Product Manager for Voice of the Customer, member of Pabs crew with focus on delivering insight reports to clients.

Responsible as the business lead for all technology development and implementation for Member Experience. Complete oversight for the development and monitoring of operational risk, compliance and internal audit programs within Member Experience. Ownership of all KPI reporting and analysis, member satisfaction surveys and benchmarking studies.Technology Projects-coordinated, managed, coached and oversaw technology projects from start to finish including change management- complete oversight from business requirements for technology upgrade Oracle 10g to 12c, on time and on budget- development of new online portal for members working with multi-disciplinary teams; legal, compliance, risk, communications, security- led focus groups for Members, Employers and Staff incorporating feedback and developed all training materials-strong vendor relationship experience; embedded with the developers team and helped design new online product-successfully migrated over 40,000 existing users to new portal and brought new users onboard providing an enhanced digital experienceOperational Risk- responsible for building and delivering an operational risk program for Member Experience as well as monitoring program once operational- experience with building program in Resolver Core- diligent at conducting a comprehensive review of people, systems and process risk-successfully reduced risk exposure with a resulting score of 88%Audit- responsible for all internal and external audits within Member Experience-worked closely with auditors identify gaps and implementing solutions to close all gapsCompliance-responsible for all regulated compliance reporting, comprehensive and timely reporting-achieved 99% compliance reporting for Member ExperienceKPI- achieved an overall 9/10 Member satisfaction score- received Recognition awards for accuracy of data- moved OPTrust into top 3 in service scores globally in CEM Benchmarking Survey

Responsible for Monthly Pension Payroll for over 40,000 members, including international tax treaties and payments. Ownership for all year-end activities and statements including T4A´s, Annual Pension Statement for Members, Biannual Statement for Retirees, Annual Statements for Deferred Members. Control of all quality assurance and validation of Member and Retiree Transactions. Ownership of the Retirement and Pension Estimate process.Pension Payroll- monthly 99% accuracy- comprehensive review of payroll process resulting in retirees receiving annual statement three weeks prior to payment date- enhanced measures implemented to reduce fraud- redesigned insured benefits reporting reducing the existing one month delay for new retirees and dependents- implemented new insured benefit program with optional upgrades with 100% accuracyRetirements- comprehensive review resulting in removing pain points for members and staff- introduced electronic retirement kit providing members with an enhanced digital experience- eliminated late pensions with enhanced monitoring tool for staff- implemented an early retirement planning tool for members that allowed members to maximum retirement optionsQuality Assurance- monthly reporting of common errors and enhanced both training and training materials with end goal of a 97% pass rate for most activitiesYear End Reporting- ownership all of year end regulatory filings, T4A´s, Annual Pension Statement, Biannual Retirement Statements, with improved delivery timesOther- Responsible for implementing Centre of Excellence program with 10 deliverables all resulting in improved service delivery times and an overall improved satisfaction score of 9/10

Responsibilities encompassed all interactions with contributing Employers, working with onboarding new Employers, part of Employers development team for new payroll and HR systems and management of all data received from Employers for pension purposes.Employer Relations- built strong relationship with Employers by introducing regular onsite meetings with Employers and by building and delivering an Employer Training Program- implemented case initiation strategy based on data elements received from data feed removing the need for completion of paper forms- implemented an automated process for gathering prior service information removing the need for time consuming paper forms- experience with onboarding new employers from initial meetings, to training and educations and all follow up resulting in a positive experience for new employersCase Processing- lead a team of 12 staff- managed the data review step for all case types- developed and implemented a data test tool to automatically identify discrepancies improving accuracy and removing significant time of manual review process- reduced time for every case in department and in most cases from 3 days to 1 dayYear End Processes- ownership of data extract, review and clean up for annual valuation- responsible for completion of Annual Information Return filing- responsible for all data clean up for Annual Pension Statement- responsible for completing of data requirements for all benchmark studies

- managed a team of 12 responsible for processing all member transactions- oversite of all calls from members and retirees

Team Lead as part of the Member Experience group processing complex cases, training team mates, external presentations to Members.

Part-time Instructor in the Continuing Education Program with primary focus in Accounting.