Nicole LeClair
Kingston
Summary
Accomplished professional with extensive experience in business development and process optimization. Proven expertise in project management and data analysis, leading to informed investment decisions. Skilled in developing initiatives that streamline and standardize operations, driving efficiency and effectiveness. Ready to leverage a strong background to contribute to a forward-thinking organization that values results and dedication.
Overview
30
30
years of professional experience
Work History
VP, Operations
ASSURANT
Kingston
02.2023 - Current
- This role is responsible for two primary areas which include leading Canada Operations and U.S. Financial Services Operations Process Management team.
- In Canada, this role strategically plans, organizes, and leads the provision of services for the Operations Center and provides oversight of 3rd Party vendors through a team of managers and their respective teams.
- This role is responsible for researching & presenting opportunities to deploy technology or process enhancements that support Operational Efficiency and Operational Excellence for our partners’ programs and for the Canadian business and reporting digital enhancement & process automation opportunities, including potential cost savings, to the COO of Assurant.
- In the U.S, this role leads a team of U.S. Business Process Owners (BPOs) and is accountable for the execution of operations processes for one or more line of business or channels.
- This role leads process management and technology support for the strategy, execution, and deployment of capabilities throughout Operations.
- Ultimately, this role ensures delivery of operational and technology solutions, through a convergence of cross-functional teams, that generate business value and confirm that the results are measured, communicated, and continuously enhanced, resulting in an ongoing increase in customer and client satisfaction.
AVP, Head of Canadian Operations
ASSURANT
Kingston
08.2018 - 02.2023
- Lead, direct and monitor the day-to-day operations and people in the Kingston site and provide oversight of offsite/outsourced customer service support.
- Lead and support the efforts of the Business Process Optimization team; including reviews of existing and development of new processes and procedures based on client requirements, operational efficiencies, and resource availability.
- Work closely internal partners to ensure operations is running efficiently and to support the optimization of the people and culture within the Kingston site.
- Manage to the planned budget and goals that will support overall Canadian contribution to Assurant.
Managing Account Executive
ASSURANT
Kingston
04.2006 - 08.2018
- Overall relationship management of TD Bank portfolio, including TD, TD Retail Card Services, mbna & CUETS programs.
- Trusted Advisor to the Senior Management and Executive Teams at TD and within Assurant Solutions.
- Oversight of portfolios includes project oversight and management of strategic initiatives and new product implementations, reporting, budgeting, product development, problem resolution, contract renewals, annual strategic planning, preparation and facilitation of business reviews and negotiation of new procedural initiatives.
- Regular correspondence between all areas who impact the client relationship, including Finance, Legal, Compliance, Operations, IT, Marketing & Product Innovation.
- Central point of contact for all client inquiries and mitigation of any client issues/concerns regarding their respective programs.
- Ability to adapt to the various work ethics & styles of client contacts as well as the individuals within their external teams (IT, Operations, etc.).
- Provide regular communications to Business Development and Product Innovation to establish and manage client expectations and strategies for the respective programs.
Manager, Business Programming
ASSURANT
Kingston
05.2004 - 04.2006
- Developed the team dynamic in the absence of any prior department manager including job descriptions, roll-out of the Business Programming Department as the primary support team for the Canadian Operational site and the Canadian Sales and Marketing team, developed a budget for the department, developed training schedule and catalogue for the site.
- Effectively managed the training, scheduling, program implementations and project management for Assurant Solutions Canada in the areas of creditor insurance and extended warranty service contracts while maintaining budget and staffing requirements in the unit.
- Acted as key contact for the site with respect to product/program implementation plans and participated in the development of a streamlined implementation process for the Canadian Assurant business.
- Attended Annual International Operations Summit in Miami and was voted the spokesperson within my assigned team.
- Consistently exceeded annual goals-including people, project, and budget management.
- Consulted with team to determine career goals and individual development plans.
Manager, Canada Operations & Fulfillment
MBNA CANADA
Ottawa
05.2001 - 01.2003
- Led team to streamline operational workflows and enhance efficiency.
- Managed budget allocations to optimize resource utilization across departments.
- Coordinated cross-functional projects to align strategic goals with operational activities.
- Facilitated regular meetings to communicate updates and gather team feedback.
- Coached, mentored and trained team members in order to improve their job performance.
- Created monthly reports for senior management summarizing operational performance metrics.
Project Manager, Marketing Services
ROYAL BANK OF CANADA
Toronto
01.1996 - 05.2001
- Facilitated regular status meetings to track progress and address issues.
- Communicated project updates to stakeholders regularly and clearly.
- Managed multiple projects with competing deadlines simultaneously.
- Led meetings with internal team members, consultants and contractors.
Education
Bachelor of Arts -
McMaster University
Hamilton, Ontario04.1996
Skills
- Process and budget management
- Technology deployment
- Operational efficiency
- Data analysis
- Customer relationship management
- Strategic planning
- Change management
- Team leadership
- Stakeholder engagement
- Resource allocation
- Coaching and mentoring
- Staff recruitment and retention
- Performance metrics analysis
- Contract negotiation
Certificates And Training
- Excel Leadership Development, Harvard Business Publishing, 2020
- Difficult Conversations & Negotiation Skills Workshop, 2009
- Power Writing, Strategic Opportunity Management, 2008
- Project Management, PMI, 2006
Community Contributions
Vice President/President, Kingston Day Care Incorporated, Board of Directors, 07/01/13, 06/01/16, Oversight of the organization’s Executive Director and the various sites., Management of financials, human resources, marketing, and reputation in the community.
Affiliations
- Home Chef
- Travel
- Fitness
Accomplishments
- 3 time winner of the Top Notch Award for excellence in Client Management
- Recipient of annual stock plan award since 2018
- Awarded $1.2mm budget to modernize Canadian Operations and create efficiencies
- Recognized by XXX for providing best in class self service options for insurance customers, compared to Canadian industry insurance companies
References
References available upon request.
Timeline
VP, Operations
ASSURANT
02.2023 - Current
AVP, Head of Canadian Operations
ASSURANT
08.2018 - 02.2023
Managing Account Executive
ASSURANT
04.2006 - 08.2018
Manager, Business Programming
ASSURANT
05.2004 - 04.2006
Manager, Canada Operations & Fulfillment
MBNA CANADA
05.2001 - 01.2003
Project Manager, Marketing Services
ROYAL BANK OF CANADA
01.1996 - 05.2001
Bachelor of Arts -
McMaster University