Michael Bélanger Email & Phone Number

Montreal, Qc, Ca

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Accountable for driving continuous improvement, defining and delivering innovative best practices and processes, and leading change across all GB Admin functions, from internal operations to client service delivery. Accountable for developing a governance structure that creates consistency and efficiency across operations, in partnership with the GB Admin leadership teamAccountable for working with leaders across multiple lines of business to develop and execute on the business vision, and goals that will deliver on priorities related to client focus, productivity, efficiency and talent managementAchievements:• Increased client satisfaction with Best Practice service delivery & support by 41% (6.6 to 9.3/10 avg score) through Consulting skills definition, training, regular VOC surveys and individual coaching, as well as improved client communication through both progress reporting and regular touchpoints • Increase annual CI benefits delivery by 492% (from 10.1K to 49.8K/FTE) through clear goal setting, strong visual management, aligned KPI’s at the individual accountability level, effective prioritization & capacity management, regular progress reviews, as well as coaching & support • Increased employee engagement score by 94% (from 45.8% to 88.8%) through strong listening, regular 1:1’s & huddles, increased team communication effectiveness, engaging and empowering employees to solve their own problems, annual coffee chats & bear pits, regular recognition and encouragement, fostering a sense of community with team building activities, creating a vision and clear direction with quarterly look-back/look forward events• Reduced ah-hoc demand by 35% and increased ‘In-TAT’ delivery by 11% through centralization of intake, backlog, aging & TAT reporting at the team and individual level, huddle progress reviews & discussion, multiple CI on main request types to create ‘self-serve’ options reducing the need for support

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Accountable for the design and delivery of content, methodologies, tools and training initiation associated with the LEAN Management System (LMS) in order to support the adoption of a consistent approach to management, continuous improvement practices and client focus at Sun Life Financial. Accountable for training, management and development of LMS Senior ConsultantsAccountable for the development, implementation and management of key performance indicators for the four quadrants of the LMS balanced scorecard: People, Performance, Financials and Continuous ImprovementAchievements:• Recruited, trained and built from scratch a full team of highly engaged Senior LMS consultants who created, continuously improved and delivered the LMS program across Canada• Activated training on the LEAN management system of 10 000 employees and leaders across Canada over a 4 year period, leading to 29000 CI ideas and 9900 implemented for a total of $34M in capacity creation as well as 4.2M client touchpoint improvements in 2017 alone• Exceeded training objectives by 20% and improved the VOC results over the past two years by optimizing the use of resources and substantially improving the efficiency of the baseline program• Acted as trainer and coach on LMS content, methodology and application for over a dozen Senior Leaders within the organization• Developed the first CI prioritization and benefits tracking tool used within the different business areas during training• Developed the 2016 LMS team business plan, including operational budget, plans and processes for aligning the goals, management of results as well as employee engagement activities• Contributed through my ideas, work time and project/people management to the completion of CI ideas amounting to over 10 000 hours of capacity savings

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Accountable for the effective design, implementation and measurement of business processes to support the Health and Dental Claims (H&D) and Canadian Document Services (CDS) Business Units using LEAN Six-Sigma methodologies. Accountable to drive continuous improvement initiatives as well as contribute to the development of long term strategies for H&D and CDS business Units processes and technology Achievements:• Managed annually a portfolio of over a dozen CI opportunities, contributing to over $1M in savings• Worked in partnership with the business unit leaders to obtain support for proposed changes and maintain realized gains once changes were implemented• Lead the development of the CDS & H&D imaging & indexing system as well as training of all staff. • Trained and coached the CDS India Service Center employees and managed the start-up our off-shore operations• Designed, documented and implemented a workflow management tools, production/performance as well as quality tracking tools and process across all office locations• Led the development and implementation of all processes related to the Missing policy Holder Act for H&D claims

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Accountable for the management of H&D claims administrative support staff: Budget, Team goals, Key performance indicator development, results analysis and improvement, staff hiring & performance management of 20 employeesAchievements:• Deployed a Continuous Business Process Management and Improvement methodology throughout the team in order to maximize effectiveness and quality of work done by all staff members• Developed a team culture focused on client needs and personal responsibility of each individual to deliver expected results• Maintained meet or exceed expectation results for all tasks accomplished by the team on an annual basis• Increased the team productivity by more then 30% and quality by more then 50% through effective process management, performance management as well as the development of a quality and coaching program. • Developped cross-functional partnerships which increased speed of throughput by 15%• Obtained the highest rate of promoted employees in all of H&D by developing an effective employee selection process, providing increasing challenges to develop their competencies as well as providing coaching model adapted to their needs

Accountable for the management and implementation of the school dental program for the local health care centerAchievements:• Effectively planned, organized and implemented Quebec’s Preventive Dental Health Care Program across nine schools in the health care center area• Ensured school leadership & staff participation, appreciation and commitment to the program by creating strong relationships and engaging them in the process• Contributed to the increase in initiatives done over the year by changing the teams culture of confrontation with management to one of serving the clients as best as possible• Contributed to increased quality of the team’s outputs by increasing awareness of changes in work methods in the dental field and engaging co-workers to modify their habits• Compiled yearly statistical information showing team productivity and demonstrating the necessity and the effectiveness of the preventive dental health care program in the area• Taught children key dental hygiene methods, conducted dental examinations, made referrals to dentist when necessary, applied fluoride treatments

Lean Six-Sigma Black Belt, Transactional/Service Industry

Lean Six-Sigma Green Belt

Green Belt Of Six-Sigma Methodology

Human Resources Management

Diplôme D'Études Collégiales, Dental Hygiene/Hygienist