-Manage a team of 17 direct reports and oversee 6 indirect reports in Tech Support-Sound knowledge of Underwriting Support, Indexing, Settlement, Intake and Issue-Responsible for Performance Enablement – encourage staff to work as a team and provide opportunities to learn all aspects of the New Business roles. -Responsible to ensure staff adhere in completing mandatory RBC courses-Recruitment of new staff along with proper accesses-Perform semi and annual reviews with staff-Conduct bi-weekly team meetings and on-going individual coaching-Provided input pertaining to the Indexing and Settlement MOR and Capacity Models. Knowledge of the Issue and Intake MOR-Partner with New Business and Underwriting Management to improve processes-Manage projects such as Lifesuite requirement clean up, Rightfax, MIB and floor clean up-Partner with Sales on escalation resolution-Collaborate with Business Analyst to identify and resolve any system anomalies.-Partner with vendors in problem resolution of system and process issues-Ensure mail is indexed within the set service levels. Investigate missing requirements along with investigating mail not for RBC (Unmatched mail)-Approve the New Business and Underwriting daily cheques-Provide daily counts for Senior management-Provided guidance and training for the outsourcing of our policy contracts-Performed weekly vendor audit relating to policy contract assembly-Participate in projects impacting Service & Recovery.-Participated in JDRF and Charity Trust. Also participate as member of the Privacy committee and Fire warden