Passionate business transformation and communications leader with a focus on member experience, creating strong brands, content experiences, and building highly engaged teams.Business Transformation: Thoughtful transformation of business practices to modernize antiquated operational practices, streamline workflows and increase productivity. Adopt agile/lean methodology for phased implementation of large-scale initiatives. Utilize open communication to manage and adopt change with staff.Member Service & Engagement: Building a cohesive member experience team which balances service delivery with operational effectiveness. Providing thought leadership for continuous improvements with agile implementation. Ensuring consistent messaging across all delivery channels including the customer service centre (1-800, email), member outreach and digital/social media.Retirement Planning (Pensions): Lead for the new Pension Administration System (PAS) implementation. Manage the frontline pension operations team to deliver exceptional retirement service while balancing operational effectiveness.Communications Expert: Creating exceptional communications strategies that address both audience and business needs. Strong writing and editing skills with a keen focus on delivering complex financial content that is engaging, relevant, and concise. Continually utilizing data, segmentation, and channel delivery to inform content.Leader, Coach & Mentor: Fostering strong partnerships with senior leaders and cross-functional project teams to deliver successful programs. Developing and leading motivated teams with a strong collaborative spirit. Building shared knowledge and developing strong corporate culture. Embracing Technology & Change: Adopting new technologies and processes to facilitate Plan operations enhancements and better content creation & delivery (Sitefinity CMS, Confluence, Dotmailer, Azure). Leading teams through organizational change and adopting an agile framework to deliver accurate and on-time content.