Mihil Patel

Continuous Improvement Analyst @Manulife

Toronto, ON, CA

Call Reduction: Developed a comprehensive customer feedback survey to identify key pain points and customer irritants in retirement operations, resulting in a 15% reduction in non-value add calls.• Wire Processing: Identified and rectified a $300K payment error through the delivery of comprehensive training programs on updated processes, and implementation of updated key controls.• Email Responsiveness: Increased efficiency of email response to customers by analyzing current state and mapping data to ascertain areas of improvement. Achieved 95% email response rate within 24 hrs.• Secure Act 2.0: Assessed potential impact of Secure Act 2.0 to create current and future state process maps for 7 provisions; Conducted gap analysis sessions to identify the process activities that change in the future state and place controls to account for risks due to the changes.• SLX to MPS Migration: Involved in the consolidation of data for 175 sponsors, 285 policies to retire the former Standard Life System (SLX), i.e, migration to our new Member Processing System (MPS).• Escalations Management: Created a comprehensive template for building control charts, which was adopted by the team as a standardized approach for monitoring improvement across multiple projects.• Audit & AIR for SLX & MPS: Involved in streamlining the Audit and AIR processes to enhance accuracy, speed, and automation. Recommended solutions with a focus on process and tech, saving the team a total of 56 FTE.• Sobeys Business Review: Actively engaged in crafting a comprehensive business review for Sobeys during onboarding, strategically addressing their queries and instilling confidence by providing a clear and insightful overview of our capabilities and commitment to their success.• Print & Post: Executed activities such as: benefit sizing (85% confidence), future state process mapping, and adeptly gathered requirements for IT build, contributing significantly to the squad\'s efficiency and innovation.

University of Alberta

Bachelor's degree, BSc - Specialization in Mathematics and Economics