Tracey Harding
London
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
Associate Manager
Canada Life
04.2019 - Current
- Lead a team of 17 staff members handling both Individual and Group policies working on 4 different production systems
- Initiate and encourage process improvements based on team deliverables resulting in enhanced productivity
- Oversee Onboarding and training for new team members, as well as requesting and maintaining all appropriate system access
- Recruited, interviewed and hired employees for vacant positions , leading to successful realignment of tasks and maximizing productivity
- Successfully manage annual budget specific to my team cost center
- Establish performance goals for employees and provide continuous coaching leading to success in reaching goals by year end
- Monitor Quality Assurance of staff and ensure any findings are corrected by deadline, including investigating rebuttals
- Conduct regular one-on-one coaching sessions with each member of my team, providing constructive feedback and identifying areas of improvement through data-driven analysis
- Encourage employee engagement and inclusivity, promoting a positive and thriving workplace
- Monitor and approve all Time off requests ensuring staff is meeting company codes and guidelines
- Ensure all staff members are up to date on annual Code of Conduct, Anti-Money Laundering, Fraud Protection and Privacy & Complaint courses
- Streamlined processes and distribution for increased efficiency and time savings
- Establish and maintain strong professional relationships with internal and external partners by means of collaboration and integrity
- Handle complex escalations and provide exceptions under mindful business consideration, with the vision of ensuring the customer is at the center of all we do
Training and Development Specialist
Canada Life
03.2017 - 04.2019
- Successfully conduct Onboarding training to new staff
- Provide continuous training to existing staff on new or updated processes, and complex tasks to increase productivity levels
- Encouraged a culture of continuous learning and professional growth among staff
- Evaluated training effectiveness through staff quality control results, resulting in continuous improvement to material
- Provide open, regular support for Payout Annuities – Admin and New Business teams as well as Canada Life Savings team, supporting 3 different production systems
- Provide ongoing mentorship and coaching for all staff
- Wrote training guides for Payout Annuities staff according to documented processes and guidelines
- Collaborate with cross functional teams, such as Process writers to develop staff resources resulting in consistent quality work
- Facilitated Email and Telephone Workshop for new staff within Wealth Management supporting customer service and relationship driven work
Sr. Client Service Specialist (Wealth Management, Individual Savings)
London Life Insurance Company
10.2012 - 03.2017
- Handled High Net Worth clients by processing their work accurately and in a timely manner. Also processed adjustments and special requests as required
- Processed Nominee work and answer inquiries from the field
- Contact on the team to review and submit PEPF forms to Compliance. Email team members for missing requirements as they are requested from Compliance
- Adjustments/corrections
- Customer service
- Up-to-date on legislations
Greenough Environmental Consulting Inc.
10.2011 - 06.2012
- Provided Assistance to President and Vice President of Operations of company
- Created Invoices for the jobs done by our consultants day-to-day
- Manage spreadsheets valued to our company such as Invoicing, Projects, Proposals, Scheduling and more
- Assisted in writing reports, proofread and editing
- Collected Accounts Receivable
- Paid company’s Invoices
- Read slides under microscope and determine if results are within regulation
- Acted as Security Operator for company (sending applications for security clearance, and maintaining files according to expiry dates)
- Set up internal meetings
- This position allowed me to further expand my Administrative skills in addition to taking on greater responsibility in the office setting.
London Life Insurance Company
01.2008 - 09.2011
- Processed Death Claims for single life annuities and segregated products with accuracy and attention to detail
- Worked directly with both clients and the insurance advisors regarding policy details and processing
- Stayed organized when working on multiple projects (claims)
- Consistently met strict process deadlines
- Collected account overpayments (receivables) from clients
- Kept files current and ordered
- Produced excellent results in Quality Assurance which included measures for accuracy and timeliness
- Provided advisors with assistance and support on many aspects of policy and document processing
- Attained knowledge and remained current on Anti-Money Laundering information
- Attained knowledge and remained current on legislation for Annuity products within Canada
- Worked as individual contributor and collaborated as a team on projects such as Missing Person’s, TD 1 and Certificate of Existence which required searches and research to gather the information required, communicate with stakeholders and keep the client information database accurate and current.
- Processed address and banking changes for client files and database
- Provided Power of Attorney updates to files
- At London Life I was hired in an entry level admin position and progressed to take on increasing administrative responsibilities over the course of my employment.
- Administration and Claims Processing (Death Claims Department)
- New Business Coordinator (Payout Annuities Department)
- Administration (Individual Retirement and Investment Services Department)
Education
No Degree - Professional Leadership Certificate
Western University Continuous Learning
07-2022
No Degree - Adult Education Certificate
Conestoga College, Continuous Learning
04-2020
Diploma - Business Marketing
Fanshawe College
12.2007
Skills
- Performance evaluation with emphasis on accuracy
- Operations management
- Staff training and development
- Effective verbal and written communication
Timeline
Associate Manager
Canada Life
04.2019 - Current
Training and Development Specialist
Canada Life
03.2017 - 04.2019
Sr. Client Service Specialist (Wealth Management, Individual Savings)
London Life Insurance Company
10.2012 - 03.2017
Greenough Environmental Consulting Inc.
10.2011 - 06.2012
London Life Insurance Company
01.2008 - 09.2011
No Degree - Professional Leadership Certificate
Western University Continuous Learning
No Degree - Adult Education Certificate
Conestoga College, Continuous Learning
Diploma - Business Marketing
Fanshawe College
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