Experience

London life / Great-West Lifeco Inc

• Insurance
• 100 - 200 Employee

• Associate Manager, Advisor Investigations, Market Conduct

  • Jan 2016 - Present

  I lead a team of Investigators that handle allegations against Advisors regarding negligence or advisor misconduct.

• Assistant Manager

  • Jun 2011 - Dec 2015

  •Provide daily support to staff•Manage staff training requirements •Continuously review and manage team performance•Interpret and proactively respond to client and business partner requests •Handle escalated issues •Consistently develop written communication for our current business line and others at all levels of the organization•Organize and facilitate meetings with individuals from all levels of the organization including our teams •Ability to work under pressure and meet targets •Liaison between corporate business partners, other areas within Head Office including our Client Service Centre•Negotiate process / procedures specific to business lines•Manage “pilots” of new training initiatives •Debrief learners and observers•Report results to stakeholders and sponsors•Make recommendations for implementation and implement change as required•Support implementation and obtain post implementation feedback on effectiveness Show less

• Client Service Specialist Great-West Life Insurance

  • Sep 2009 - Jun 2011

  •Provide daily support to staff•Respond to staff requests in a timely and accurate manner•Navigate multiple mainframe systems and applications simultaneously •Interpret and proactively respond to client and business partner requests •Handle escalated issues •Develop written communication for our current business line and others at all levels of the organization•Organizer and facilitate meetings with individuals from all levels of the organization •Review written communications composed by staff before the communication is sent out to the client •Act as a leader for projects related to Great-West Life Insurance business •Liaison between corporate business partners and the Client Service Centre•Negotiate process / procedures specific to business lines•Manage “pilots” of new training initiatives •Debrief learners and observers•Report results to stakeholders and sponsors•Make recommendations for implementation •Support implementation and obtain post implementation feedback on effectiveness •Recommend and implement change as required Show less

• Training & Development Specialist Great-West Life Insurance

  • Sep 2006 - Sep 2009

  Instructional Design•Conduct training needs analysis•Gather data, analyze and recommend training / learning solution•Establish sequence of training•Draft training design including: identifying the context, research subject matter, choosing methods, media and delivery•Determine evaluation and performance improvement measures, methods and processes•Create performance based procedural job aidsFacilitation / Teaching•All new hire and ongoing development training sessions for business line•Facilitate individual and group activities using interaction and discussion techniques•Deliver training in accordance with accepted adult education principles and practices using varied and creative training methods•Engage learners through effective interpersonal communication skills•Evaluate learner performance, assess knowledge/skills transferred and ensure performance criteria is met•Ongoing evaluation of own performance as facilitator / teacher using reflective journal•Regular evaluation of learner satisfaction using in-person interview and feedback formsCommunication•Develop written communications for 40+ team and others at all levels of the organization •Compose written reports for review by Senior Management•Organize and facilitate meetings with individuals from all levels of the organizationProject Management•Act as manager for all projects related to London Life Insurance business•Liaison between corporate business partners and Client Service Centre •Negotiate all process / procedures specific to business line•Manage “pilots” of new training initiatives•Debrief learners and observers•Report results to stakeholders and sponsors•Make recommendations for implementation•Support implementation and obtain post implementation feedback on effectiveness•Recommend and implement change as required Show less

• Assistant Team Leader Great-West Life Insurance

  • Mar 2006 - Sep 2006

  •Ongoing training and coaching of team of 15+•Provide daily support to staff •Respond to Staff requests in a timely and accurate manner•Navigate multiple mainframe systems & applications simultaneously•Completed daily schedules in a timely and accurate manner

• Client Service Representative Great-West Life Insurance

  • Jun 2002 - Mar 2006

  •Interpret and proactively respond to client & business partner requests•Respond to requests in a timely and accurate manner while meeting call handle time targets•Navigate multiple mainframe systems & applications simultaneously



Wal-Mart Canada

• London, Canada Area

• Customer Service Manager

  • Jan 1998 - Aug 2002

  •Interview and hire new staff Ongoing training and coaching of team of 20+ •Manage day to day operations of store •Meet monthly productivity targets •Ensure store consistently met standards of the organization, WSIB and Board of Health •Manage and implement projects driven out by the organization •Complete daily audits on all registers •Interview and hire new staff Ongoing training and coaching of team of 20+ •Manage day to day operations of store •Meet monthly productivity targets •Ensure store consistently met standards of the organization, WSIB and Board of Health •Manage and implement projects driven out by the organization •Complete daily audits on all registers