Melanie Bernard Email & Phone Number

Toronto, Ontario, Canada

Lead and manage the Processing department within CS. Responsible for the RESP, Registered Plans and Quality Control teams. Maintain culture of performance excellence, setting business objectives and priorities for the department. Measuring success against performance indicators. Holding all teams accountable to meeting targets for quality, productivity and customer satisfaction. Developing talent. Oversee all regulatory and industry changes, including lead on ESDC and CRA audits.Member of industry working groups with IFIC and the CRA, participating in knowledge sharing, building better processes and influencing industry counterparts and regulators for positive change.Partnering with internal stakeholders on improvement projects related to quality of work, system updates, legislative change, controls, etc.

Toronto, Ontario, Canada

Responsible for 2 teams in my time as a Team Manager, Processing: the general processing team and Quality Control.Ensured quality of work and timely processing of all client requests for RRSP, TFSA, Non-Registered Plans. Facilitated coaching, professional development and personal development sessions with all staff. Project SME and processing lead on the first use of AI in our back office.Lead on a project to enhance the quality control process in the back off, collaborating with the consultant and internal business partners, leading to improvements in departmental error rates and improved client satisfaction.Fostered employee engagement through the revamp and implementation of the departmental reward and recognition program.

Toronto, Ontario, Canada

• Led the Central Processing Team towards achieving the key performance indicators for productivity and quality in the client administration department through coaching, developing, updating procedures, communicating change and daily support of the team• Successfully managed the high daily workflow for the team to ensure all high priority and financial items were completed within service level agreements to eliminate risk to clients and the company• Implemented cross-training plan for full time employees to balance workload among the team while ensuring coverage in case of absences or business recovery situations• Documented and addressed staff performance and attendance issues• Held regular team huddles to share information, trends, goals and communicate team and industry updates• Implemented a consistent method to report associate metrics through development of employee scorecards and holding regularly scheduled one on one monthly meetings

• Led a team of client administration professionals to significantly improve their overall quality and productivity through superior coaching and leadership, as proven by achieving the highest quality in the department• Oversaw all people related activities; communication, training, coaching, conflict resolution, career development, team building, hiring and progressive discipline if required• Participated in and led numerous special projects including working with peers across North America to implement two new roles to help improve the quality and efficiency of our fund operations, then supervising and leading both teams to success• Acted as project lead for Invesco’s implementation of Oracle Knowledge Management within our fund operations to enhance ease of use for internal policies and procedures• Nominated as one of 25 individuals globally to participate in Invesco’s “iMentor” program for emerging and high potential leaders sponsored by the Invesco Women’s Network.

Charlottetown

• Performed coaching on call skills, researched and resolved escalated situations, helped my team build industry knowledge and successfully guided many reps through career advancements such as role changes and leadership promotions• Driving force behind building consistency in service, knowledge and skillsets with peer teams

Charlottetown

• Provided exceptional service to advisors and investors on their investment inquiries• Promoted through all three levels of the self-driven professional development program• Promoted to the Chairman’s Council team to support high net worth advisors and sales. Also specialized in complex retirement issues.

Bachelor Of Arts (B.A.), Journalism

• Served one term as the Managing Editor of the student newspaper, The Cadre. Managed the staff of 10-12 students with responsibilities.

Diploma, Newspaper Reporting

• Participated in two on the job trainings – The Guardian in Charlottetown, PEI and the Truro Daily News in Truro, N.S. • Recipient.