified reporting anomalies and made recommendations on resolutions (e.g. adjust missing and illogical information).• Kept up to date on all legislative and procedural changes by attending training sessions, reading memos, bulletins, manual updates, and legislative changes.• Worked on performing internal testing controls to mitigate financial and operational risks and produced summary findings for management use.• Reconciled employer contribution data worth over $15M.