Wojtek Ilnicki

Experience

• 

  Manulife Financial

  Sept 2008 - Nov 2012

  Specialist in new hire trending analysis, reporting, and recommendations for improvement. Conducted quality audits, analyzed results, and provided feedback and ongoing coaching support for a team of 20+ employees. Coached and mentored Customer Service Representatives to meet quality metrics; developed and monitored tailored action plans on an individual basis; and continuously developed job aids. Trained quality assurance members on all primary functions. Handled escalated caller complaints and developed mutually beneficial solutions to a dynamic range of problems. Highlights:☆ Developed, implemented and monitored a new call coaching program (the Service Excellence Program) for a call centre of 60+ representatives.☆ Designed and presented various presentations such as “Effective Probing Skills” and “Active Listening Communication” to over 60 call centre representatives.☆ Implemented Ready, Set, Calibrate!, an initiative that enabled employees to listen and review each others call handling experiences to optimize consistency.☆ Chaired Leader Calibration Sessions with numerous Supervisors, garnering positive feedback from the AVP.☆ Piloted, implemented and analyzed data from “Post Call Advisor Surveys” regarding Manulife Financial advisor call centre experiences. Show less

  • Quality Assurance Administrator Specialist (Manulife Investments Customer Service Centre)

    Jul 2010 - Nov 2012

  • Customer Service Representative

    Sept 2008 - Jul 2010
• 

  Manulife Bank of Canada

  Nov 2012 - May 2014

  Team Leader (Manulife Bank Customer Service Centre)

  Managed a team of up to 18 bank service representatives, including monitoring performance through development meetings, reviews, and improvement plans, as well as developing employee incentives. Conducted one-on-one meetings with representatives on a regular basis; analyzed individual performance results; established goals and expectations; and identified coaching opportunities, including enhancing individual career development plans. Interviewed to identify and select the best candidates for postings within the Service Centre. Supported First Call Resolution (FCR) objectives, ensuring superior customer service experiences. Effectively communicated with a wide range of departments, including: Fraud, Information Systems and Central Admin in order to develop mutually beneficial solutions for clients and the bank. Highlights:☆ Created and revamped standard operating procedures to improve processes and service delivery.☆ Effectively addressed absenteeism concerns, ensuring direct reports performed in accordance to posted schedules.☆ Contributed to several departmental projects and initiatives that improved the client service experience.☆ Participated in strategic meetings with management and stakeholders to establish and support all action plans for Halifax and Waterloo Service Centre locations.☆ Led staff to consistently meet and exceed individual performance metrics, including: schedule adherence, conformance, after call, FCR and quality. Show less

• 

  Manulife Bank of Canada

  Aug 2014 - Apr 2016

  Compliance Analyst

  Responsible for identifying and monitoring new regulatory and legislative requirements, assessing compliance risk, identifying areas of non-compliance and ensuring the bank has established controls to meet its compliance obligations. Provided a high level of quality when handling various legal documentation such as Requests for Information, Requirements to Pay, Garnishment and Court Orders. Identified business impacts from a compliance standpoint during new project initiatives; analyzing requirements, obtaining legal opinion, identifying any issues, establishing controls; and recommending solutions.Highlights:☆ Conducted in-depth compliance analysis of newly established regulatory and legislative requirements impacting the Bank.☆ Strong focus on improving team operational effectiveness by providing business unit recommendations following Anti-Money Laundering/Anti-Terrorist Financing audit assessments.☆ Documented and maintained record management of the Bank’s compliance regulatory/legislative records/issues.☆ Created and maintained internal programs such as the Bank Compliance MFConnect Community and Compliance Newsletter. Show less

• 

  Manulife

  Apr 2016 - now

  • Senior Manager - Audit and Advisory Services

    Aug 2024 - now

  • Associate Manager - Internal Audit Services

    Aug 2019 - Aug 2024

  • Senior Internal Auditor for Manulife

    Apr 2016 - Aug 2019