− Drive new ways of working in recently adopted agile model across the US Segment− Navigate change in a complex matrix organization to manage and influence cross-functional teams and resources− Develop and maintain strong relationships with various stakeholders to implement and support change initiatives impacting multiple functional areas− Lead planning and execution of inaugural innovation event by effectively leading collaboration with a cross-functional team to create a meaningful and engaging experience for both in-person and remote colleagues− Lead engagement initiatives to increase employee engagement in multiple teams and groups of colleagues by executing different events, activities and initiatives− Support strategy, portfolio oversight, and transformation delivery functions during surge demand periods

− Completed responsibilities of a Case Manager− Collaborated with other departments as a Subject Matter Expert for eDelivery via DocuSign platform− Work cooperatively with others modifying processes to improve efficiencies and minimize downstream impact− Trained new resources and be a mentor to new hires throughout their development− Documented processes in new formats, such as cheat sheets, that assist Case Managers to complete day-to-day work− Assisted monitoring daily back-up structure to ensure all required work has been completed each day keeping work within Service Level Agreements

− Completed work within Servicing Level Agreement while handling a high value of cases and other responsibilities− Developed and maintained relationships with firms and become a reliable point of contact at John Hancock− Participated in testing sessions prior to user story releases in testing region and sessions in production as a final user− Provided excellent customer service on the incoming queue while facilitating calls with agents, firms, and internal contacts