LINDA HÉBERT
Greenfield Park,QC
Summary
Accomplished leader with expertise in strategic planning and grief education, formerly at Manulife. Spearheaded global teams, enhancing client-driven processes and operational leadership. Recognized for modernizing technology and winning awards for inspirational leadership. Adept in stakeholder networking and agile change management, driving impactful solutions with a focus on diversity and risk mitigation.
Overview
26
26
years of professional experience
Work History
Grief Educator
Consultant
Montreal, Canada
09.2023 - Current
- Designs and delivers evidence-informed education on grief related to loss, illness, and life transitions
- Facilitates group learning and peer-to-peer support to build emotional literacy, resilience, and compassionate responses
- Collaborates with organizations to promote inclusive, trauma-informed, grief-aware practices
Director, Insurance Support Services
Manulife
Montreal, Canada
10.2020 - 03.2022
- Led 5 Global teams (100 employees) responsible for supporting insurance operations of 9 business units: Learning & Design, Knowledge Management, Change Management, Quality Assurance and Reporting
- Managed the relationship with Global stakeholders, liaising with their leadership team on governance, SLA tracking, training, quality assurance, and other key areas.
- Led a mandate to establish a highly skilled team able to support global insurance operations cohesively:(i) documented all processes, and (ii) designed training and digitalized Learning & Design
- Hired and mobilized highly skilled personnel to build high-performance teams and reduce internal risk; supported their professional development and ultimately built actively engaged teams through education & training.
- Risk Champion, influential leader promoting a healthy risk culture across Individual Insurance Services
- Key Achievements:
- Modernized reporting functions with Power BI.
- Created and implemented a Change Management Program focused on Customer Service Excellence.
Head of Claims
Manulife
Montreal, Canada
09.2017 - 10.2020
- Headed an expanded global team of 350+ employees in Canada and Manila following a change in leadership; Life, Investment and Living Benefits Claims, (Insurance/Reinsurance/Affinity Markets) Policy Owner Services, Mortgage Creditor Claims, New Business, Travel and TPA (Third Party Support for Affinity Markets)
- Guided and delivered a major technology modernization project by leveraging expertise in role alignment, new technology, skills development, cross-training, and succession planning
- Led, mobilized, and developed a team of 9+ leaders
- Managed a network of senior leadership stakeholders (global reinsurance, executive leadership, plan sponsors, legal, Product, IT, industry associations (Advisors and Clients); participated in strategic decision-making as a partner:
- Identified opportunities to improve operations, optimize client experience and reduce risk; presented special projects to leadership and managed their execution, from ideation to delivery
- Key Achievements
- Planned and presented a business case to leadership, proposing to right-size the reinsurance team; amalgamated teams to mitigate risks while positively influencing engagement & retention.
- Initiated a special project to transition towards an AWD platform, allowing the elimination of paper and shift to electronic platforms for all Life Benefits & Claims teams
- Earned 2019 Star of Excellence Award for inspirational leadership, transparency & continuous improvement
- Guided the team to win the 2019 Star of Excellence Team Award, embodying ‘Get it Done together’ values
Director, Best Practices (Life & Living Benefit Claims)
Manulife
Montreal, Canada
06.2015 - 08.2017
- Led the initial mandate to build and implement the first best practices across the business unit of 50 employees in various locations (Manila, Kitchener, Montreal, Halifax, Toronto)
- Built relationships and maintained a strong network of internal stakeholders (senior management, sales, underwriting, product & legal); assessed varying needs across 5 business entities and innovated best practices
- Intervened to resolve all escalations by liaising with clients, advisors, and plan sponsors.
- Key Achievements
- In addition to developing and implementing best practices, I assumed leadership of a 100+-employee group across five global teams.
- Modernized best practices through multiple projects, including industry benchmarking and new technology
Director, Client Services
Manulife
Montreal, Canada
07.2014 - 06.2015
Director, Travel Claims (Affinity Markets)
Manulife
Montreal, Canada
06.2013 - 06.2014
Director, Individual Insurance Services
Manulife
Montreal, Canada
04.2012 - 05.2013
Manager, Individual Insurance
Manulife
Montreal, Canada
07.2011 - 04.2012
Supervisor, Absence Management Solutions (Group Benefits)
Manulife
Montreal, Canada
02.2008 - 07.2011
Coordinator, Volunteer Operations
Montreal Sexual Assault Center
Montreal, Canada
07.2000 - 01.2008
- Led recruiting efforts to support the non-profit 24/7 crisis line, functioning with 98% volunteer staff
- Built and led training programs on industry skills: active listening, psychosocial support, issues pertaining to sexual violence, suicide, and ethics
- Motivated, mentored and engaged the team; maintained their skills to support the organizational mission.
- Collaborated with external stakeholders, including prosecutors, medical teams, psychologists, social workers, and other relevant professionals.
Education
Proficiency Certification - French
McGill University
05-2026
Certificate in Psychologically Safe Leadership Program -
University of New Brunswick
04-2026
Grief Educator Certification -
David Kessler - Grief Expert
02-2023
High School Diploma - other
Richelieu Valley Regional High School
QC01.1980
Skills
- Strategic Planning & Solution Execution
- Grief education
- Facilitation skills
- Online teaching
- Peer mentoring
- Operational Leadership & Agile Change Management
- Business Acumen
- Financial Management & Cost Effectiveness
- Strategic Decision Making
- Global Talent Development & Diversity
- Client-driven Process Improvements
- Management of High Priority Projects
- Program Management
- Stakeholder Networking & Needs Analysis
- Resource Planning & Right Sizing
- Intrapreneurial Drive
- Risk Mitigation
Other Skills
Fully bilingual in French and English, MS Office (Word, Excel, PowerPoint, Outlook, Teams)
Volunteer Contribution
- Mentor, Gen-Next program, Manulife, 01/01/21, 12/31/22
- Volunteer, Hope & Cope, Oncology and Hematology Clinic, 09/01/22, present
Timeline
Grief Educator
Consultant
09.2023 - Current
Director, Insurance Support Services
Manulife
10.2020 - 03.2022
Head of Claims
Manulife
09.2017 - 10.2020
Director, Best Practices (Life & Living Benefit Claims)
Manulife
06.2015 - 08.2017
Director, Client Services
Manulife
07.2014 - 06.2015
Director, Travel Claims (Affinity Markets)
Manulife
06.2013 - 06.2014
Director, Individual Insurance Services
Manulife
04.2012 - 05.2013
Manager, Individual Insurance
Manulife
07.2011 - 04.2012
Supervisor, Absence Management Solutions (Group Benefits)
Manulife
02.2008 - 07.2011
Coordinator, Volunteer Operations
Montreal Sexual Assault Center
07.2000 - 01.2008
Proficiency Certification - French
McGill University
Certificate in Psychologically Safe Leadership Program -
University of New Brunswick
Grief Educator Certification -
David Kessler - Grief Expert
High School Diploma - other
Richelieu Valley Regional High School