As a member of our Technology, Data & Delivery organization, I am responsible for the engagement, partnership, and delivery across the Pension Services function in support of achieving their strategic goals

Supported the delivery of initiatives for a number of corporates business areas, overseeing a team of highly capable delivery professionals engaged in projects and initiatives that have strengthened UPPs corporate foundations.

Value Stream Owner for Individual Insurance Canada's Buy Value StreamJan 2022-May 2022After successes in Operations, worked with the delivery, marketing and product teams to develop the plan and structures to implement an expansion of the behavioral insurance product which was delivered to market later in 2022 and into 2023.Value Stream Owner, Digitization & AutomationJul 2020-Jan 2022Managed Digitization & Automation efforts in Manulife Canada Operations, focused on admin/claims and other back office teams. Utilizing tools like RPA, RDA, CMR/ICR, ePresentment, eForms, etc. to increase STP and movement of Manulife customers to digital-first experiences away from legacy processes and paper transactions.Managed the ideation and delivery of $7M in annual savings back to Manulife, along with the ideation of for an additional $2M in savings to be delivered in subsequent year (2022). Developed a high performing team culture, which saw high engagement scores, and several team members promoted into more senior positions during my leadership.

Managed the execution of a 25M RR portfolio of projects, better aligning operational footprint to strategic target operating model (2018/2019) assisting the organization with meeting key objectives.Ran a large scale continuous improvement program within our contact centres, focused on repeat call reduction, call elimination, and improving NPS results (2019).Working with corporate partners, introduced a new third party vendor to Canada Operations, meeting Global objectives to mitigate operational location risk and accelerate operational capabilities. Led Ops teams through RFP process, contracting efforts, knowledge transition strategy and design, as well as standing up the transition model (2020).

Committed to delivering transformational changes to operational teams and organizations, starting with strategic planning, partnership and business case development, through to project planning and transformation execution. Ever mindful of the need to improve the customer experience and reduce operational expense costs related to legacy processes, organizational models and technologies.The role requires that I continually liaise with senior business executives, area leaders, analysts, trainers, developers, technology partners (IT, Robotics, etc.), change management and communications practitioners, as well as global peers. It also means keeping up to date with industry wide changes, new procurement/partnership opportunities, as well as technical advancements available for use and integration.In 2017, was also the primary operational lead for the introduction of Optical Character Recognition (OCR) and Intelligent Capture solutions to the organization.In recognition of efforts in this role, was selected as a 2017 Stars of Excellence Honouree for contributions to the organization - Manulife's premier employee award.

In parallel to Project Manager responsibilities, directly and indirectly led a team spread across more than 5 geographic locations - six onshore resources and six offshore resources.Seeing areas for improvement, implemented a number of changes that were focused on driving the team forward into an agile future with the desire to maximize organizational and shareholder value. Systematic changes were made in order to increase internal collaboration (introducing source control, stand up meetings, and JIRA), orienting resources towards client focused approaches (backlog grooming, status meetings, etc), and improving resource efficiency and engagement.Efforts contributed to an overall manager effectiveness score exceeding 85% for 2016 - higher than the organizational average.

Fostering collaboration between analysts, developers and business leaders to drive forward and deliver insightful, actionable and potentially business altering reporting solutions. Delivered the following initiatives of note:- Distributor Relations Dashboard with Retail sales and inforce information, providing consolidated information in one place for the first time for internal relationship managers- Two phases of the Group Benefits dashboard, one of the largest dashboards in Manulife- Process Measurements dashboard, allowing process analysts and individuals with lean training to identify opportunities (100 million + records)- Individual Activity dashboard, allowing supervisors and senior leaders to have a comprehensive understanding of the day-to-day activities of their workforce (100 million + records)- A dashboard for Bank operational leaders- Integration of Voice Analytics data into an existing contact centre dashboard, linking unique datasets together for leaders and analysts to draw on- Complete renovations of existing dashboards for Executive-level reporting, Document Management Services, significant updates to internal .Net time tracking tools

-In parallel, gathered requirements for, developed, maintained, and enhanced QlikView reporting dashboards and SQL server ETL processes required for Individual Insurance and Affinity Markets operational dashboards – meeting exceptionally tight delivery timelines. Dashboards are used by leaders and workflow managers to better understand transactional volumes and operational performance-Developed and launched a QlikView dashboard to allow for better insight into current resourcing environment and historical trends for Customer Experience organization (4,000+ FTE spread across several global locations). Key dashboard audience being Customer Experience Executive Management Team and their direct reports, who are interested in meeting resource allocation quotas and looking to avoid concentration risks, etc. Also, leveraged multiple datasources to realize significant internal expense savings related to organizational real estate costs- Created and maintained monthly and quarterly operational reports in MS Publisher. Reports provided a clean, magazine-like quality look and feel for internal operational leaders to relay operational performance, program statuses, and other points of interest to internal high-level executive management- Automated several time consuming processes using SQL server and MS Access, also created several SSRS reports where QlikView development was not warranted- Moved several reporting processes to offshore resources through creation of detailed process documentation and provided necessary training and support to foster successful task transition- Designated working group member for reporting team for Standard Life integration

-Working directly with developers, oversaw the development of several on-going small-to-medium sized projects. One of these projects resulted in a number of significant enhancements to a .Net application used by regional field staff (upwards of 400 individuals across several locations)- Along with project management responsibilities, my role on the team also demanded requirements gathering and prioritization, negotiating timelines and objectives, and liaising with internal IS partners- Other major responsibilities included coordinating and managing testing resources required for IS initiatives, and being a key contact for technical and business support questions for users ranging from processors to senior executives within the GBRS organization.- Prior to organizational changes, developed and maintained several MS Access application databases required for calculating various Group Retirement Solutions account executive, advisor and corporate compensation programs.Varying in size and complexity, these applications imported data, massaged data as required, calculated compensation amounts, and lastly, generated high-quality statements deliverable to internal and external customers- Additional utilization of VBA and SQL to automate a number of manual processes, thus allowing team members to take on new tasks and projects

- Initial point of contact for all telephony related issues within the Individual Insurance contact centre environment - diagnosing root-causes, finding solutions, and escalating to service partners if necessary. This environment encompassed 10+ contact centres in 4 distinct geographic locations.- Successfully launched the Avaya IQ platform within the Individual Insurance business unit. This required training leaders, creating user documentation, as well as developing and maintaining reports used to measure call flows, routing and wait times. - Became a Subject Matter Expert for Canadian Division on Avaya IQ, answered questions, sourced information, assisted with developing reports for other business units, and shared the existing reports, documentation and training materials that had previously been created.- Through the use of ODBC database connections and optimized SQL queries in Crystal Reports, developed and maintained intervalled reports used by contact centre workforce managers and leaders.- Assisted with various important tasks related to the creation of a new off-shore contact centre, which was an important strategic goal for the business unit.

- Point of contact for clients and advisors, responsible for answering questions and attempting to find solutions to issues regarding inforce life insurance policies.- Required an in-depth user-level knowledge of Manulife’s mainframe and workflow systems, as well as product details and internal procedural guides, to solve problems and find information as quickly as possible.- Recognized as possessing strong interpersonal skills, was one of a small number of representatives dedicated to "Elite" advisor calls- Due to the high level of diligence displayed, became involved in user acceptance and production testing and was a member of several pilot test groups.