•Overall accountability for providing leadership to own team and to ensure the successful implementation of Human Resources programs and policies within the retail chain for an employee population of over 1,000 team members. •Provided leadership and coaching to front-line managers •Resolution for escalated associate issues including preparation of Employment Standards or litigation as needed.

•Provided a full range of human resources offerings for a company of approximately 250 employees while managing the day-to-day operations of the CanAm Insurance Brokerage in the capacity of Customer Care Manager.•Worked with the ownership group to identify key focus areas impacting employee satisfaction. As a result, recommended and implemented several policy changes relating to compensation practices, benefits, and internal job posting processes.•Streamlined the company recruitment processes to ensure a constant flow of qualified candidates to fill the demand for the Registered Insurance Broker of Ontario certification process.CUSTOMER CARE MANAGER – CANAM INSURANCE – concurrent with the role of Human Resources Manager•Responsible for recruiting and overseeing the training and development of additional customer service representatives/insurance brokers and support staff to meet the sales growth projections of the business.•Developed and implemented an Errors and Omissions audit process to safeguard the company against “claim denials”.•Instituted a customer service focus and philosophy by working with the team to identify our customers, our multiple stakeholders, various performance metrics and determining how what “we do” impacts our customers and the various stakeholders.•Successfully managed the team to meet the various targets set out by the company and the many stakeholders. For example, we consistently met our “Average Speed of Answer” goals and our “Abandoned Rate” targets.

•Provided leadership to a team in the following departments: Human Resources – Home Office and Shops, Training and Development, Payroll and Benefits, Office Services, Facilities and Daycare.•Developed the “Managing for Achievement” performance feedback program, translating the company’s business vision and business plan into work plans, actions and behaviours.•Introduced an incentive program to complement the Managing for Achievement program. Performance was easily quantified within a clearly defined salary increase and bonus structure. Employees were rewarded for clear contributions to the success of the business.•Oversaw the introduction and rollout of “The Body Shop University”. Courses were developed internally, based on The Body Shop needs and business plans. •Effectively led several reorganization and restructures, including the closing of the warehouse facility, the closing of the production facility and a major downsizing of the corporate office. This was handled with minimal disruption to the ongoing effectiveness of the business. Business results were met and in some instances, surpassed.•Initiated the move of the company’s group benefits program to another carrier, resulting in all premiums remaining flat, versus a projected overall double digit increase; a decrease in employee paid LTD premiums of 25% was also realized.