Cathryn Kelly
Halifax,NS
Summary
Transformative Director with 15+ years of Leadership experience in Finance and Insurance. Results focused with a proven track-record of delivering high-quality results in a fast-paced and dynamic environment. A versatile professional well-versed in developing and executing effective business strategies while overseeing financial performance. Thorough knowledge of insurance benefit operations paired with significant experience communicating with stakeholders at all levels of the organization
Overview
17
17
years of professional experience
Work History
Director, Workforce Optimization & Financial Mgt
Manulife Financial
Halifax, NS
11.2022 - Current
- Developed and implemented strategies to improve operational efficiencies in Canadian Operations, reducing operating expenses by 10% in 2023. This equated to $6.5 million in savings
- Led Workforce Management team through significant change as the focus of the role transitioned into a Workforce Optimization focus - introducing strategies to align Capacity Planning processes with strong Financial Management for team of 1,600 employees
- Created and maintained monthly reporting to track budget performance against actual results. Achieved financial targets for segment with a $49 million target. The first time department achieved target in several years
- Achieved high Client Experience targets with tNPS over 40pts while delivering efficiencies
Director, Insurance & Bank Contact Centres
Manulife Financial
Halifax, NS
02.2019 - Current
- Leader of Contact Centre Operations with 350+ employees across multiple, global locations
- Developed service recovery strategy, executed strategy on time and achieved consistent service stability during 4 years in role
- Utilized data to identify source of prolonged service issue and stabilized service while delivering saving of $300,000 in first year
- Introduced enhancements to service model which resulted in notable improvements to client experience and an increase of 57% to net promoter score.
Business Consultant
Manulife Bank
Halifax, NS
02.2017 - 02.2019
- Represented business in large-scale projects from inception to delivery, including development of Chat Bots, AI processing, Mobile App development, and additional digital solutions
- Introduced new methods, practices and systems to reduce turnaround time, resulting in reduced operating costs
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Led corrective action plans to manage and mitigate risk
- Strengthened Bank Operations by providing governance over processes, analyzing results, developing solutions and monitoring implementation.
Manager, Workforce Management & Advisor Services
Manulife Bank
Halifax, NS
08.2011 - 02.2017
Manager, Policy Owner Services
Manulife Financial
Halifax, NS
08.2007 - 08.2011
Senior Accountant
Butterfield Fund Services
Halifax, NS
02.2007 - 08.2007
Education
BCOMM -
St Mary's University
Halifax10.1995
CPA Program, Financial Accounting, Management Accounting, Audit and Assurance -
Nova Scotia
MBA, Statistics, Marketing, Accounting, Finance -
St Mary's University
Halifax, NSSkills
- Strategic planning
- Team Leadership
- Coaching and Mentoring
- Budgeting and forecasting
- Risk management
- Performance metrics analysis
- Change mangement
Accomplishments
Nominated for Stars of Excellence Award, the most prestigious award recognizing those who make the top contributions globally
Timeline
Director, Workforce Optimization & Financial Mgt
Manulife Financial
11.2022 - Current
Director, Insurance & Bank Contact Centres
Manulife Financial
02.2019 - Current
Business Consultant
Manulife Bank
02.2017 - 02.2019
Manager, Workforce Management & Advisor Services
Manulife Bank
08.2011 - 02.2017
Manager, Policy Owner Services
Manulife Financial
08.2007 - 08.2011
Senior Accountant
Butterfield Fund Services
02.2007 - 08.2007
BCOMM -
St Mary's University
CPA Program, Financial Accounting, Management Accounting, Audit and Assurance -
Nova Scotia
MBA, Statistics, Marketing, Accounting, Finance -
St Mary's University
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