Marc Duvert

Experience

• 

  Scotiabank

  Jun 2010 - Mar 2021

  Oversaw daily operations of HR call centre, including scheduling, assigning cases/tasks, monitoring individual queues and workloadCoordinated and liaised with cross-divisional groups and communities of expertise to oversee successful launch of programs Worked on various cross-functional teams to leverage resources and allowed for consistent application of HR policy, processes and programs Led the COVID Time and Payroll SWAT Team and ensured immediate application of new COVID policies and initiativesMonitored individual performance using reporting analysis, defined controls, and employee-focused feedback mechanisms to ensure process/policy adherence (developed scorecard for better performance tracking, created job-aids and process documents to facilitate learning, prioritized workload and re-aligned resources to optimize results)Supported the HR Transformation by identifying deficiencies and recommending process and system enhancements (performed UAT/QAT for successful project launch, investigated and escalated system issues, led optimization projects resulting in departmental process improvements)Developed strategies based on trend analysis leading in increased team performanceIdentified deficiencies to senior management to develop solutions that improve departmental processesCompleted succession plan to facilitate employee transition, designed training framework to outline growth opportunities and to retain talent, promoted separation of duties for team leaders for greater efficiency and accountability Show less Managed legal and operational budgets, claims processing, and prepared claims reports for risk committee Reviewed financial data and reported for claims reservesManaged Claims Team restructure and ensured the team operated within SLA to meet key metrics (exceeded satisfaction target on avg. by 5%) Monitored financial and operational measures to achieve business objectives (reduced operational expenses on avg. by 30%)Oversaw development and completion of all claims-related projects (recommended use of enhanced reporting system saving 30 hours/month)Formulated claims requirements for new product development and enhancementsReviewed audit findings and implemented processes to achieve regulatory complianceOversaw implementation of IVR, enhanced claim forms, simplified letters and memosDetermined claims liability and developed litigation settlement strategiesConducted extensive research for industry trends and developed programs that aligned with team goals Show less

  • Manager, Employee Services

    Mar 2018 - Mar 2021

  • Manager, Claims

    Jun 2015 - Mar 2018

  • Claims Analyst

    Jun 2010 - Jun 2015
• 

  City of Toronto

  Mar 2021 - now

  Oversee the management of three separate teams which include services for the HR Call Centre, support for non-union and unionized functions, and recruitment-related processesAct as project lead and assist with the implementation of strategic HR projects to ensure divisional goals are metParticipate in unionized committee meetings/negotiations to ensure collective agreement obligations are followed, and issues are resolved in a timely mannerDevelop and review all strategies, policies and procedures related to staff management and issues resolution to ensure the continued provisions of efficient service deliveryParticipate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecastingDevelop, recommend and administer the annual budget for the unit, and ensures that the expenditures are controlled and maintained within approved budget limitations Show less Supervise the day to day operation of TEAM Central, and review and control administrative functions for handling inquiries, complaints, and escalationsOversee implementation of Tier 2 advisory model so that transformational goals are metCreate training documents and job aids to ensure correct procedures are followedMonitor volumes and performance on service delivery channels Analyze volumes data for trends and implement processes to improve performance (implement tracking tools to better monitor incoming requests)Provide ongoing coaching to employees to reduce risk and ensure compliance with applicable collective agreements, legislation and divisional regulationsLiaise with operating divisions regarding proposed program changes and other policy/technological changesRecommend proactive strategies based on received employee feedbackChair weekly and monthly alignment meetings with divisional managers to keep informed on corporate/divisional activities, identify trending topics, and educate on lessons learnedManage and oversee all Local 416 seasonal functions, including recalls, layoffs, and seniority calculations (created documentation for all processes)Liaise with Divisions and Union on all upcoming initiatives to ensure effective implementation Plan and lead all cyclical event as per the Collective Agreement such as Layoff & Bumping and Work Selection Show less

  • Human Resources Services Manager

    Sept 2022 - now

  • Senior Consultant

    Mar 2021 - Aug 2022