Sonia Greco
St. Leonard,Canada
Summary
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
25
25
years of professional experience
Work History
Director, Sponsor Services
Manulife
09.2020 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
Manager, GRS Plan Sponsor Services
Manulife (MBPS)
10.2018 - 10.2019
- Supporting with the transition of work moving from onshore to offshore
Manager, GRS Plan Sponsor Services
MANULIFE
10.2017 - 10.2018
- Accountable for the service strategy, service deliverables and leadership for staff
- Effective management of staffing and service levels for the overall success of GRS, PSS
- The ultimate-goal is to provide superior service that meets the needs of each individual customer, as well as providing effective solutions that enhance the service experience for our inforce clients working with applicable business partners as needed
- This team is accountable for relationship management with the highest profile Plan Sponsors
Manager, Contracting & Compensation
MANULIFE
06.2015 - 10.2017
- Accountable for day to day administration of Commissions, Compensation, Debt collection Contracting, Transfers, Advisor Contact Information & Agent Benefits
- Manage service delivery within the established service level agreements, managing escalated customer issues, compliance issues/concerns and ensuring the operations provides accurate, timely and real value to our Distributors
- Ensure strong controls are in place to mitigate errors and maintain high quality
- Responsible for providing leadership, technical direction, performance management, coaching, recruitment, development of staff, and the creation of a positive and productive work environment
- Participate, recommend and implement strategic direction for all teams regarding resource planning, service model/structures and overall operating efficiencies
- Ensuring adherence to regulatory environment and industry standards
- Create and maintain strong internal (i.e
- Product partners, sales channels, subsidiaries, policy and service areas) and external (i.e
- Advisor/Distributors) working relationships
- Define and implement strategies to develop a continuous improvement culture in Operations
- Build culture of strong client service
Senior Business Analyst, Customer Experience
MANULIFE
06.2014 - 06.2015
- On site lead for Montreal project implementations
- Analyze, identify gaps, create SBC’s and financial appendixes & propose solutions
- Work with the PODs team for one time projects and/or changes to current workflows
- Completed Initiatives: H&D imaging Project, Mail Services Delivery program
- In progress: Standard Life Integration, Avaya 1X upgrade, Affinity PCI
Manager, Operations Shared Services
MANULIFE FINANCIAL
01.2010 - 06.2014
- Managing a team of over 30 employees
- Same responsibilities as below but for Montreal only
Manager, Imaging Services
MANULIFE FINANCIAL
01.2005 - 01.2010
- Manager, Office Services – Eastern Region
- Managed the daily operations for mail, Switchboard / reception, imaging and records management services in both the Montreal and Halifax locations
- Effectively managed the Halifax team through virtual management
- Currently managing the daily operations for Imaging Services Montreal
- Complete monthly expense and FTE reporting for multiple work areas
- Complete budget cycle for multiple work areas
- Complete yearly objectives for Office Services staff
- Motivate, coach and mentor staff to ensure team objectives are met
- Complete hiring and terminations and effectively deal with performance issues
- Implement process improvement initiatives to streamline processes and realize costs savings for Canadian Division
- Consistently meet set service level agreements
- Strong ability to balance multiple priorities and projects
Supervisor
MARITIME LIFE
10.2000 - 01.2005
- Manage the daily operations for mail, reception / switchboard, print & stockroom services
- Complete monthly expense reporting
- Assist in the completion of the yearly budget
- Participate in forecasting exercise
- Hire, terminate and performance manage a team of entry level staff
- Develop staff objectives and perform mid-year and year-end performance appraisals
- Ensure daily SLA’s are met in regards to the services provided
- Hold quarterly meetings with key clients to ensure client needs are met
- Bring forward process improvement ideas to streamline processes and realize cost savings
Mail Administrator
MARITIME LIFE
05.2000 - 10.2000
- Open/sort all incoming mail
- Process outgoing mail
- Mail distribution
- Reception relief during the lunch hours
- Sort incoming health & dental claims
- Filing of group disability files
Administrative clerk – Individual Insurance, POS
MARITIME LIFE
01.2000 - 05.2000
- Open/sort incoming mail
- Process outgoing mail
- Complete address changes for clients
- Filing
- Customer service support
Education
Management Certificate -
St. Mary’s University
Halifax, NS05-2005
DEC - Languages
Dawson College
05-1990
Secondary V Diploma -
John F. Kennedy High School
06-1987
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- Employee development
- Change management
Personaldevelopment
- United Way Campaign
- Customer Experience Social Committee
- Bright Ideas committee
- Global Women’s Alliance (GWA)
- Rising Star of Excellence Honoree – 2014
- Leadership impact Nominee – 2017 & 2018
- Stars of Excellence Honoree - 2020
Languages
English
Native or Bilingual
French
Full Professional
Italian
Native or Bilingual
Timeline
Director, Sponsor Services
Manulife
09.2020 - Current
Manager, GRS Plan Sponsor Services
Manulife (MBPS)
10.2018 - 10.2019
Manager, GRS Plan Sponsor Services
MANULIFE
10.2017 - 10.2018
Manager, Contracting & Compensation
MANULIFE
06.2015 - 10.2017
Senior Business Analyst, Customer Experience
MANULIFE
06.2014 - 06.2015
Manager, Operations Shared Services
MANULIFE FINANCIAL
01.2010 - 06.2014
Manager, Imaging Services
MANULIFE FINANCIAL
01.2005 - 01.2010
Supervisor
MARITIME LIFE
10.2000 - 01.2005
Mail Administrator
MARITIME LIFE
05.2000 - 10.2000
Administrative clerk – Individual Insurance, POS
MARITIME LIFE
01.2000 - 05.2000
Management Certificate -
St. Mary’s University
DEC - Languages
Dawson College
Secondary V Diploma -
John F. Kennedy High School
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