Kathy Schmidtke

Experience

• 

  Bryan Thurston Investigations

  May 1983 - Jul 1986

  Private Investigator

  Conducted surveillance in South Western Ontario

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  Manulife

  Jan 1986 - Jan 1996

  Manager, Individual Life Call Centre

  Worked for four years through several positions including Customer Service Representative, to Manager of the Call Centre responsible for a team of Customer Service Representatives providing front line service to policyholders. Managed all aspects of the Call Centre including, but not limited to staffing, call scheduling, call monitoring, escalations, technology and business process, while ensuring service standards were met and customer satisfaction levels were at an optimum.

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  Manulife

  Aug 1996 - now

  As the AVP of Relationship Management for insurance and guaranteed interest products in Canada, I oversee a dedicated team focused on fostering strong connections with our valued distributors, including National Account firms, MGA’s, and top advisors nationwide. Our Relationship Consultants are committed to leveraging digital tools to streamline and enhance the business process, making it easier, faster and better for our partners. Additionally, our Learning Consultants develop tailored external and internal training programs to empower our team and ensure seamless interactions with our distributors. Spearheading initiatives like the Digital Desk, staffed with live Digital Support Specialists, we prioritize providing unparalleled support and training to our partners, setting us apart as the industry leader in digital innovation and customer satisfaction. Through our unwavering commitment to building relationships, continuous learning, and leveraging cutting-edge technology, we elevate the end-to-end processing and service experience, positioning ourselves as the foremost customer-centric company amongst our competitors. Show less As the Director of Relationship Management for insurance and guaranteed interest products, I lead a team of relationship management professionals, that include Relationship Consultants who are passionate about building, nurturing and growing relationships with our valued distributors which include National Account firms, MGA's, and top advisors, nationally. Their primary focus is to promote our tools and look for opportunities to partner in making it easier, faster, better when doing business with Manulife. I also lead a team of Learning Consultants who create distributor training that simplifies the "how" in doing business with Manulife. Using proven adult learning methods and mediums, we make sure our distributors feel confident doing business with us. I am also responsible for leading a team of insurance new business Case Coordinators and a team of insurance inforce Case Coordinators who support our top distributors and Elite advisors in their day to day dealings with Manulife. Most recent has been the creation and launch of a Digital Desk where Digital Support Specialists are available to support and train our numerous partners with our digital tools to ensure their experience with Manulife, is one they remember.Through strong relationships, meaningful training, and the implementation of electronic platforms and processes, we enhance the end to end processing and service experience at Manulife and lead the marketplace as the top digital, customer centric company amongst our competitors.. Show less Key contributor in the development and evolution of the National Accounts Distribution channel at Manulife Financial.Responsible for key relationships in the back office operations of partner firms in the National Account channel. Capitalizing on opportunities to compliment and enhance their business processes, while keeping thier unique needs, front of mind. Also responsible for relationships with our internal business units at Manulife to ensure the uniqeness of the National Account firms business model is understood and taken into consideration when changes and enhancements occur at Manulife. Has a direct reporting team of 13 staff, consisting of Inside Sales reps and Territory Coordinators across Canada, who work with advisors and assist in their training and development with Manulife products, processes and technology. Show less

  • AVP, Relationship Management

    Jan 2024 - now

  • Director Relationship Management

    Jun 2013 - Feb 2024

  • Director, Operations & Inside Sales - National Accounts

    Aug 1996 - May 2013