Norm Smith Email & Phone Number

Bowmanville, On, Ca

Toronto, Ontario, Canada

My focus is to support and partner with Canadian leadership as well as second line of defense Risk and Compliance stakeholders to assess operational risks, enhance control frameworks, provide oversight on risk policy requirements and ultimately enable the business to evolve while maintaining risk within appetite. I oversee a comprehensive portfolio of risk activities in support of Group Retirement Services (GRS) and operate as a strategic business partner for Canadian leaders. My team operates as trusted risk consultants in the planning and execution of risk initiatives, policy rollouts and strengthening the risk management culture within the business.

Toronto, Canada Area

In this role, I am overseeing all Governance related activities within the CSC ensuring compliance with external and internal practices and regulations. I also am responsible for development of the strategic direction and evolution of Governance related processes, with the goal of streamlining and developing best practices in this space. A second pillar to this role is made up of the support and delivery of strategic pilots within the CSC. This oversight calls for support of strategic planning, resource and cost planning, build and delivery of all elements of the pilots supported in this portfolio. The third focus of this role is my responsibility for delivery as well as the development of strategic direction for the CSC's Administration team. This team provides support and delivery of several business critical needs on a daily basis, including scrubbing and delivery of daily leads to the CSC's life insurance licensed sales teams, as well as review and processing of asset consolidation, saves activities, and Retirement form processing (among many other critical tasks.)

Toronto, Canada Area

Responsible for leading all aspects of the CSC Business Model Review project as well as supporting the Sun Life Financial Distribution Solutions pilots executed within the CSC. Leading the CSC Business Model review project includes providing both general project oversight as well as subject matter expertise and key work stream leadership support across the project. Reports directly to the AVP, CSC Best Practices and Operations Design and act as a key change agent for this critical project.• Provided insight and direction to the creation of the project governance structure, including the business plan, project support team structure, key work streams and high level project timeline• Collaborated with key internal stakeholders and support teams within and outside of the CSC to support the overall project objectives. Included partnership and socialization with GB & GRS BD/Market Development, Cdn Ops TKQ/BWCCC/Admin, Individual Distribution (link to SLFD work), CS Product/Marketing/Market Development• Led designated key project work streams adhering to established timelines and key deliverables• Provide subject matter expertise (SME) support on all aspects of project, directly or through coordinating the required support through partner teams • Prepared and deliver key presentations and updates to project stakeholders and other key internal parties throughout the various stages of the project• Acted as a central point of contact for the project for team members and other internal stakeholders and executives• Led the design and execution of various CSC pilots (Q3, 2017 and Q1 2018) in support of CSF advisors and SLF's broader retail strategy• Collaborated with key business partners in the CSC and Individual business partners• Presented pilot recommendations, results, and feedback to senior SLF Canada executives

Support and drive Knowledge Management direction within a fast-paced and growing call centre environment. Oversee intake and communication of day to day direction based on operational needs of the call centre made up of insurance licensed staff. Manage team of subject matter experts who support change management within the Client Solutions Centre (CSC). Directly involved in resource management and planning of strategic initiatives within the CSC, as well as being heavily involved in project direction and implementation planning. Lead and influence operationalization of strategic initiatives including introduction of new products, procedures, technology, and legal or regulatory updates with a client service focus to meet the needs of Sun Life sponsors and members, as well as call centre staff. Employ a user experience lens to all efforts while keeping member/sponsor experience at the forefront of decision-making and prioritization.- Work closely with Sales and Service leadership to shape direction of initiatives in support of sales and service targets- Influence planning of strategic initiatives based on resourcing as well as strategic importance and timeliness- Extensive work with compliance and legal partners to accommodate ever changing Life Insurance regulatory environment while meeting ongoing reporting needs- Development and maintenance of Quality Assurance program for call centre made up of licensed sales staff as well as non-licensed Service team ensuring regulatory needs are met and in support of the CSC’s high quality expectations of its staff- Have presented to and collaborated with internal partners such as the VB AE community on the purpose and focus of the CSC, including sharing detailed outlines of product offers and call centre processes- Significant experience updating systems as well as introducing new programs for use by call centre staff- Completed Sun Life’s Brighter Way Management Systems program for Knowledge Management team

- Act as Subject Matter Expert (SME) for various sales and service teams within the Client Solution Centre on project efforts- Work included product design and implementation, process creation, gap resolution, communication, training, system enhancements/introductions- Maintain focus on departmental and corporate goals as the backdrop for decision-making. Used situation analysis and a lens toward client and user experience for all proposed and implemented solutions.- Extensive work with legal, compliance and privacy partners in negotiating sales and service processes and approaches for a call centre environment- Regularly train insurance licensed sales staff on sales approaches and changes- Worked to ensure all group product and processes developed aligned with corporate strategy and worked in concert with Career Sales Force (individual) sales practices

Toronto, Canada Area

- Registered as life insurance and investment sales representative across Canada- Helped group members who were leaving group employment with investment and insurance decisions by providing rollover and conversion solutions- Assisted retiring members with savings and income proposals and product solutions, as well as insurance strategies- Acted as investment advisor to members exiting group plans who were seeking investment advice

Toronto, Canada Area

- Registered as licensed insurance agent related to automobile and residential insurance (Other than Life or OTL licensed)- Sales role managing inbound and outbound calls in a call centre environment- Provide high level professional advice for prospective clients- Authority to accept or decline business in line with business practices and rules- Focused on client service excellence

Oshawa, Ontario

- Registered as a licensed Financial Advisor and life insurance agent- Initiate and build client relationships- Worked independently to create prospect pipeline, develop relationships and create clients- In-depth knowledge of investments, retirement, education and estate planning; as well as insurance products and strategies- Create and propose investment and insurance strategies to individuals, families and small business owners- Worked with administrative assistant on management of daily office issues as well as marketing campaigns and promotion activities