Supporting the Manulife General Account Investment group by developing a multi-year strategy, overseeing the portfolio of projects needed to deliver on strategy, and leading large optimization initiatives.

• Oversee a global team supporting operational servicing and reporting for asset management clients, which includes delivering key information to support the investment process, fielding stakeholder inquiries, and providing updates for RFPs, DDQs, and firm reviews. • Set strategy and vision for group, delivered management training, conducted performance evaluations, and provided coaching and mentorship. • Oversaw the team through the final phases of the implementation of a transformation project to migrate reporting for clients across Asia, Canada, and the U.S. onto the global platform, which enhanced scalability and growth and reduced unit costs by 50%. • Established the organizational mission, structure, and execution plan to provide client support, align global responsibilities, and ensure consistency across processes and controls.• Designed a website for the global team to centrally manage priorities, deliverables, procedures, and onboarding, which streamlined administrative processes and increased transparency for stakeholders. • Oversee a budget of $3.5M for 20K client deliverables per year in coordination with a global team spanning the U.S., Canada, Hong Kong, and the Philippines. • Led the Global Wealth and Asset Management Operations component of a corporate program to improve customer experience, collaborated cross functionally to develop plans, and set targets to improve digital processing by 20% over five years.

• Managed a team of 10 to build out a shared service for global operations, executed service intake processing, monitored team objectives, oversaw SLAs, provided risk oversight, managed stakeholder expectations, and tracked operational performance. • Supported the Global Head of Operations with overall strategy, P&L ownership, executive presentations, employee engagement, and project prioritization.• Developed a structure for analyzing key metrics across global operations through coordinating cross-functionally across all levels of the organization and delivered findings to senior leadership. • Established policies for global operations risk management processes, which created the basis for an operational risk function.

• Supported the analysis and planning of a business case valued at over $200M to build a shared global service for investment operations, which included evaluating business functions, creating a financial model, and delivering presentations to senior leadership to garner approval. • Coordinated with team members to set strategy for combining four major operational units with over $850B in assets into one global shared service with technology to support business scalability. • Led business process design meetings as part of the business case development and participated in discussions with functional leads to identify opportunities for centralizing functions.

• Supported efforts to drive increases in enterprise value through the development of key financial and performance metrics across the Investment Operations and IT groups. • Created Executive metrics packages, built a financial model to support the implementation of a new financial framework, and improved strategic planning, budgeting, and expense management.• Delivered a cost model to support a business case for creating a global operations shared service.

• Led a team of 11 supporting the sales operations, sales reporting, and CRM data quality for our US Annuities business with $3 Billion in sales in 2010 & 2011 and U.S. Mutual Fund business with $13B in sales in 2012 and $23B in sales in 2013.• Led a project stream in the merger of the Annuities and Mutual Fund Distribution, established an efficient process for gathering data for the CRM platform, and improved communications to deliver quality insights to Sales Managers for campaigns.• Served as a key resource for the COO to execute strategic initiatives, transitioned the sales team from paper marketing to iPad, led territory realignments, and reduced IT costs by $100K per year.

• Led and coached a team of six to develop and improve skill sets for prospecting, relationship management, presentations, and career development, which enabled the team to meet 107% of annual sales quotas and resulted in promotions for four team members to leadership positions.

• Coordinated with one wholesaler, achieved $250M in sales over two years, served as key resource for new employees, and received a promotion to Senior Internal Wholesaler within one year.